Frequently Asked Questions
Find answers to the most common questions about eSIM activation, usage, and management.
If your eSIM is installed but not connecting to the internet, please follow these steps:
- Restart your phone: Turn your device off completely and turn it back on. This helps your phone re-establish a connection with the local network.
- Enable Data Roaming: Go to Settings > Cellular/Mobile Data, select your eSIM, and make sure "Data Roaming" (or "International Roaming") is turned ON. This is the most common reason eSIMs don't work after installation.
- Check your APN Settings: In some cases, your phone may require specific APN settings. These are usually configured automatically, but if not, check the details in your order confirmation email.
When you can start using your eSIM depends on the activation policy of the data package you purchased:
- Packages with "first usage" activation policy: Your eSIM package becomes active when you connect to a supported network at your destination. The validity period starts from this first connection. You can install the eSIM before your trip and it will only activate when you arrive.
- Packages with "activation date" policy: Some packages activate on the date specified at the time of purchase. Make sure to select a start date that matches your travel plans.
You can check the activation policy of each package on the product detail page before purchasing.
We recommend purchasing and installing your eSIM before you travel. Here is why:
- Install while connected to Wi-Fi: You need an internet connection to download and install the eSIM profile on your device. It is easiest to do this while you still have access to Wi-Fi at home or at the airport.
- The package will not activate until you arrive: Most Esoim data packages use a "first usage" activation policy, meaning the validity period only starts when you connect to a network at your destination.
- Be prepared: Installing in advance means you will have internet access as soon as you land, without searching for Wi-Fi or local SIM card shops.
Best practice: Buy and install your eSIM 1-2 days before departure. Turn on Data Roaming after you arrive at your destination.
5G connectivity depends on several factors:
- Device compatibility: Your device must support 5G (e.g., iPhone 12 or later, Samsung Galaxy S21 or later).
- Network availability: 5G must be available from the local carrier at your destination. Not all countries and regions have 5G coverage.
- Data plan support: The eSIM data package you purchased must support 5G. You can check this on the product detail page under "Network Speed".
If all conditions are met, your device will automatically connect to the available 5G network. If 5G is not available, your device will fall back to 4G/LTE, which still provides fast and reliable data speeds.
Yes! Your Esoim eSIM is a data-only line, which means it does not replace your primary phone number. You can still receive calls and SMS on your primary (physical SIM) number while using the eSIM for data.
- Dual SIM setup: Most modern phones support Dual SIM (one physical SIM + one eSIM). Your primary number handles calls and texts, while the eSIM provides internet data.
- WhatsApp and messaging apps: You can continue to use WhatsApp, Telegram, and other messaging apps with your original number, as they use your eSIM's data connection.
- Important: Keep in mind that receiving calls on your primary number while abroad may incur roaming charges from your home carrier. We recommend using Wi-Fi calling or VoIP apps like WhatsApp to avoid extra costs.