Set up your eSIM
Install the eSIM at home over Wi-Fi before you fly, then turn the line on when you land. Your plan starts counting from the moment it first connects abroad — not from the moment you install it.
How it works
Two things happen, and they happen on different days. You install the eSIM at home before you fly. You turn it on after you land. Nothing is consumed in between.
Open the email we sent you and scan the QR code with the phone you are travelling with. Do this at home, on Wi-Fi, ideally a day or two before departure. Leave the new line switched off.
Turn the SIMLESS line on, turn data roaming on for it, and your phone connects to a local network within a minute or two.
Your plan begins the first time the eSIM connects to a network in your destination — not when you install it, and not when you switch the line on at home. Installing early costs you nothing.
An eSIM-capable phone that is not carrier-locked, a Wi-Fi connection, and the email containing your QR code. Dial *#06# — if an EID number appears, your phone supports eSIM.
Install
Your QR code is in the email we sent after your order. Scan it with the phone you will travel with — an eSIM can only be installed on one device.
Menu names differ slightly by iOS version. On older versions, "Cellular" may read "Mobile Data" or "Mobile Service".
Android menus vary by manufacturer. Look for SIMs, SIM manager or Mobile network.
The same email lists the activation details in text: an SM-DP+ address and an activation code. Enter those manually and leave the confirmation code field empty. This is also the way to install when you are reading the email on the phone you want to set up.
Can I install the same QR code on a second phone?
No. A QR code can be installed once, on one device. If you delete the eSIM from your phone, the same code will not install again and we need to re-issue it — so please do not delete it, even when you are troubleshooting.
My phone says it cannot add another eSIM.
Phones store a limited number of eSIM profiles. Delete an old plan you no longer travel with, then add this one. If you are connected to a VPN, turn it off first — installation often fails while a VPN is active.
Check that it installed
Installation is often silent, and some phones show an error even when it worked. Here is how to confirm it for yourself.
Before you travel, your phone cannot reach the network this eSIM belongs to, so it may tell you the eSIM could not be activated. In almost every case the profile is already installed. Check the list of lines on your phone rather than trusting the message.
Settings › Cellular. The new plan appears in the SIMs list, usually at the bottom. The name may not mention SIMLESS — phones label these lines automatically, so you may see Secondary, Travel or a carrier name. Count the lines instead of reading the names.
Settings › Network & internet › SIMs (or SIM manager). The downloaded plan is listed alongside your usual SIM. Names vary by manufacturer and by plan.
The new eSIM is not in the list at all.
The download probably did not finish. Reconnect to Wi-Fi and scan the QR code again, or enter the SM-DP+ address and activation code manually. If every line in the list is from a previous trip, this one has not been added yet.
It has been stuck on "Activating" for a long time.
This is common when you install before departure: the profile is trying to reach a network it cannot see yet. It can sit there for anything from a few minutes to a few hours, and it does not mean the install failed. Carry on with your trip — it settles once you are abroad.
When you land
Three switches, in this order. Most people are online before they reach baggage claim.
iPhone: Settings › Cellular › tap the SIMLESS line › Turn On This Line. Android: Settings › Network & internet › SIMs › select the plan and switch it on.
Open the SIMLESS line and switch Data Roaming on. This is how the eSIM reaches the local network — it never causes an extra charge, because your plan is prepaid. Then set Cellular Data (Mobile data) to the SIMLESS line so your phone actually uses it.
With Wi-Fi off, load any web page. If it loads, you are on the local network and your plan has started. If you only need data, leave your home line switched on for calls and texts but with its data roaming off.
If you cannot connect
Work through these in order. Almost every case is solved by one of the first three.
Open the SIMLESS line and confirm Data Roaming is on and that Cellular Data is pointed at this line. If the status bar shows two signal indicators, both lines are active — switch your home line off so the phone stops preferring it.
iPhone: Settings › Cellular › SIMLESS line › Cellular Data Network. Android: the Access Point Names screen. The APN differs from plan to plan, and the correct one for your eSIM is printed in your setup email. Leave the username and password fields empty.
Open Network Selection on the SIMLESS line, turn Automatic off, and pick an operator from the list. If the list is empty, go back one screen and open it again. Regional plans — Europe, the United States — often connect on the second or third operator you try. Repeat this in each new country.
A carrier or work profile left on the phone can block the new line. Settings › General › VPN & Device Management: photograph the details first, then remove the profile and restart the phone. Ask the profile's owner if you need it reinstalled later — we cannot restore it for you.
Tell us your phone model, the country you are in, and what the screen shows. Support is available 365 days a year in English and most cases are solved in one short chat. If we cannot get you connected, you get your money back.
It says "not compatible" or "already installed".
Either the phone is still carrier-locked, or this QR code has already been used on a device. Check your list of lines first — if the plan is there, installation is done. If the phone is locked, only your original carrier can unlock it.
It connects but the data is slow or keeps dropping.
Restart the phone, then toggle airplane mode on and off. If you are on a multi-country plan, check that the operator name your phone shows belongs to the country you are actually in — if not, select the network by hand. Do not delete the eSIM; contact us from Wi-Fi instead.
Bought on Amazon?
Amazon does not deliver the eSIM itself. Redeem your order number here and we email the QR code, usually within about five minutes.
It says my order is not paid yet.
Amazon has not confirmed payment to us yet. This is normal in the first hours after an order, and can occasionally take a day. Nothing is lost — try again a little later, and message us if you are travelling today.
The QR code email has not arrived.
Check your spam folder first, and make sure the address you entered has no typo. If you bought more than one eSIM in a single order, they arrive as separate emails. If nothing is there after 30 minutes, contact us with your Amazon order number.
Finding your APN and activation details
Everything your phone might ask for is in the email we sent when your eSIM was issued.
The email carries the QR code image, the SM-DP+ address and activation code for manual installation, the APN for this plan, and a note explaining exactly how your plan counts days. Keep it — it is the only place these details are published, and you may need the APN on arrival.
Receipts and refunds
Where to go depends on where you bought.
Ordered on this site: your order confirmation email is your receipt, and we can reissue it on request. Ordered on Amazon: use Your Orders on Amazon — invoices for Amazon purchases are issued by Amazon, not by us.
An eSIM that has never connected to a network can be refunded in full within 30 days. Once a plan has connected it has started, so it can no longer be refunded — except when the eSIM will not work on your phone and we cannot fix it, in which case you are covered. Amazon orders that have not been redeemed yet are returned through Amazon.
How plan days are counted
Counting starts when the eSIM first connects in your destination, for every plan we sell.
Most plans count a day as 24 hours from that first connection. Some count calendar days instead, ending at 23:59 in the plan's own time zone — so a plan started late in the evening loses most of its first day. Your setup email states which rule applies to the plan you bought. Either way, install before you fly but connect only when you arrive.
Don't delete the eSIM — that makes it harder to fix. Message us with your phone model and what you see on screen, and we'll walk you through it. Support is available 365 days a year, in English.
Contact support