Travel eSIM questions and answers
Find answers about buying, installing and using your travel eSIM.
What is an eSIM?
It is a digital SIM built into your device. You can install a plan without replacing your physical SIM.
Is my phone compatible?
Use our compatibility checker to check your device. It must also be carrier-unlocked.
Do I need to remove my physical SIM?
No. You can keep it installed and choose which line to use for mobile data.
Can I keep using WhatsApp?
Yes. WhatsApp stays linked to your current number.
How do I receive my eSIM?
After payment is confirmed, your eSIM and installation instructions will appear on the next screen as soon as they are available. You will also receive everything by email.
How long does delivery take?
If your eSIM is still being issued, the next screen will show its preparation status. Please wait for confirmation that it is ready.
Which payment methods are accepted?
We accept credit cards and prepaid cards that support online payments. We do not accept PIX.
When should I install my eSIM?
Installing before your trip depends on your plan’s rules and installation deadline. At your destination, select the eSIM for mobile data and enable data roaming. Follow the steps in our Installation Guide.
How do I scan the QR code?
Open your device’s mobile network settings and choose the option to add an eSIM.
Can I install it before my trip?
Check your plan’s specific instructions before installing. For some Thailand plans, validity starts at installation. If the rule is unconfirmed, contact support before installing.
How do I turn on mobile data?
Select the eSIM as your mobile data line and enable data roaming for that line when instructed.
Can I share my eSIM’s internet with other devices?
Our unlimited plans let you share your internet connection with other devices. For fixed-data plans, contact our support team before buying to confirm availability.
What should I do if the internet does not work?
Make sure your eSIM is selected for mobile data, data roaming is enabled and the APN follows your plan’s instructions. If the problem continues, contact our support team.
Can I request a refund?
Refund requests are assessed according to eSIM eligibility and applicable law. See our refund policy.
Can I request a refund after installing or using my eSIM?
In general, installed, activated or used eSIMs are not eligible for a commercial refund. If you have not installed, activated or used yours, contact us within 14 days of purchase so we can assess your request under our refund policy and applicable law. Mandatory withdrawal rights and statutory guarantees remain protected.