Questions fréquentes
From choosing a phone to fixing a connection abroad. Step-by-step installation instructions, screen by screen, are in the setup guide.
What exactly is an eSIM?
A SIM card that is downloaded instead of posted. Your phone stores the profile internally, so there is no plastic card to collect, swap or lose — and nothing to return when your trip ends.
Mon téléphone est-il compatible eSIM ?
La plupart des téléphones sortis depuis 2019 gèrent l’eSIM : iPhone XS et plus récents, Google Pixel 3 et plus récents, et les Samsung Galaxy haut de gamme des dernières années. Composez *#06# : si un numéro EID s’affiche, votre appareil est compatible. Il doit également être désimlocké.
Do I have to take my own SIM card out?
No. The eSIM is added alongside the SIM you already use, and you choose which line carries data. Nothing is removed, so there is no card to keep safe and nothing to put back when you get home.
I am flying today — will it arrive in time?
Yes. Orders placed on this site are delivered by email within minutes, day or night, and installing takes about two more. Amazon orders need to be redeemed first, which usually takes about five minutes once Amazon has confirmed the payment.
Quand faut-il installer l’eSIM ?
Installez-la chez vous en Wi-Fi avant de partir, mais laissez la ligne eSIM désactivée. Activez-la à l’arrivée : la validité démarre à la première connexion, pas à l’installation.
Comment récupérer un achat effectué sur Amazon ?
Rendez-vous sur la page de récupération, saisissez votre numéro de commande Amazon (dans « Vos commandes ») et l’adresse e-mail où recevoir le QR code. Il arrive en 5 minutes environ.
My phone says the eSIM could not be activated.
That message is expected before you travel: the profile cannot reach its network until you are in the destination. Look at Settings › Cellular (Android: SIM manager) instead — if the plan is listed there, installation worked and it will activate on arrival.
It has been stuck on “Activating” for hours.
Also normal when you install ahead of a trip. The profile is waiting for a network it cannot see yet, and it clears once you land. You do not need to reinstall — reinstalling is what usually causes real problems.
I get “not compatible” or “already in use”.
Either the phone is still locked to a carrier, or this QR code has already been installed once. Check your list of lines first. If the phone is locked, only the carrier that sold it can unlock it — we cannot.
My iPhone asks what kind of plan this is, or to label the lines.
Any label is fine — it is just a name on your screen. Call it SIMLESS or Travel so you can find it later. When asked which line to use for calls, messages and data, keep your usual line for now and switch data to SIMLESS after you land.
I switched the line on before leaving home. Did I waste my plan?
No. The plan starts on the first connection in your destination, so switching the line on at home does not consume anything — your phone simply cannot find that network yet.
How are the days of my plan counted?
From the first connection abroad. Most plans count a day as a full 24 hours from that moment; some count calendar days that end at 23:59 in the plan’s own time zone. The email that delivered your eSIM states which rule applies to the plan you bought.
Puis-je garder mon numéro pour les appels et les SMS ?
Oui. Votre carte SIM physique (ou votre eSIM habituelle) reste active pour les appels et les SMS, tandis que l’eSIM SIMLESS s’occupe des données. Pensez à désactiver les données en itinérance sur votre ligne habituelle pour éviter des frais.
Do the regional plans really work in every country listed?
Yes — one profile covers the whole region, and your phone switches operator as you cross borders. If it does not pick a network up after an hour in a new country, open Network Selection, turn Automatic off and choose an operator by hand.
How fast is it? Do you throttle?
You get the same 4G/5G networks local customers use, at local speeds, wherever 5G is available on that plan. We do not throttle. Speeds still vary with coverage, crowding and your phone, exactly as they would on a local SIM.
The connection keeps dropping.
Restart the phone, then toggle airplane mode on and off. If that does not settle it, select the operator manually under Network Selection. Do not delete the eSIM — contact us from Wi-Fi and we will work it out with you.
Puis-je partager la connexion avec mon ordinateur ?
Oui, le partage de connexion est inclus sans supplément sur tous les forfaits.
Que se passe-t-il quand mes données sont épuisées ?
La connexion s’arrête, tout simplement : il n’y a jamais de hors-forfait. Si vous en avez besoin, vous pouvez acheter et installer un nouveau forfait en quelques minutes.
When can I delete the eSIM from my phone?
Once the plan has expired and you are home. Deleting is permanent — the same QR code cannot be installed again — so keep it while you are still travelling, even if something is not working.
Et si cela ne fonctionne pas à mon arrivée ?
Écrivez-nous à tout moment : l’assistance est disponible 365 jours par an en anglais et la plupart des cas se règlent en une seule conversation. Si nous ne parvenons pas à vous connecter, vous êtes intégralement remboursé.
Puis-je être remboursé ?
Une eSIM non utilisée et non activée est intégralement remboursable dans les 30 jours suivant l’achat. Une fois l’eSIM connectée à un réseau, le remboursement n’est plus possible, sauf défaut technique avéré.