How can we help?

Your plan only works in a covered country, and your phone has to use the eSIM for mobile data.

Try this first

1. Check the eSIM line is switched on: Settings → Mobile Service (Cellular) on iPhone, or Network & internet → SIMs on Android. It's shown as “Plus”.
2. Turn on Data Roaming for that line. It's needed even though there are no roaming charges.
3. Choose the eSIM line for Mobile Data, and turn off Allow Mobile Data Switching on iPhone.
4. Turn Airplane mode on for 10 seconds, then off. If it still doesn't connect, pick a network manually from the list on your country page.
5. Check My eSIMs: if your plan is used up or expired, add data there.

Installing needs a working internet connection (Wi-Fi is best) and an unlocked phone that supports eSIM.

Try this first

1. Connect to Wi-Fi and try again from the email or your order page.
2. On iPhone, use the Install eSIM button (iOS 17.4 or later). On Android, scan the QR code from another screen.
3. If scanning fails, enter the SM-DP+ address and activation code by hand. They're in the email and on your order page.
4. If your phone says the code was already used, the eSIM is probably installed already: look for a new line in your mobile settings.
5. Check that your phone supports eSIM and isn't locked to a carrier (see the phone check on our Help page).

Each eSIM can be installed only once. If it was deleted, it can't be downloaded again.

Try this first

1. If you still have the eSIM on your phone, keep it: you can add data for any trip from My eSIMs.
2. If you deleted it or moved to a new phone, buy a new eSIM for your destination.
3. If you deleted it by mistake right after buying and haven't used any data, write to us with your order email and we'll look at it.

globeSIM plans are data only: they don't come with a phone number, calls or SMS.

Try this first

1. Keep your usual SIM switched on for calls and texts. Your home carrier's roaming rates apply to those.
2. WhatsApp, iMessage, FaceTime and other apps keep working with your usual number over the eSIM's data.
3. To avoid roaming charges on your usual SIM, turn off Data Roaming for that line and keep the eSIM selected for mobile data.

We send the eSIM by email right after payment. Your order page and My eSIMs show it too.

Try this first

1. No email? Check your spam folder, then sign in to My eSIMs with the email you used at checkout.
2. Haven't installed the eSIM yet? You can ask for a full refund within 30 days of purchase.
3. Installed but can't get online in a covered country, and our steps didn't help? We'll refund the plan in full.
4. Plans that have started using data can't be refunded. See our refund policy for details.

Questions about destinations, plans, business use or anything else.

Try this first

1. Write to us below. We reply by email, usually within one business day.