Purchase, usage & refund questions

When should I install?

Prepare on reliable Wi-Fi, but first check when plan validity starts. Some plans start at installation, so there is no single best time for every plan. Wi-Fi can be enabled in airplane mode, though in-flight connectivity and airline rules may make installation impractical.

My QR code is missing or already used

Open the paid order in My eSIMs for setup details. If they are missing, send support your order number.

If a code says it was used, check whether the eSIM is already in device settings. Reinstalling or moving to another device may be restricted. Ask before deleting.

Can I keep my existing number?

On a compatible dual-SIM phone, you can use the travel eSIM for data and your usual SIM for needed calls and texts. Check your home carrier’s voice and text roaming charges separately. A data-only eSIM may not include a regular phone number or SMS.

What about hotspots, top-ups and unlimited speed?

• Hotspots: check the plan’s support and restrictions.
• Top-ups: additional packages are available only for supported products. Check your order.
• Unlimited: high-speed allowances, reduced speeds and daily reset rules vary. Unlimited does not always mean constant speed.

How do payment and refunds work?

Check the currency and final total immediately before payment. Available currencies and methods can vary by checkout method. Card-issuer conversion and fees may apply.

Refunds are reviewed based on activation status, actual usage, supplier verification and policy. Being uninstalled does not guarantee an automatic refund. eSIMs used for free VPN or free calls are excluded from refunds.

Read the refund policy, then submit a request.

What should I send support?

Provide support with the order number, country, model, error text and screenshots. Keep QR and activation codes out of public posts.