Help centre
Answers about buying, installing and using your travel eSIM. Search for a question, or pick a topic below.
Getting started and installing
Set up your eSIM before you fly and get online the moment you land.
10 answersDevice compatibility
Check your phone supports eSIM and is unlocked before you buy.
10 answersData usage and coverage
Coverage, choosing the right plan, and how much data you'll need.
11 answersBuying and payment
How ordering, payment and pricing work.
11 answersDelivery and your QR code
Where your QR code arrives, and what to do if you can't find it.
10 answersTroubleshooting
Quick fixes for the most common eSIM problems.
11 answersRefunds and cancellations
When you can get a refund, and how to request one.
10 answersAccount and privacy
Orders, your data, cookies and how to reach us.
10 answersBrowse all questions
No matching questions. Try another word, or email our support team.
Getting started and installing
- What is an eSIM?
- How do I set up my eSIM before I travel?
- Do I install the eSIM at home or when I land?
- How do I scan the QR code on an iPhone?
- How do I scan the QR code on an Android phone?
- What if I can't scan the QR code?
- When does my data plan start counting down?
- What happens straight after I pay?
- Do I keep my normal SIM in my phone as well?
- Do I need to be online to install my eSIM?
Device compatibility
- Is my phone compatible with an eSIM?
- How do I check if my iPhone supports eSIM?
- How do I check if my Android phone supports eSIM?
- What does carrier-unlocked mean, and why does it matter?
- My phone is older than the models listed. Will it work?
- Does an iPad or tablet work with your eSIMs?
- Can I use one eSIM on two phones, or share it?
- I bought my phone abroad. Could that affect eSIM support?
- Do I need the latest software to use an eSIM?
- Which network will my eSIM use at my destination?
Data usage and coverage
- Which countries does my plan cover?
- Should I choose a regional or a single-country plan?
- How much data do I need?
- What happens when my data runs out?
- Can I top up or add data to my current eSIM?
- Why is my data slower than I expected?
- Will I get 5G?
- Can I use my eSIM as a hotspot or for tethering?
- Can I make calls and send texts on my eSIM?
- How do I check how much data I've used?
- Does unused data roll over when my plan ends?
Buying and payment
- How do I buy an eSIM?
- What payment methods do you accept?
- Which currency am I charged in?
- Do your prices include VAT?
- Will I be charged again after I buy, like a subscription?
- I've paid but haven't received my eSIM. What should I do?
- Can I buy an eSIM for someone else, or as a gift?
- Can I buy more than one eSIM in a single order?
- Do I need an account to buy?
- Can I get a receipt or VAT invoice?
- Is my payment secure?
Delivery and your QR code
- How and when do I get my eSIM?
- I can't find my confirmation email or QR code. What now?
- Can I re-download my QR code later?
- What do I do with the QR code?
- Can I install my eSIM from the QR code on a second phone?
- I deleted my eSIM by mistake. Can I get it back?
- How long do I have to install my eSIM after buying?
- Do I need internet to install the eSIM?
- Can I screenshot or print the QR code?
- Is my QR code single-use?
Troubleshooting
- I've arrived but I have no data. What should I check?
- Do I really need to turn on data roaming?
- My eSIM shows as connected but I still can't get online.
- Do I need to change my APN settings?
- My eSIM won't install, or the QR code won't scan.
- I get an error like 'unable to add eSIM' or 'invalid QR code'.
- My data has run out. How do I get back online?
- I accidentally deleted my eSIM.
- Can I move my eSIM to a new phone?
- My speeds are slow. What can I do?
- Nothing has worked. How do I get help?
Refunds and cancellations
- Can I get a refund on my eSIM?
- How do I request a refund?
- My eSIM is unused. How long do I have to cancel?
- I've already installed or activated my eSIM. Can I still get a refund?
- My eSIM didn't work. Can I get a refund?
- How long does a refund take?
- I bought the wrong plan or the wrong country. What can I do?
- Why was my 14-day cancellation right waived at checkout?
- My phone turned out to be incompatible or locked. Can I get a refund?
- Can I cancel my order before it's delivered?
Account and privacy
- Do I need an account to use your store?
- How do I find my order again?
- What personal data do you collect?
- Do you store my card details?
- Will you send me marketing emails?
- Do you use cookies?
- How do I delete my data or exercise my privacy rights?
- Is my QR code private?
- Who runs this store?
- How do I contact you?
Still need help?
If you can't find the answer here, email our support team with your order reference and we'll help. We aim to reply within one business day. Prefer to talk? Call us on 0330 043 1991.