What is an eSIM?
An eSIM is a digital SIM you install on a compatible phone or tablet. You do not need a physical SIM card.
How do I know whether my device will work with an eSIM?
Your device must support eSIM and must not be locked to another mobile network. Device model, country of purchase and carrier restrictions can affect support, so confirm both the model and its lock status before buying.
Check device compatibility
When should I install my eSIM?
Read the activation instructions for your chosen plan before installing it. Some plans begin when installed, while others begin when they first connect to a supported network at the destination.
Read the installation guide
How do I install an eSIM?
Use the QR code or manual installation details in your delivery email. Follow the steps for your phone, then select the eSIM for mobile data. Set data roaming as instructed for your plan.
Follow the installation steps
When will my eSIM arrive?
eSIMs are usually delivered within 15 minutes after payment approval and required checks. This is an estimate; verification, supplier or technical issues may cause a delay. Check spam or junk folders, and contact support with your order reference if your confirmed order has not arrived after 15 minutes.
What should I do if my order email has not arrived?
Check the spam or junk folder for the email address used at checkout. Sign in to My eSIMs to resend the installation email. If it is still missing, contact support with your order reference.
My eSIMsContact support
How can I check how much data remains?
Open My eSIMs or use the link in your delivery email. You can also check one eSIM by entering its full ICCID — the eSIM number in your email or phone settings.
Check data usage
Can I top up an existing eSIM?
Enter your full ICCID or order reference on the top-up page, or open the secure eSIM link in your delivery email. Confirm the current plan, then choose a package. You can enter an email to make checkout faster, or sign in to use your saved eSIMs.
View top-up options
What should I try if mobile data does not connect?
Confirm the eSIM is enabled, selected for mobile data and allowed to use data roaming when the plan instructions require it. Restart the device, try automatic network selection and compare the APN with the delivery instructions. Contact support before deleting the eSIM because many profiles cannot be installed again.
View troubleshooting stepsContact support
Can I receive a refund?
Refund eligibility depends on the order status, whether the eSIM has been delivered, installed, activated or used, and the terms that applied to the purchase. Read the refund policy and contact support with the order reference for an assessment.
Read the refund policy
