Frequently Asked Questions
When I try to install the eSIM I receive error 10014 on my Google Pixel Phone
It means that you already have one eSIM installed on your Pixel. Your phone supports only one eSIM at time, please remove the other eSIM before installing ours.
What defines an eSIM?
An eSIM stands as a digital SIM that enables the activation of a cellular plan from your carrier without the necessity of a physical nano-SIM card.
How can I set up my eSIM?
Activating your eSIM involves an uncomplicated 3-step process: 1) Specify your destination 2) Choose a data plan 3) Scan the QR code using your phone.
What separates a physical SIM from an eSIM?
While a physical SIM involves a small chip to be inserted into your phone, an eSIM acts as a virtual SIM allowing the activation of a cellular plan without the need for a physical nano-SIM card.
How can I determine if my phone is eSIM compatible?
Check out our list of supported devices on the eSIM compatible phone page to verify compatibility.
When does plan days start counting?
It depends on the eSIM. Please read the activation email that contains all the instructions. Some eSIM start counting days only when you reach your destination country and your eSIM connects to the network. Some other eSIM start counting days as soon as you scan the QR code, so please refer to the email instructions you receive after the purchase.
Do I need to enable roaming settings?
Yes, the eSIM needs the roaming settings to be enabled. On iPhone devices you can enable it by going to Settings > Cellular > Cellular Data Options > Roaming > Voice & Data. On Android devices you can enable it by going to Settings > Network & Internet > Mobile Network > Advanced > Roaming. IMPORTANT: Make sure to enable the roaming settings ONLY on the eSIM, not on your main SIM, otherwise you will incour in roaming fees.
Why on my Android device I see a different amount of data?
Android devices allows you to set a data warning threshold, usually is set at 2Gb but can be customized. Don't confuse the warning threshold with the real data amount you have. You can check the real available data and the consumed data from your panel.