Frequently Asked Questions

Right now every order is paid through PayPal in USD — you can pay by card as a guest, no PayPal account needed. Domestic Taiwan payment (card, ATM and convenience-store codes in TWD, with an e-invoice) is still under review and not available yet.

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.

The QR code normally arrives within a minute. If you do not see it, do three things in order. First, check your spam folder — that is the most common cause. Second, you do not actually need that email: the QR code and activation code stay on your order page, and you can pull them up right away from Find order using your order number and the email you checked out with, without waiting for us. Third, if more than 15 minutes have passed and your order page still shows no eSIM, contact us with your order number and we will handle it directly. Orders that are paid but not delivered are also detected and re-sent automatically by our system.

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.

They do the same job. A traditional travel SIM is a plastic card you have posted out and swap into your phone; an eSIM is the same mobile data plan written straight into the phone by scanning a QR code — nothing to ship, nothing to swap, nothing to lose. Every plan sold here is an eSIM.

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. On iPhone you can check this in Settings → General → About → Carrier Lock, which should read “No SIM restrictions”. Dial *#06# and look for an EID number to confirm.

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.

First make sure you have arrived at your destination — a travel eSIM only connects to networks there, so "No Service" before you travel is normal. Once you are there, check three things in order: (1) mobile data is set to this eSIM, because installing it is not the same as using it; (2) data roaming is on for this eSIM specifically, not your usual number; (3) restart the phone and give it 1–2 minutes to register. If it still will not connect, turn off automatic network selection and try the local operators one by one, and check that your data has not run out. Also, a carrier-locked phone will not work with any eSIM until it is unlocked — on iPhone check Settings → General → About → Carrier Lock, which should read “No SIM restrictions”; if it is locked, only your original carrier can unlock it. If none of that works, contact us with your order number, your phone model, and the message on screen.

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.

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.

Most travel eSIMs allow personal hotspot, but we will not promise it plan by plan: our suppliers do not give us a hotspot field, so we have no per-plan sharing limit and we will not turn data we do not have into a promise. Two things are certain. First, whatever you share over hotspot comes out of the same allowance as your phone, not a separate one. Second, laptops and tablets consume far more than phones, often several times as much for the same hour of video. So if the laptop is the main reason you are buying, choose a large or unlimited plan rather than a 1GB one. If hotspot is essential for this trip, contact us before you buy and we will check for your destination and get back to you.

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.

Connection quality mainly depends on the local mobile carrier, not the seller or upstream brand alone. Plans using the same local network with similar terms often offer a similar experience. Actual speeds still depend on signal, congestion, your device, roaming routes, speed caps and fair usage policies. Compare the supported carriers and high-speed allowance on the plan page; the same carrier does not guarantee identical speeds.

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.

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.

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.

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. If you are changing phones, contact us first and only delete the eSIM from the old phone afterwards. Most guides online tell you to delete it first, but our QR code can usually only be installed once, so deleting it first leaves you with nothing. Your QR code and activation code also stay on your order page: if you have lost the email, use Find order in the footer rather than asking us to resend it.

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.