Help center
Quick answers to the most common questions. Can't find yours? Open a support ticket and we'll get back to you.
Before you buy
Will my phone work with an eSIM?+
Your phone must support eSIM and be carrier-unlocked. The fastest check: dial
*#06# — if an EID number appears, you're compatible. See the full device list on our compatibility page.Do I need to be in the destination country to buy?+
No — buy and install before you travel. The validity period of most plans only starts when the eSIM first connects to a network in the destination.
Does the eSIM include a phone number or calls?+
Plans are data-only. You keep your regular SIM for calls and SMS, and apps like WhatsApp, iMessage, and FaceTime work over data as usual.
Can I keep using my regular number?+
Yes. Your physical SIM stays active for calls and texts while the eSIM handles data. Just make sure data roaming is enabled only for the eSIM so you avoid roaming charges on your main line.
Buying and delivery
How fast do I get my eSIM?+
Instantly. After payment you're redirected to your order page with the QR code, and we email the same details to you. Provisioning usually takes a few seconds.
What payment methods do you accept?+
Cards and local payment methods supported by Stripe at checkout. Payments are processed securely by Stripe — we never see your card details.
I didn't receive my eSIM email — what now?+
Check spam first, then open your order page from the checkout confirmation. Still stuck? Contact support@s1m.io with the email used at checkout.
Installation and usage
How do I install the eSIM?+
On iPhone: Settings → Cellular → Add eSIM → Use QR Code. On Android: Settings → Network & Internet → SIMs → Add eSIM. Scan the QR code from your order page. Manual activation codes are provided too.
Can I install the eSIM on a second device?+
No — eSIM profiles are single-install. Once installed on a device, the profile can't be transferred. Don't delete it from your phone until the plan has expired.
How do I check my remaining data?+
Sign in to your dashboard — every eSIM shows live usage with a refresh button.
What happens when my data runs out or the plan expires?+
The connection simply stops — there are no overage charges, ever. You can buy a new plan for the same destination anytime.
No connection after landing — what should I try?+
1) Make sure the eSIM is turned on and selected for mobile data. 2) Enable Data Roaming for the eSIM line. 3) Restart the phone. 4) Manually select a supported network in settings. If it still fails, contact support — we respond fast.
Refunds and account
Can I get a refund?+
Uninstalled eSIMs are fully refundable within 30 days. Installed or used plans generally aren't, except when the service couldn't be provided. Full details in the refund policy.
Do I need an account to buy?+
No — you can check out as a guest and access your eSIM via the order link. Creating an account (same email) later automatically claims your purchases so you can track usage in the dashboard.
How do I contact support?+
Open a ticket from your dashboard or email support@s1m.io.