Help Center
Short, direct answers for every step of using an eSIM.
Getting started
What an eSIM is, whether it fits your trip, and what to prepare.
- What is an eSIM?
- How does an eSIM work?
- Can I install my eSIM before I travel?
- What does data-only mean?
13 articles
Buying
Choosing a plan, data size, and when to buy.
- How much data should I buy?
- When should I buy my eSIM?
- Can I buy in bulk for a company or tour group?
- Can I buy an eSIM for someone else?
12 articles
Installation
QR scanning, manual install, and installing before you fly.
- How do I scan the eSIM QR code?
- Can I install manually without scanning a QR?
- How long does installing an eSIM take?
- Can I install an eSIM without Wi-Fi?
11 articles
Aktivierung
When validity starts and what to do on arrival.
- When does plan validity start?
- Does leftover data disappear when the plan expires?
- What do I do right after landing?
- Which time zone does the validity follow?
7 articles
Netz
Network selection, no service, and roaming settings.
- Do I need to turn on data roaming?
- Do I have to set the APN myself?
- How do I select a network manually?
- My phone attached to a slower network
18 articles
Data & speed
Real-world speed, FUP, and checking your remaining data.
- The connection is slower than expected
- What does FUP mean?
- Is an unlimited plan really unlimited?
- What time does a daily plan reset?
14 articles
Hotspot
Sharing data with other devices and common limits.
- Can I share a hotspot from my eSIM?
- Hotspot is on but other devices cannot connect
- Sharing a hotspot drains my battery. What helps?
- How many devices can share my hotspot?
5 articles
Top-up
Adding data, extending validity, and conditions.
- Can I add more data?
- Why can't I top up my plan?
- Can I top up after the plan has expired?
- Does topping up extend the validity?
6 articles
Orders
Tracking orders, receipts, and delivery issues.
- I paid but did not receive my eSIM
- Payment succeeded but there is no QR
- How do I contact support?
- Can I get a receipt or tax invoice?
10 articles
Payments
Payment methods, currency, and failed payments.
- My payment failed
- Which payment methods do you accept?
- Can I choose my currency, and what am I charged in?
- Which currency will I be charged in?
7 articles
Refunds
When a refund applies and how to request one.
- When can I get a refund?
- I bought the wrong destination
- My trip moved — do I lose the plan?
- Can I get a refund after installing?
7 articles
Geräte
Supported phones and model or market restrictions.
- Can I move an eSIM to a new phone?
- How do I check whether my phone supports eSIM?
- Can a carrier-locked phone use a travel eSIM?
- My phone does not support eSIM — what are my options?
9 articles
Konto
Signing up, signing in, and managing your details.
- Do I need an account to buy?
- How is my eSIM data stored?
- Can I change my account email?
- Can I have my account and data deleted?
7 articles
Troubleshooting
Step-by-step fixes when data will not work.
- The QR code will not scan — what now?
- It says the QR code has already been used
- My eSIM is stuck on 'Activating'
- Activation failed after installing
11 articles
Cannot find your answer?
Message us on LINE or email esimonline.asia@gmail.com