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Common questions

• How do I install my eSIM?

  After purchase, you'll receive a QR code by email. Open your phone's camera, scan the code, and follow the on-screen prompts. The whole process takes under two minutes. We recommend installing before you fly so you're ready to go when you land.

• Is my phone compatible?

  Most phones from 2018 onwards support eSIM, including iPhone XR and XS and later, Google Pixel 3 and later, and Samsung Galaxy S20 and later. You can check your specific model on our device compatibility page.

• Can I get a refund?

  Yes. If your eSIM hasn't been activated (meaning you haven't connected to a network), you can request a full refund within 30 days of purchase. You can install in advance and still get a refund, as long as you haven't connected. Once activated, we can't refund the plan unless it's faulty. See our refund policy for full details.

• How long does delivery take?

  Delivery is by email rather than by post, so there is nothing to ship and nothing to collect. Most orders land shortly after the payment goes through, and if yours has not, it is almost always in a folder your inbox filed it into.

  If your order email has not arrived

• What if my eSIM doesn't work?

  First, make sure mobile data is turned on and your eSIM is set as the active data line. If you're still having trouble, try toggling airplane mode on and off, or restarting your phone. If none of that works, ask Hal and we'll sort it out.