Help & FAQ

Dial *#06#. If you see an EID number listed, your phone supports eSIM. No EID = no eSIM support — don't buy. Most iPhones since XS/XR (2018) and most mid-to-high-end Androids since ~2020 support eSIM.

Only if it's carrier-unlocked. A locked phone will install the eSIM but refuse to use it. Check with your carrier before buying — this is the #1 cause of "it doesn't work".

Nothing we sell will work: eSIM support is hardware, and no app, update or adapter can add it. Your options at the destination are a local physical SIM card or a portable Wi-Fi router. If you already bought from us and have not installed the eSIM, contact us with your order reference and we'll refund you in full.

No. Travel eSIMs are data-only: internet, WhatsApp, maps, email. You keep your regular SIM for calls/SMS (WhatsApp calls work fine on data). Your WhatsApp keeps working with your existing number — don't re-register it.

Yes — and you don't have to do anything. WhatsApp is tied to the number on your normal SIM, and it keeps working over the eSIM's data: same number, same chats, same groups. Never re-register WhatsApp while travelling — the travel eSIM has no phone number to register, so there is nothing to switch to. Keep your usual SIM in the phone (and active) so SMS codes for WhatsApp, your bank and 2FA still arrive.

Not for data that goes through the eSIM. On arrival: data roaming OFF on your home line, data roaming ON for the eSIM line, and the eSIM selected for mobile data — then every byte comes out of the plan you bought. Your home line stays reachable for calls and SMS, which your own carrier may still charge for; that part is between you and them.

Rule of thumb per week of normal use (maps + socials + messaging, no video binging): 2–3 GB/week. A 2-week trip = 5 GB comfortable. A month = 10–20 GB. Hotspotting a laptop eats data fast — size up.

A country plan (e.g. "Spain 20GB") works only in that country and is cheaper. A regional plan (e.g. "Europe 33 countries") covers the whole region — pick it if you'll cross borders. Daily plans give full-speed data up to a daily quota, then reduced speed — best for heavy users who never want to run out.

With Mercado Pago — card, débito or your Mercado Pago balance. Your eSIM is delivered automatically within a minute of payment, straight onto your order page.

Payment approved → the eSIM is bought and issued automatically, normally in under a minute, onto your order page and into an email with the QR attached. If Mercado Pago holds the payment for review, delivery waits for that. Nothing after ~10 minutes: check your spam folder, then open your order page — it always shows the real current state. If it still says paid and not delivered, contact us with your order reference; an order we cannot deliver is refunded in full.

The order page link is your receipt and your eSIM. If you lose it, contact us with the email you used at checkout and we'll resend it.

Three options on your order page once delivered: 1) Scan the QR with your phone camera (open the page on another screen). 2) iPhone one-tap: "Install eSIM on this iPhone" (iOS 17.4+). 3) Manual: Settings → Cellular/Mobile → Add eSIM → Enter details manually → type the SM-DP+ address and activation code shown. Install before your trip, on Wi-Fi. Installation needs internet.

Yes. Installing an eSIM downloads the profile from the operator, so the phone needs a connection at that moment: home Wi-Fi, or your normal SIM's data. You cannot install it after landing with no connection — which is exactly why you install it at home before flying. Airport or hotel Wi-Fi works too if you forgot.

When the eSIM first connects to a network at your destination (most plans) — not when you install it. Installing at home days before flying is safe.

No. One eSIM = one device, one install. If you delete it from your phone, it's gone — deleting the eSIM does not refund or restore it. Don't delete it until the trip is over.

Nine times out of ten it is data roaming turned off on the eSIM line. Turn it on: Settings → Cellular/Mobile Data → tap your eSIM line → Data Roaming ON.

Then check the other two: the eSIM line is the one selected for Mobile Data, and Airplane mode is off (toggling it on and off for ten seconds also forces a fresh network search). If it still won't connect, restart the phone — that alone fixes most of the rest.iPhone: see the 3 settings with screenshots →

No. This is the single most common reason a working eSIM looks broken, so it's worth being precise: there are two separate roaming switches, one per line.

Your eSIM line: roaming ON. It costs nothing extra. A travel eSIM is a roaming profile by design — roaming is how it works, the plan is prepaid, and there is no bill to run up. With it off, the eSIM connects to nothing.

Your home line: roaming OFF. That is the one your own carrier bills for, and it should stay off for data.

Turning roaming off on both is the mistake — it's the safe-looking move that leaves you with no internet.

