We’re Here to Help
Get support for eSIM activation, troubleshooting, and any questions about your mobile data service.
Contact Our Support Team
Need help? We’re available 24/7 to assist you with any questions or issues.
⏱️ Average response time: 2-4 hours
Quick Help Topics
Getting Started
New to eSIM? Here’s what you need to know:
- Check device compatibility
- Purchase your eSIM plan
- Receive QR code via email
- Scan and activate
- Start using data instantly
Activation Issues
Having trouble activating your eSIM?
- Ensure stable WiFi connection
- Check QR code is clear
- Restart your device
- Manual installation option
- Contact support with order ID
Connection Problems
Can’t connect to mobile data?
- Enable data roaming
- Select correct network
- Toggle airplane mode
- Check APN settings
- Verify plan is active
Billing & Refunds
Questions about your purchase?
- View order confirmation email
- Check plan validity period
- Refund policy (unused plans)
- Payment methods accepted
- Invoice and receipt requests
Top-Up & Renewals
Need more data?
- Purchase additional plans
- Check remaining data balance
- Plan expiry notifications
- Multi-country options
- Subscription options (coming soon)
Account Security
Keep your account safe:
- Secure email access
- Don’t share QR codes
- Report suspicious activity
- Privacy policy compliance
- Data protection measures
Troubleshooting Guide
Step 1: Verify Device Compatibility
Ensure your device supports eSIM. Go to Settings > Cellular/Mobile Data > Add Cellular Plan. If you don’t see this option, your device may not support eSIM.
Step 2: Check Network Settings
Enable Data Roaming: Settings > Cellular > Your eSIM > toggle Data Roaming ON. Select the eSIM line as your primary data source.
Step 3: Network Selection
Go to Settings > Cellular > Network Selection. Turn off Automatic and manually select a network from the available list. Try different carriers if the first doesn’t work.
Step 4: Reset Network Settings
If all else fails, reset your network settings: Settings > General > Reset > Reset Network Settings. Note: This will remove all saved WiFi passwords.
Step 5: Contact Support
Still having issues? Email us at es*******@***il.com with your order number, device model, and a description of the problem. We’ll respond within 2-4 hours.
Frequently Asked Questions
🔍 How do I check if my device supports eSIM?
For iPhone: Go to Settings > General > About. If you see ”Digital SIM” or can add a cellular plan, you have eSIM. For Android: Settings > Network & Internet > Mobile Network. Look for ”Add carrier” or ”Download SIM” option.
⏰ When does my plan validity start?
Your plan starts when you first connect to a mobile network in the destination country, not when you install the eSIM. You can install it before your trip.
📊 How do I check my remaining data?
Check in your device settings under Cellular/Mobile Data. Some carriers also provide a USSD code (like *100#) to check balance. Refer to your eSIM confirmation email for specific instructions.
🔄 Can I use the same eSIM on multiple devices?
No, each eSIM QR code is unique and can only be installed on one device. Once installed, it cannot be transferred. Purchase a separate eSIM for each device.
💬 Can I make calls and send SMS?
Most plans are data-only. You can use apps like WhatsApp, Telegram, Skype, or FaceTime for calls and messages over data. Some country-specific plans may include voice/SMS – check plan details.
🔐 Is my connection secure?
Yes, eSIM uses the same secure mobile networks as physical SIM cards. For extra security, use a VPN when connecting to public networks or handling sensitive data.
🌍 Can I use my eSIM in multiple countries?
Regional and Global plans work in multiple countries. Country-specific plans are typically for one country only, though some may include limited roaming. Check your plan details.
💰 What is your refund policy?
We offer refunds for unused eSIM plans within 7 days of purchase, provided the eSIM has not been activated. Once activated, plans are non-refundable. Contact support with your order details.
