Letters from travellers21 answers
Questions from the road, answered by return.
Every question travellers send us, filed by subject. Search the whole collection, or open a folder below.
The correspondence index
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Getting Started
New to eSIM? The first letters most travellers write.
Our reply
An eSIM (embedded SIM) is a digital SIM that allows you to activate a cellular plan without using a physical SIM card. It's built into your device and can be programmed with your carrier information. This means you can switch carriers or add a travel plan without swapping physical cards.
How it worksOur reply
Unlike physical SIM cards, eSIMs are embedded in your device and can be activated remotely. You don't need to visit a store or wait for shipping. eSIMs also allow you to have multiple plans on one device - perfect for separating personal and travel data.
Our reply
Most modern smartphones from 2018 onwards support eSIM, including iPhone XS and later, Google Pixel 3 and later, and Samsung Galaxy S20 and later. Check our Supported Devices page for a complete list, or look in your device settings for eSIM options.
Supported devicesOur reply
Yes! Most eSIM-compatible devices support Dual SIM functionality. You can use your physical SIM for calls and texts while using the eSIM for data - perfect for avoiding roaming charges while keeping your home number active.
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Purchasing & Activation
Buying a plan, installing it, and when to switch it on.
Our reply
Browse our catalog, select a plan for your destination, and complete the checkout. Your eSIM QR code and installation details appear on your order page as soon as the order is complete, and we email them to you as well. No shipping required - it's all digital!
Browse destinationsOur reply
We recommend installing your eSIM before you travel while you still have a stable internet connection. However, don't activate it until you arrive at your destination. Most plans start counting validity from the first data connection.
Our reply
Installing an eSIM usually takes a few minutes. Once installed, activation happens as soon as you enable the eSIM at your destination. Make sure data roaming is enabled for your eSIM line.
Our reply
Check your spam or junk folder first. Your eSIM QR code is always on your order page, so you can sign in and open the order to install it. If something still looks wrong, contact our support team with your order number.
Your ordersFolder 035 letters
Usage & Data
Once you’ve landed: validity, data, calls and settings.
Our reply
Your data plan typically starts when you first connect to a network at your destination. The validity period (e.g., 7 days, 30 days) begins from this first connection, not from the purchase date.
Our reply
You can check your data usage in your device's cellular settings. On iPhone, go to Settings > Cellular > Cellular Data. On Android, go to Settings > Network > Data usage. Some plans also provide usage notifications.
Our reply
When your data is used up, your connection stops. You can buy another plan for the same destination on our website — it appears on your order page just like the first one.
Our reply
Most travel eSIMs are data-only plans. For calls, you can use VoIP apps like WhatsApp, Skype, or FaceTime over your data connection. Your physical SIM can remain active for regular calls and texts.
Our reply
No, airplane mode disables all wireless connections including eSIM. However, you can enable airplane mode and then manually turn on cellular data for your eSIM if you want to block calls on your primary SIM while using data.
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Technical Issues
When something doesn’t connect the way it should.
Our reply
First, ensure you have a stable internet connection and your device is unlocked. Try restarting your device and scanning the QR code again, or enter the details manually from your order page. If issues persist, check that your device's software is up to date. Contact support if problems continue.
Our reply
Make sure your eSIM is enabled and set as the data source in your device settings. Verify that data roaming is turned on for your eSIM line. Try toggling airplane mode on and off. If you're still having issues, contact our support team.
Our reply
Usually not. An eSIM profile can only be installed once, so don't remove the plan from your phone until your trip is over. If it was deleted by mistake, contact our support team with your order details and we'll check what can be done.
Our reply
eSIMs are typically tied to the device they're installed on. If you get a new phone, you may need to purchase a new eSIM. Contact support before your trip if you're planning to switch devices.
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Billing & Refunds
Paying, refunds, and orders for teams.
Our reply
At checkout you can pay by card (Visa, Mastercard) or Apple Pay, or use your account wallet balance. Card payments are processed by our payment provider.
Our reply
A refund is possible only before your eSIM details have been delivered — for example if you bought the wrong plan, your device is not eSIM-compatible, or a payment was duplicated. Email support within 14 days of purchase. Once the QR code or activation details have been delivered, the eSIM can't be refunded. Our Refund Policy has the full terms.
Refund PolicyOur reply
Pricing is itemized once at checkout and nothing is added afterward — the total you confirm there is the total charged.
Our reply
Yes — for bulk purchases, corporate plans or partnerships, email our business team. You'll find the address on our Help page.
Help pageStill have questions?
Write to us. We'll write back.
Can't find what you're looking for? Our support team is here to help. Include your order number if your question is about a purchase.
