// FAQ

Everything you
wanted to ask.

Getting started

What is an eSIM?+
An eSIM (embedded SIM) is a digital SIM built into your phone. Instead of swapping a plastic card, you activate a data plan by scanning a QR code. Perfect for travel — no roaming, no queues, no lost SIMs.
Will my phone work with an eSIM?+
Most phones released after 2019 are eSIM-ready — iPhone XS and newer, Google Pixel 3+, Samsung Galaxy S20+, and most modern flagships. Check your device settings for 'Add mobile plan' or 'Add eSIM'. If you don't see the option, your phone is not eSIM-compatible. See the full compatibility list →
How fast do I get the eSIM after buying?+
Instantly. As soon as your payment is confirmed we email the QR code and setup steps. You can also see it right here in your account. Buy at home the night before or at the airport gate — same experience.
Do I need to remove my regular SIM?+
No. Your primary SIM stays active for calls, SMS, and apps like WhatsApp and iMessage. Our eSIM runs alongside it to handle mobile data — no roaming charges.

Using your eSIM

When does my data plan start counting down?+

With the exception of a few data plans, the majority of data plans will only begin counting usage once customers make their first connection to the local network. This is shown as “Validity starts: First connection” on the checkout page — for example the France eSIM.

For “Asia-Pacific 6GB 8Days” and “Global138 6GB 15Days”, the checkout shows “Validity starts: First installation”, which means the 8 or 15 days start counting right after installation and activation on your device. Please activate before you fly, over a Wi-Fi connection.

To activate the “Asia-Pacific 6GB 8Days” and “Global138 6GB 15Days” plans, note the billing period starts immediately after installation and activation on your device — activate the plan before connecting to a WiFi network abroad to ensure the full 8 or 15 days are available for usage.

Can I use hotspot / tethering?+
Yes — hotspot is enabled on all Traveler, Explorer, and Heavy plans. Share your data with a laptop, tablet, or a friend.
What happens when I run out of data?+
Your data slows to a stop — no bill shock, no automatic charges. Top up in a couple of taps from your account, or buy a new plan.
Can I use one eSIM for multiple countries?+
Yes — pick a regional plan (Europe, Asia, Global) and one eSIM covers the whole area. Ideal for interrail trips, business tours, and digital nomads.

Billing & account

Do I need an account to buy?+
No — you can check out as a guest with just an email. We'll offer to create an account after purchase so you can re-download the QR and top up faster next time.
Which payment methods do you accept?+
All major credit and debit cards, Apple Pay, Google Pay, and Link. All payments are secured by our payment provider.
Can I get a refund?+
If your eSIM never activates or is defective, yes — see our refund policy. Once a plan has been installed and connected to a network, we can't refund unused data.
What if something goes wrong?+
Our support team replies fast by email and via the contact form. If a call is needed, mention it in your message and we'll call you back. If your eSIM doesn't activate at your destination, we'll help troubleshoot or refund you.

Devices, numbers & advanced usage

Does my eSIM come with a phone number or SMS?+
Generally, eSIMs are data only. If an eSIM includes a phone number or SMS, it will be detailed in the plan. If there's no mention of minutes or SMS, it's a data-only eSIM.
Can I use a physical SIM and my home number and eSIM together?+
Yes, on dual SIM devices, you can use both a physical SIM or your home number and an eSIM. You can select which SIM to use for cellular data and set the default voice line. We suggest turning off your home number's data roaming, but turning on Wi-Fi calling (if available from your home carrier). This lets your home number become reachable anywhere in the world via Wi-Fi, and your data-only eSIM handles mobile data.
Should I switch on "Data Roaming" when using eSIM?+
Yes — turn on data roaming for your eSIM and turn off roaming for your home SIM to avoid high charges. Go to Settings > Cellular > Data Roaming. This is a requirement for the eSIM to connect abroad.
Can I use more than one eSIM provider when traveling abroad?+
Yes. iPhones can store ~10 eSIMs and Androids can store 5–7 eSIMs. Only one or two eSIMs can be active at a time, with the rest installed but inactive. Label your eSIMs to avoid confusion.
Can multiple phones scan the same QR code?+
No. Each QR code can be scanned by a unique device ID once, and cannot be transferred to another device later.
Does my eSIM support hotspot, tethering or data sharing?+
Yes. All of our eSIMs have hotspot data sharing enabled with other devices as allowed by the device maker. On iOS, APNs are preconfigured except for Japan (set APN to "vmobile.jp"). For Android, use the eSIM APN provided with your plan to ensure connectivity.