Help center
Most answers are one click away. If your question is about a specific order, use the order page — support sees your plan and status automatically.
Common questions
My eSIM is bought but not working. What do I do?
Your eSIM is issued as soon as payment is confirmed. It starts working when it first connects to a network in your destination, so if you are not there yet, install it now and it will activate on arrival. If you are there and it still does not connect: check that the eSIM line is on, mobile data is set to this line, and data roaming is on for it. Then restart the phone once. If it still fails, tell us your phone model on your order page.
Where is my QR code?
On your order page, which we emailed to you after purchase. Open it on the phone that will use the eSIM and tap Start installation guide, or scan the QR code with another device's camera.
Does my phone support eSIM?
Most phones from 2019 onward do. Check the list on our compatibility page for your exact model. If your phone is on the list but the eSIM still will not add, open a ticket with the model name.
When does my plan start counting?
When the eSIM first connects to a network in the destination, not when you buy it. Installing it early does not use up your days.
Can I get a refund?
A refund is possible if the eSIM has not been installed or activated. Once it has been used, a refund is not possible. Full rules are on our refund page.
Still stuck? Your answer is probably in the order page or the guides below, or send a ticket.
Before you buy
Installation & troubleshooting
Still need a human? Send a ticket below or email [email protected] — we answer with your order context if you include the order link.
Open a support ticket
Goes straight to our inbox — include your order reference for the fastest answer.