Frequently asked questions

Grouped by topic. Can't find your answer? Our support team replies in five languages.

Purchase

Do I need to enter my passport or ID?

No. A Europe eSIM is prepaid and data-only, so no passport or identity registration is required.

How soon can I use it after paying?

Your QR code is emailed within minutes of purchase, so you can install right away.

How do I install the eSIM?

Scan the QR code we email you, or add it manually in your phone's settings under Add eSIM.

Can I install before I travel?

Yes. Install over Wi-Fi at home and simply turn on data roaming when you arrive.

When does my plan start?

It activates automatically the first time the eSIM connects to a network, not at purchase.

Nothing connects on arrival. What do I check?

Confirm data roaming is on for the eSIM line and that it's set as your data line; restart the phone if needed.

What speeds can I expect?

4G/5G where the local network supports it. Real-world speed varies by operator, location, and congestion.

What happens when my data runs out?

Data stops until you buy a new plan. Some plans reduce speed after a fair-use threshold instead of stopping.

Can I share my connection?

Hotspot/tethering is supported on most plans. Check the plan details before purchase to be sure.

Can I make calls or send texts?

Our eSIMs are data-only. Use WhatsApp, LINE, or KakaoTalk for calls and messages over data.

Can I get a refund?

Unused, unactivated eSIMs are refundable within 30 days. Once activated, a plan can't be refunded.

I deleted the eSIM by mistake. What now?

A deleted eSIM usually can't be reinstalled from the same QR code. Contact support with your order number for help.