FAQs
Welcome to our Frequently Asked Questions (FAQs) page! This resource has been carefully designed to provide you with answers to common inquiries and address any concerns you may have about our services. We understand the importance of clear communication and seamless experiences, which is why we have compiled the most relevant questions and answers to help you navigate our offerings with ease. If you can’t find the information you’re looking for or require further clarification, please don’t hesitate to reach out to our support team. We’re here to help and ensure your satisfaction every step of the way.
[accordion] [accordion-item title=”Which devices can be used with eSIM?”]
Compatible eSIM devices include both iOS and Android devices that are eSIM-enabled and unlocked. It’s important to note that SIM-locked devices cannot be used with an eSIM.
- How to check if my iOS device is eSIM compatible and carrier unlocked?
- What devices Support eSim?
The validity period starts when the eSIM connects to any supported network/s.
[/accordion-item] [accordion-item title=”Does your eSIM plan include voice calls and text messaging capabilities?”]Our eSIM offers data-only packages, which means that local and international calls are not permitted. However, you can utilize apps like WhatsApp or Skype to make calls by leveraging your data plan, if necessary.
[/accordion-item] [accordion-item title=”Can I send SMS?”]No, our eSIM are data only but you can use watapps, telegram etc to send your messages
[/accordion-item] [accordion-item title=”When I try to install QR code (manual or scan) he says no longer available so please resend good QR code.”]You can only install your eSIM once. If you install more than once then you’ll get a message that will say the code is no longer valid/available.
[/accordion-item] [accordion-item title=”Can I keep my existing mobile number?”]yes, our eSIM can co exists with your current sim but please note that you may only use one eSIM at any one time. eSIM and physical eSIM can be active at then same.
[/accordion-item] [accordion-item title=”Does eSIM work on iPhone 11?”]yes, but please make sure your phone is not network locked
[/accordion-item] [accordion-item title=”Does your esim have number as well?”]No, we only sell data internet only eSIM. No phone number but you can use whatapps, messenger, wechat etc.. to make calls
[/accordion-item] [accordion-item title=”Why am I experiencing slow network speeds?”]Speed is dependent on coverage, congestion, or prioritization of the local carrier. However, if your eSIM requires you to manually add/update your APN settings – and if you do not add it correctly – it may be misunderstood as if your connection is slow, while in fact, the eSIM was not set up correctly. If you are experiencing slow network speeds, please check if you have met all the requirements from your eSIM installation page, and proceed as below: Set up your APN settings (if required) Set the device to 3G temporarily If you are experiencing slow network speeds after completing the above, please try to: Set your device to 3G only if available Toggle the airplane mode on and off In case your eSIM supports more than one network, you can also try to select a different network than you are currently connected to, in order to see if it provides a better service.
[/accordion-item] [accordion-item title=”Why am I getting “PDP Authentication Failure” error message.”]The PDP Authentication Failure can be related to your settings, or eSIM data/validity.
Please check if you have experienced the following items: The APN is set according to the information from your eSIM installation page if required (all lower case and in one word) You have remaining data on your eSIM: if you try to connect while there is no remaining data, you may encounter this error. You are connected to the supported network as advised on your eSIM installation page In order to find the eSIM installation page and all the details please go to My eSIMs > Details > Install eSIM and scroll down the page. In this case, please reset your network settings. If the above steps do not help, please try resetting your network settings*: Go to Settings on your device Go to General Go to Reset Go to Reset Network Settings Restart your device *Resetting network settings reset existing WiFi networks and passwords, cellular settings, and VPN and APN settings.
[/accordion-item] [accordion-item title=”Why am I getting ‘Unable to Complete Cellular Plan Change’ error message?”]The Unable to Complete Cellular Plan Change error message is related to an installation failure which can be caused by different factors as follows: 1. Too many eSIMs are installed on the device. eSIM compatible devices allow you to install multiple eSIMs, but depending on the device model, the number of eSIMs you can have active simultaneously may vary. For example, iPhones can store from 5 to 10 eSIMs depending on the device’s storage. For more information, please contact your phone manufacturer. If you confirm that you have maximized your device’s eSIM storage. You can remove your old eSIMs on the device. You may see the instructions on how to remove eSIMs here: How can I remove an eSIM from my device? 2. Cellular/Mobile data is disabled in the device’s settings 3. Trying to install an eSIM that was already installed: most eSIMs can only be installed once. You can verify if the eSIM is installed on your device by Going to Settings > General> About> Scroll down to find the ICCID (it’s a 20 digits number that starts with 89XXXXXXXXXXXXXXXXXX and ends with a random extra number). If you confirm that the ICCID has been installed it might be a matter of making a few adjustments to get connected. Please refer to your eSIM installation page for all the details. 4. Poor connection when trying to install the eSIM. This commonly happens when using the ship’s wi-fi or public wi-fi.
[/accordion-item] [accordion-item title=”I’m experiencing the ‘Cellular Plans From This Carrier Cannot be Added’ error message”]This error may show if you are trying to install an eSIM on a network-locked device. You can check if your device is locked by following the steps below: Go to Settings > General, and tap About. Under Carrier Lock, you should see a message that says No SIM restrictions. If you don’t see that message, please contact your carrier to have your device unlocked.
[/accordion-item] [accordion-item title=”What should I do if the eSIM is stuck activating on my iOS device?”]Sometimes, an eSIM can get stuck activating on an iOS device.
This usually happens when you have installed an eSIM but haven’t yet arrived at your destination country/region. You can rest easy knowing that the eSIM is fully installed, even if it displays “activating” or “activation failure.”. The activation process will finish when you reach your destination and are within the network coverage area. Remember, even if the eSIM remains stuck on activating, you should still be able to use other features that don’t rely on network connectivity. Once you reach your destination and the device is within the network coverage area, the eSIM should activate successfully, and you can start using it.
[/accordion-item] [accordion-item title=”My device is network locked eSIMs can only be installed on devices that are both eSIM-compatible and network unlocked.”]Please contact your mobile carrier to unlock your device. Also, if your device was just unlocked, your carrier may have disabled eSIM support for a period of time for security reasons. Please contact your mobile carrier to unlock your device or override the security settings.
[/accordion-item] [accordion-item title=”What Important information do I need to know before I buy an Esim?”]Your device must be both network-unlocked and compatible with eSIMs. A strong WiFi connection is necessary for successful activation of the eSIM. If the QR Code does not work, the code must be manually entered in the device’s settings. Keep in mind that the validity period starts when the eSIM first connects to a supported network. Check the Activation Policy on your plan page before you buy, because it sets when your days begin. To avoid losing access to the eSIM, it’s advised not to remove it during use, as eSIMs cannot be reinstalled or regenerated. Don’t forget to enable data roaming.
[/accordion-item] [accordion-item title=”I can’t connect with my eSIM on my Android device If you are having trouble connecting your eSIM on an Android device”]please make sure to check the required settings for your eSIM. These can be found by going to My eSIMs > Details > Install eSIM/Access Data. To turn on the Data Roaming: Go to Settings on your device Go to Mobile Network Tap on your eSIM Make sure Roaming is set to ON. To update the Access Point Name (APN settings): Go to Settings on your device Go to the Network & Internet section Go to Mobile Networks Go to Access Point Names Tap “+” or “ADD” Type the new APN settings as written in the eSIM installation details under APN (all lower case, all one word) Tap save Leave the other fields blank Please also ensure that the device is connected to the supported network(s).
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