FREQUENTLY ASKED QUESTIONS

An eSIM (embedded SIM) is a digital SIM card that allows you to activate a cellular plan from a carrier without having to use a physical SIM card.

It is downloaded directly into your device, so you can use it instantaneously, after purchasing in our eSIMpass website.

Yes, most devices that support eSIM also allow you to use both an eSIM and a physical SIM card simultaneously. This feature, lets you have two active connections: your usual one, where you can continue to use your phone number; a the eSIM that will allow you to stay connected to the internet while abroad.

To check if your device is eSIM compatible, check our list of compatible devices, or verify your device’s specifications on the manufacturer’s website or check the settings on your phone. Most newer smartphones, tablets, and smartwatches support eSIM technology.

An unlocked phone accepts SIM cards from other networks. To test if your phone is unlocked, insert in your phone a SIM card of a friend who is from another network and see if it works normally.

You can check the data consumption, at any time, on your smartphone on the data consumption option.

Our eSIM cards will provide access to 4G and 5G mobile networks, with speeds up to 400Mbps. However, we cannot guarantee speed. The speed depends on multiple factors, from network coverage, indoor placement, number of simultaneous users accessing the mobile network, among other variables.

The internet connection is available in all the areas with mobile coverage in the selected country.

Since this service is provided over a mobile connection, we cannot guarantee the service area, speed or data traffic conditions at anywhere and anytime. The speed shown in product information is best effort.

Internet data traffic provided is specified in your chosen plan. Once the data limit is reached, data access may be restricted, depending on the plan.

You will receive your eSIM instantly via email after completing the purchase. The email will contain a QR code and instructions for activation.

Activation is easy. Once you receive the email with your eSIM QR code, follow these steps:

1. Open the settings on your device.
2. Find the option for mobile data or cellular plans.
3. Select “Add a new plan” and scan the QR code.
4. Follow the on-screen instructions to complete the activation.

If you need further information, check our page with detailed instructions for eSIM installation.

There is no need to set an APN on your phone.

You will only be charged at the moment of the eSIM purchase. There will not be any additional charge after that.

There’s absolutely no other charges. The amount you pay already includes the eSIM + data consumption in the destination country.

Yes, if you need additional days or additional traffic, just choose on our website the most convenient package and proceed with the purchase.

Please contact us if you have to cancel your order.

We accept cancellation of the order at any time, and can do a full refund. However, the refund depends on how early the customer cancels the order. If the order is canceled before eSIM installation and in the same day of the purchase, we will do a full refund.

It is our policy to make the refund if the client is not happy with the service. Therefore, if you are not pleased with the coverage / speed and do not wish to continue to use the service, you just have to let us know and we will refund you the days you did not use the service.

If you lost your QR code, contact our customer support team, and we will resend the QR code to your registered email address.

First time connection may take a couple of minutes to establish automatically. Make sure you have the roaming option enabled for the eSIM and the data connection setting also made by the eSIM.

In your device, activate the data roaming for the eSIM (while confirming that your original SIM has data switched off).

If you reach your data limit, you can simply purchase an additional data plan here, in our website.

If you change your device, you will need to transfer your eSIM to the new device. This process may vary depending on the device and carrier. Contact our customer support for assistance with transferring your eSIM.

All the items are checked before sent out. However, if it was damaged or didn’t work when you received it, please contact us by email or phone and let us know your order number as soon as possible. We will give a full refund after checking the device or SIM card.

Please contact us by email, whatsapp or phone and let us know your order number, we will assist you.