Frequently Asked Questions
I cannot scan the QR code!
If you are installing the eSIM directly from your device and you don't have a QR code to scan, you need to proceed with manual installation. You will find here the instructions in our setup guide page.
Can you explain what an eSIM is?
An eSIM functions as a virtual SIM card that enables the activation of a cellular plan from your carrier without requiring a physical nano-SIM card.
What are the steps to activating my eSIM?
Activating your eSIM is a straightforward process that involves three steps: 1) Choose your destination 2) Pick a data plan 3) Scan the QR code with your phone.
Could you outline the variances between a physical SIM and an eSIM?
A physical SIM comprises a small chip that you plug into your phone, whereas an eSIM serves as a digital SIM that facilitates the activation of a cellular plan without the need for a physical nano-SIM card.
How can I determine if my phone is compatible with eSIM technology?
To identify if your phone supports eSIM, please refer to our list of eSIM-compatible devices on the supported phone page.
When should I install the eSIM?
You need a working connection to activate the eSIM so we suggest you to install it the day of the departure when you are still in your country with a working Wifi or cellular connection.
Do I need to enable roaming settings?
Yes, the eSIM needs the roaming settings to be enabled. On iPhone devices you can enable it by going to Settings > Cellular > Cellular Data Options > Roaming > Voice & Data. On Android devices you can enable it by going to Settings > Network & Internet > Mobile Network > Advanced > Roaming. IMPORTANT: Make sure to enable the roaming settings ONLY on the eSIM, not on your main SIM, otherwise you will incour in roaming fees.
Why on my Android device I see a different amount of data?
Android devices allows you to set a data warning threshold, usually is set at 2Gb but can be customized. Don't confuse the warning threshold with the real data amount you have. You can check the real available data and the consumed data from your panel.