Question 1

What is a travel eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. A travel eSIM is a prepaid data plan you download by scanning a QR code — no plastic card, no shop visit and nothing is posted to you.

Question 2

Will I keep my own phone number?

Accepted Answer

Yes. A travel eSIM adds a data-only plan alongside your existing SIM, so your usual number stays active for calls, texts and messaging apps such as WhatsApp and iMessage.

Question 3

Does the eSIM include a phone number, calls or SMS?

Accepted Answer

No. Our travel eSIMs are data-only. You can still make calls and send messages over the internet using apps like WhatsApp, FaceTime, Telegram or Skype.

Question 4

Which phones support eSIM?

Accepted Answer

Most phones released from 2018 onwards support eSIM, including recent iPhone, Samsung Galaxy, Google Pixel and many others. Use our compatibility centre to confirm your model. You can also dial *#06# — if an EID number appears, your phone supports eSIM.

Question 5

Does my phone need to be unlocked?

Accepted Answer

Yes. Your phone must be carrier-unlocked to use an eSIM from another provider. If your phone was bought on a contract, check with your mobile operator that it is unlocked before you buy.

Question 6

Can I have more than one eSIM on my phone?

Accepted Answer

Yes. Most phones can store several eSIMs, though usually only one or two lines can be active at the same time. You can switch between them in your mobile settings.

Question 7

How do I choose the right plan?

Accepted Answer

Search for your destination, then pick a plan by data amount and number of days. For light use (maps, messaging, email) 1 GB per week is often enough; for social media, video calls or streaming choose a larger or unlimited plan. Travelling to several countries? A regional or global plan covers them all with one eSIM.

Question 8

Which payment methods do you accept?

Accepted Answer

We accept major debit and credit cards through our secure payment partner, plus wallet payments such as Apple Pay and Google Pay where your device supports them. We never see or store your full card details.

Question 9

Which currencies can I pay in?

Accepted Answer

You can view and pay in 15 currencies, including GBP, USD, EUR, CAD, AUD, JPY, CNY, CHF, THB, MXN, TRY, KRW and BRL. Choose your currency from the menu at the top of the site; prices are converted at up-to-date exchange rates.

Question 10

Will I be charged automatically again?

Accepted Answer

No. Every plan is a one-off prepaid purchase. There are no subscriptions, contracts or automatic renewals.

Question 11

Can I use a discount code?

Accepted Answer

Yes. Enter your code in the promo box at checkout and the discount is applied before you pay. Codes can have expiry dates, minimum spends or destination limits.

Question 12

Do I get an invoice?

Accepted Answer

Yes. An invoice is available for every order and can be downloaded from your order page.

Question 13

Is anything shipped to me?

Accepted Answer

No. eSIMs are purely digital products. Everything — your QR code, manual installation details and invoice — is delivered by email and on your order page. There is no physical delivery.

Question 14

How quickly is my eSIM delivered?

Accepted Answer

Usually within minutes of payment, once our network partner confirms provisioning. Your QR code and manual installation details are sent to your checkout email and shown on your order page.

Question 15

I haven't received my eSIM email. What should I do?

Accepted Answer

Check your spam or promotions folder first. You can also open the order tracking page and enter your order number and email to see your QR code. If it's still missing after 30 minutes, contact us on WhatsApp or at help@atravelsim.com.

Question 16

When should I install my eSIM?

Accepted Answer

Install it before you travel, while connected to Wi-Fi — at home, in the office or anywhere with Wi-Fi. The eSIM downloads over the internet, so Wi-Fi is required for installation; you don't need it later. The validity period starts when the eSIM first connects to a network in your destination, not when you install it.

Question 17

How do I scan and install my eSIM?

Accepted Answer

First, make sure your phone is connected to Wi-Fi — the eSIM downloads over the internet. Then open your phone's camera (or the QR scanner in your settings) and point it at the QR code in your delivery email — the same QR code is also shown on your order page right after payment, so you can scan either one. Tap the prompt to add the eSIM — on iPhone it's "Add eSIM" under Settings > Mobile Service, on Android it's under Settings > Network & Internet > SIMs (Samsung: Settings > Connections > SIM manager). Give it a label like "Travel" and keep your main SIM as the default for calls and texts.

