常见问题
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.
我的手机能用 eSIM 吗？
2019 年之后上市的手机大多支持 eSIM（iPhone XS 及更新机型、Google Pixel 3 及更新机型、近几年的三星 Galaxy 旗舰等）。拨打 *#06#，如果显示 EID 号码就说明支持。此外手机还需要是解锁版（无运营商锁）。
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.
什么时候安装 eSIM 比较好？
建议出发前在家用 Wi-Fi 装好，但先把 eSIM 线路关着。到目的地之后再打开——有效期从第一次连上网络开始算，不是从安装那一刻算。
在 Amazon 买的怎么兑换？
打开兑换页面，填写 Amazon 订单号（在「我的订单」里可以查到）和接收二维码的邮箱，大约 5 分钟就会收到。
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.
原来的号码还能打电话发短信吗？
可以。通话和短信继续走您原来的 SIM（或原有 eSIM），数据流量交给 SIMLESS 的 eSIM。记得把原号码的数据漫游关掉，以免产生费用。
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.
可以给笔记本电脑开热点吗？
可以。所有套餐都支持热点共享，不额外收费。
流量用完会怎样？
就是停止上网，不会产生任何超额费用。需要的话，几分钟就能再买一份新套餐装上。
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.
到了当地连不上怎么办？
随时联系我们。365 天英文客服在线，大部分问题一次聊天就能解决。如果最终仍然无法联网，我们全额退款。
可以退款吗？
未使用、未开通的 eSIM，自购买起 30 天内可全额退款。一旦 eSIM 连接过网络就不再受理退款，经确认的技术故障除外。