Help centre
Quick answers to the questions travellers ask most. Can't find yours? Contact us.
Before you buy
Which plan should I choose?
For maps, messaging and some browsing, about 1 GB per week is usually enough. If you stream video or work online, choose a larger plan. You can top up later on plans that allow it.
Do I need a regional plan?
If you're visiting several countries on one trip, a regional plan saves you buying one eSIM per country. Check the country list on the plan page.
Can I use it for calls and texts?
Plans are data only. You can call and message over data with apps like WhatsApp, FaceTime or Signal.
Installing
When should I install the eSIM?
Before you leave, while you're on Wi-Fi. Your plan only starts when the eSIM first connects to a network at your destination.
I can't scan the QR code.
You need to show the QR code on another screen or on paper. If that's not possible, enter the details manually; they're on your order page and in your email.
Can I install the same eSIM on two phones?
No. An eSIM can usually only be installed once, on one phone. Don't delete it after installing.
Using your eSIM
I've landed but I have no connection.
Check that the travel eSIM is turned on, selected for mobile data, and has data roaming turned on. Restarting your phone often helps.
How do I see how much data I have left?
Sign in and open My eSIMs. Usage can take a little while to update.
Can I add more data?
Yes, on plans that allow top-ups. Open My eSIMs and choose Top up. Nothing needs reinstalling.
Payments and refunds
Which currency will I be charged in?
The currency shown at checkout. You can switch between US dollars, euros and pounds at the top of the page before you pay.
Can I get a refund?
Please read our refund policy. If your eSIM hasn't been installed or used and we can't help you get connected, contact us.