Information and policies
Frequently asked questions
Check the plan details before purchase: coverage, validity and activation rules can differ between eSIM products.
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What is an eSIM?
An eSIM is a digital SIM profile installed on a compatible device. The products presented here are digital mobile-data products; a physical SIM is not shipped.
How do I check compatibility?
Your device must support eSIM and normally be unlocked for the required network. Model names can cover different regional variants, so verify the exact model number and any carrier restriction in the device settings before ordering.
When are delivery and activation?
Where purchasing is enabled, delivery is electronic after confirmed payment and supplier fulfilment. A plan may start on installation, on its first supported-network connection, on purchase, or under another supplier rule. The rule shown for the selected plan controls, so do not install early unless it permits this.
Does an eSIM include calls or a phone number?
Many travel eSIMs are data-only. Calls, SMS, tethering, 5G and a local number are included only when the plan details say so. Coverage and speed depend on local networks, location, device and congestion.
What if I need help or a refund?
Contact us with the order reference, purchase email, device model, destination and a concise description. Do not send a password, complete payment-card data or an unused activation code. Refunds are assessed under the published refund policy and applicable mandatory law.