Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you scan a QR code and the data plan is installed. Nothing to ship, nothing to lose.

Question 2

Does my phone support eSIM?

Accepted Answer

Most phones released since 2019 do — including iPhone XS and newer, Google Pixel 3 and newer, and recent Samsung Galaxy S and Z models. Your phone also needs to be carrier-unlocked. Dial *#06# and look for an EID number to confirm.

Question 3

How do I get and install my eSIM after purchase?

Accepted Answer

Once payment is confirmed, your eSIM QR code is usually emailed to you within minutes. You can also find it anytime under “My Orders”, or look it up with your order number and email if you checked out as a guest. To install, display the QR code on another device and scan it, or enter the SM-DP+ address and activation code from the email manually.

Question 4

When should I install and activate the plan?

Accepted Answer

Install the eSIM while you still have Wi-Fi, ideally before you fly. The validity period only starts counting once the eSIM connects to a network at your destination, so installing early costs you nothing.

Question 5

Can I keep my own number?

Accepted Answer

Yes. The travel eSIM runs alongside your existing SIM, so you keep receiving calls and SMS on your usual number. Just remember to turn off roaming on the original line to avoid carrier charges.

Question 6

Can I make calls or send SMS?

Accepted Answer

Travel eSIMs are primarily for mobile data. Some plans include SMS — the plan page will say so. Internet calling and messaging apps such as LINE, FaceTime and WhatsApp work as usual, and your original number keeps receiving calls and texts.

Question 7

Can one eSIM be used in multiple countries?

Accepted Answer

Yes. Besides single-country plans, we offer regional plans covering many countries (for example across Asia or Europe) — the full country list is shown on each plan page. If your trip spans several countries, one regional plan is usually easier and better value than buying per country.

Question 8

Do unlimited plans slow down?

Accepted Answer

Some unlimited plans reduce your speed after the high-speed allowance is used up instead of cutting you off. Rules vary by plan — check the “speed after data is used up” field on the plan page.

Question 9

How do I check my remaining data?

Accepted Answer

Sign in and open the order details under “My Orders” to see data used, data remaining and the expiry date. A few plans do not support online usage lookup — in that case, your phone’s built-in data usage statistics can help you keep track.

Question 10

What if I run out of data?

Accepted Answer

For plans that support top-ups, you can add data to the same eSIM directly from the order details under “My Orders” — no new QR code and no reinstall needed (top-ups are non-refundable). You can also simply buy a new plan at any time. Plans never auto-renew, so there are no unexpected charges.

Question 11

Can I reinstall an eSIM after deleting it?

Accepted Answer

Most eSIM QR codes can only be installed once — after the eSIM is deleted from your phone, the same QR code cannot be used again, so please do not remove it after installation. If you deleted it by accident or are switching phones, contact our support team and we will help you sort it out.

Question 12

What payment methods are available?

Accepted Answer

In Taiwan we support ECPay — credit card, ATM transfer and convenience-store payment, charged in TWD with an e-invoice issued. International customers can pay with PayPal in USD; even without a PayPal account you can check out as a guest with a credit card.

Question 13

What is the refund policy?

Accepted Answer

An eSIM whose QR code has not been scanned and installed can be refunded within 7 days of purchase, subject to approval by the upstream supplier. Once scanned and installed it cannot be refunded — at that moment the allocation is issued and taken by the carrier. If you hit signal or connection problems after scanning (force majeure aside), contact support: we pull the carrier's connection and usage records and decide on a refund after reviewing them. A few plans activate the moment payment completes and cannot be refunded at all; those are clearly marked on the product page. Top-ups also cannot be refunded once completed.

Frequently Asked Questions