Question 1

What is an eSIM and how does it work?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you scan a QR code and your plan installs in seconds. Your regular SIM keeps working alongside it.

Question 2

Does my plan start when I buy it?

Accepted Answer

No. Your plan starts when the eSIM first connects to a network in your destination, so you can buy it days before your trip.

Question 3

Can I keep my WhatsApp number?

Accepted Answer

Yes. WhatsApp is linked to your number, not your SIM, so it keeps working as normal while you use SimOrbit for data.

Question 4

What's the difference between a data eSIM and a full eSIM?

Accepted Answer

A data eSIM gives you mobile internet only. A full eSIM plan includes data plus call minutes, for when you need to make calls on the go.

Question 5

When should I install my eSIM?

Accepted Answer

Install it before you leave, while you're on Wi-Fi at home. Keep the line switched off until you land, then turn it on and enable data roaming.

Question 6

How do I install it?

Accepted Answer

After checkout you get a QR code on screen and by email. On iPhone go to Settings › Mobile Service › Add eSIM; on Android go to Settings › Network & internet › SIMs › Add eSIM, then scan the code.

Question 7

Can I install the same eSIM on two phones?

Accepted Answer

No. Each QR code can be installed once, on one device. Buy a separate plan for each phone.

Question 8

I deleted my eSIM by mistake. What now?

Accepted Answer

Most eSIMs can't be reinstalled once deleted. Contact us with your order number and we'll check what we can do.

Question 9

Why do I have no internet after landing?

Accepted Answer

Make sure the SimOrbit line is turned on, set as your mobile data line, and that data roaming is enabled for it. Restarting your phone often helps too.

Question 10

Can I use my eSIM as a hotspot?

Accepted Answer

On most plans, yes. You can share your data with a laptop or tablet using your phone's personal hotspot.

Question 11

Which networks will I connect to?

Accepted Answer

Each plan uses local partner networks. You can see the supported networks and speeds on the plan page before you buy.

Question 12

What happens when my data runs out?

Accepted Answer

Your connection stops until you top up. You can add more data any time from your account.

Question 13

Which payment methods do you accept?

Accepted Answer

You can pay by credit or debit card, PayPal, cryptocurrency, or with your SimOrbit wallet balance.

Question 14

How does the wallet work?

Accepted Answer

Top up your wallet once and use the balance for future plans and top-ups, without entering your card every time.

Question 15

Which currency will I be charged in?

Accepted Answer

Prices are shown in the currency you choose at the top of the site. The final amount is confirmed at checkout before you pay.

Question 16

Can I get an invoice?

Accepted Answer

Yes. Your order details are in your account, and our team can send an invoice on request.

Question 17

Can I get a refund?

Accepted Answer

Yes, for unused plans. If your eSIM hasn't been activated or used, you can request a refund within 7 days of purchase.

Question 18

What if my eSIM is already activated?

Accepted Answer

Once a plan has been activated or data has been used, refunds generally aren't available, except where required by law.

Question 19

How do I request a refund?

Accepted Answer

Contact support with your order number and the reason for your request. We'll review it and get back to you by email.

Question 20

Where will my refund go?

Accepted Answer

Approved refunds are returned to your original payment method.

Question 21

Should I create an account?

Accepted Answer

An account is recommended: it keeps your QR codes, orders and wallet in one place so you can find them any time. The wallet is only available when you're logged in.

Question 22

Where can I find my QR code again?

Accepted Answer

Log in and open your profile — every eSIM you've bought is listed there with its QR code and details.

Question 23

I forgot my password. What do I do?

Accepted Answer

On the log in page, choose "Forgot?" and we'll email you a code to reset your password.

Question 24

How do I change my email or delete my account?

Accepted Answer

Contact support from the email address on your account and we'll help you.

Frequently asked questions

The basics of travel eSIMs