Before you arrive, "No Service" is expected — the plan only works inside its coverage area, so the eSIM has nothing to connect to at home. It is not broken and it does not need reinstalling.

After you arrive, an unfamiliar operator name is also normal: the profile roams on local networks, so the label you see is the profile's identity, not your network. If there is genuinely no signal after landing, go to Settings → Cellular → your eSIM → Network Selection, turn off Automatic, and pick any local operator from the list by hand.

Almost always the plan finished. A plan ends when either the data or the validity days run out — whichever comes first — and it stops silently, with no overage charge, because it is prepaid. Check the data left on your order page, then use Add more data to extend the same eSIM: no new QR, nothing to reinstall.

If it stopped after you crossed a border, check your plan's coverage — a country plan only works in the country it names.Check my data →Add more data →

Check the phone is carrier-unlocked. A phone still locked to the carrier that financed it will install the eSIM perfectly and then refuse to use it, which looks exactly like a faulty eSIM. Your carrier can tell you in a minute, and only they can unlock it.

If the phone is unlocked, confirm the eSIM line is switched on (Settings → Cellular → your eSIM → Turn On This Line). It is possible to install a line and leave it disabled.

It cannot be reinstalled — one eSIM is one device and one install, and the QR is spent once it has been used. Deleting it is not a cancellation and does not refund it. If this happened before you travelled and you have not used the plan, write to us with your order reference before buying anything else.

Email fpolliop@gmail.com with your order reference (ES-XXXXXX), your phone model, and what the eSIM line shows in Settings. Those three things are usually enough to answer in one reply instead of five. If the eSIM genuinely never worked, we refund it in full — we would much rather get you online than leave you without data.

Normal. Travel eSIMs are roaming profiles: the profile "belongs" to an operator (often French or Hong Kong based) and roams on local networks at your destination. The label is the profile's identity, not your actual network.

1) Data roaming ON for the eSIM line (Settings → Cellular → your eSIM → Data Roaming) — required, the plan covers it, no extra charges. 2) The eSIM line is selected for Mobile Data (not your home SIM). 3) Airplane mode on/off, or restart the phone. 4) Still nothing: select a network manually — pick any listed local operator.

Only inside the plan's coverage. At home it will show "No service" — that's expected, not broken.

Your order page is the one to trust — it shows what the network itself reports for your eSIM, plus the days left.Check my data →

The phone's own counter (Settings → Cellular → usage for the eSIM line) is a rough check that works with no internet. Reset it when you land, or it keeps counting last month's traffic from your home SIM.

It simply stops working — no overage charges, ever. The plan is prepaid, so there is nothing to bill you for: the line stays connected but nothing loads. From your order page you can add more data to the same eSIM ("Add more data") — no new QR, no reinstalling — as long as the eSIM is still inside its validity period. On a daily plan you don't run out: you get the daily quota at full speed, then reduced speed until the next day.Add more data →

A plan ends when either runs out: the data allowance or the validity days. Unused data isn't carried over or refunded, and extra days don't appear when the data is gone. If it's time you need rather than gigabytes, a top-up from the order page extends the same eSIM.Add more data →

Generally yes — hotspot is a normal way to get a laptop or a travel companion online, and it works on the plans we sell. It draws on the same allowance and burns through it far faster than a phone does, so size up if that's the plan. A few plans throttle tethering; if yours refuses to share, contact us.

Most refund requests turn out to be a setup problem that takes a few minutes to fix — the checklist in It's not working resolves nearly all of them (roaming, nine times out of ten), so start there. If your eSIM genuinely never works, tell us: we would rather get you online than leave you stranded with a credit.

If you do want to cancel: an eSIM that has not been installed or activated can be refunded. Once it has been installed or activated it can no longer be refunded, except where the law requires otherwise (see Terms). Deleting the eSIM from your phone is not a cancellation and does not refund it.

Yes. Open your order page and use Add more data: it adds data and days to the eSIM already installed in your phone — same QR, nothing to reinstall — and is delivered automatically like the first purchase. It works while the eSIM is still valid; once it has expired, buy a new plan.Add more data →

Email only, and that is deliberate — no call centre is a large part of why the prices are what they are. Write to fpolliop@gmail.com quoting your order reference (ES-XXXXXX). Replying to any of our emails works too — it lands in the same inbox. Before writing, check your order page: it shows the live state of the eSIM, the data left, and lets you add data. We answer on a best-effort basis, usually the same day, with no guaranteed response time. There is no phone line and no WhatsApp support number.