Help & FAQ
Everything you need to know about buying, installing and using a travel eSIM.
Buying an eSIM
Do I need an email address or password?
No. Your account is protected by a 12-word recovery phrase created on your device, and you can add a passkey (Face ID, Touch ID, Windows Hello or fingerprint) for one-tap sign in.
Which payment methods do you accept?
Cards and wallets such as Apple Pay and Google Pay through Stripe, and — when enabled — cryptocurrency through NOWPayments. We never see or store your card details.
How quickly will I receive my eSIM?
Usually within a minute of payment. It appears in My eSIMs, ready to install.
Installing and using your eSIM
When does my plan start?
Most plans start when your eSIM first connects to a supported network at your destination. You can install it before you travel.
Can I keep using WhatsApp and my number?
Yes. Your eSIM provides data. Your main SIM can stay enabled for calls and SMS, and messaging apps keep working over data.
Should I turn on data roaming?
Yes — for the eSIM line only. Travel eSIMs connect to partner networks abroad, so data roaming must be enabled for the eSIM. Keep roaming off for your home SIM to avoid charges from your home carrier.
Can I reinstall my eSIM if I delete it?
Most eSIMs can only be installed once. Please don't delete the eSIM from your phone while you still need it.
Data and top-ups
What if I run out of data?
Add data from My eSIMs in a few taps. Compatible packages are added to the same eSIM.
How do I check how much data I have left?
Open My eSIMs. Your remaining data and expiry date are shown on each eSIM, and we alert you at 50% and 80% usage.
Refunds and account security
Do you offer refunds?
If your eSIM hasn't been installed and we can't deliver it, we'll refund you. Contact support with your order reference.
Is my account secure?
Your account is protected by a recovery phrase that never leaves your device, and optionally a passkey. We never see or store it.
What if I lose my recovery phrase?
If you still have a passkey you can keep signing in. Without your passkey and recovery phrase, we cannot recover your account — we never store the phrase. Support will never ask you for it.
Still need help?
Contact us — include your order reference (from your order page). Never share your recovery phrase with anyone.