How can we help?
Getting started
What is an eSIM?
An eSIM (embedded SIM) is a digital SIM card built into your device. Unlike physical SIM cards, eSIMs can be activated remotely without needing to insert a card.
Is my device eSIM compatible?
Most modern smartphones from 2018 onwards support eSIM. Check the Device Compatibility tool in the app's Profile settings, or visit your device manufacturer's website.
How do I activate my eSIM?
After purchase you'll receive a QR code. Go to Settings → Cellular → Add Cellular Plan on iOS, or Settings → Connections → SIM Manager on Android, then scan the QR code.
Using your eSIM
Can I install the eSIM before I travel?
Yes, and we recommend it. Install the eSIM before you depart, then only enable data roaming when you arrive at your destination to avoid unexpected charges.
How long does activation take?
eSIM activation typically takes 2–5 minutes. In rare cases it may take up to 30 minutes. Make sure you have a stable internet connection during setup.
What happens when my data runs out?
Your data connection will stop. You can top up through the app at any time from the My eSIMs screen. Your eSIM remains active until its validity period expires.
My QR code scan failed. What should I do?
Ensure your screen brightness is at maximum and try scanning in good lighting. If it still fails, use the manual entry option with the SM-DP+ address and activation code shown in the app.
Do plans automatically renew?
No. Plans are one-time purchases. You'll need to manually purchase a top-up or new plan when you need more data.
Billing & refunds
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), Apple Pay, and Google Pay.
Can I get a refund?
Unused eSIMs can be refunded within 14 days of purchase if not yet activated. Once activated, plans are non-refundable. Contact support@esimzio.com for assistance.