Question 18

What is "Click to install" and why don't I see it?

Accepted Answer

"Click to install" is a one-tap install button that appears only on iPhones that support it (iPhone or iPad with iOS 17.4 or later) when you open your order page. Everyone else sees simple steps for their device instead: on a computer, open the order page and scan the QR code with the phone that will use the eSIM; on Android, open Settings → SIM manager (or Network & internet) → Add eSIM, then scan the code from another screen or copy in the SM-DP+ address and activation code shown on the order page. Stay connected to Wi-Fi while installing.

Question 19

Can I install the eSIM without scanning a QR code?

Accepted Answer

Yes. Your delivery email includes manual installation details (SM-DP+ address and activation code). Enter them under your phone's "Add eSIM" option by choosing "Enter details manually". On recent iPhones you may also be able to install with one tap from the email.

Question 20

Can I scan the QR code from the same phone?

Accepted Answer

Not with the camera. Open the QR code on another screen — from the delivery email or your order page, which shows the same code right after payment — and scan it, or save the QR code image and use "Add eSIM > Use QR code > Open from Photos" (iPhone) or the gallery option on Android. You can also enter the details manually.

Question 21

Can I reinstall or move my eSIM to another phone?

Accepted Answer

Usually no. Most eSIM QR codes can only be installed once. Do not delete the eSIM from your phone until your trip is over. If you have deleted it by mistake, contact support and we'll check what is possible.

Question 22

How do I activate my eSIM when I arrive?

Accepted Answer

Install the eSIM over Wi-Fi before you travel — it stays dormant until you arrive. When you land, select the eSIM as your mobile data line and turn on data roaming for it. The validity period starts at the first network connection in your destination.

Question 23

Why do I need to turn on data roaming?

Accepted Answer

Travel eSIMs connect through local partner networks, which your phone treats as roaming. Roaming must be on for the travel eSIM line. Turn roaming off for your main SIM if you want to avoid charges from your home operator.

Question 24

My eSIM is installed but I have no internet. What can I do?

Accepted Answer

Check that: the travel eSIM is selected for mobile data; data roaming is on for it; you are in a covered country. Then toggle Airplane mode on and off, or restart your phone. You can also select a network manually in the eSIM's network settings. If it still doesn't work, message us on WhatsApp with your order number.

Question 25

Can I use hotspot/tethering?

Accepted Answer

Hotspot is supported on most plans. Any exceptions are listed on the plan before you buy.

Question 26

What speeds will I get?

Accepted Answer

Speeds depend on the local partner network and coverage where you are. Most destinations offer 4G/LTE and many support 5G on compatible phones. Some plans slow down after a fair-use threshold — this is shown on the plan details.

Question 27

How do I check how much data I have left?

Accepted Answer

Open your order page to see your plan details, and check the data usage for the travel eSIM line in your phone's mobile settings. Contact support if you need a precise balance.

Question 28

What happens if I use all my data?

Accepted Answer

Your connection stops when the plan allowance is used. You can buy a top-up or another prepaid plan at any time — nothing is charged automatically.

Question 29

How do I top up my eSIM?

Accepted Answer

Go to the Top up page and enter your order number or your eSIM's ICCID. Choose a top-up package and pay — the extra data is added to the same eSIM, so there is nothing new to install.

Question 30

Can I get a refund?

Accepted Answer

Yes, within 14 days of purchase if the eSIM has not been installed or activated. Once an eSIM has been installed or has connected to a network it can't be refunded, but if it doesn't work because of a fault on our side we'll help with a fix, replacement or refund. See our refund policy for full terms.

Question 31

What if my plans change and I don't travel?

Accepted Answer

If you haven't installed the eSIM, you can request a refund within 14 days of purchase. Contact support with your order number.

Question 32

How do I contact support?

Accepted Answer

Tap Help Chat in the menu to message us on WhatsApp (+44 7343 122806) or email help@atravelsim.com. Please include your order number so we can help quickly. Our assistant answers common questions instantly and passes anything else to our team.

Question 33

How do I track my order?

Accepted Answer

Open the order tracking page and enter your order number and the email used at checkout. You'll see the status, your QR code and your invoice.

Frequently asked questions

eSIM basics

Buying & payment

Delivery & installation

Activation & using data

Refunds & support