Frequently Asked Questions

Please visit our website or our APP for your top up options.

Please check the email you registered with if or reach out to support at [email protected] for assistance

Yes, Data roaming must be turned on for best coverage, don't worry no extra charges if the Esim was set up correctly

Connect at 5g, LTE, or 4g speeds like any data line although be mindful that the stability of the connection will still somewhat be dependent in your area and some remote areas with poor coverage may have slower connection speeds.

Yes, it will not be affected and can remain as is.

As soon as payment has been confirmed in our system, you will receive an automated email with your simsolo eSim.

Check your smartphone eSim compatability here.

Some eSims include a mobile number, which can be used to receive and initiate calls. With the exception of sending SMS. Instant Messaging must be relied on messaging apps like iMessage and similar apps.

The count will start upon Activation and not on installation, hence why we say you can install before traveling and activate when reaching your destination.

Please check our troubleshooting faq area or reach out to [email protected] for assistance. Once the refund is approved, you will receive the money on back to original method of payment, it can take anytime within 3-10 business days. For more details, please go through our Refund Policy.

Go to your phone's settings, specifically the SIM card manager and you should be able to delete it from there.

You can transfer it once but we recommend planning beforehand which phones will make use of the eSims as if transferred to the second device, it cannot be transferred back to the initial/original device.

Please check your eSim confirmation email. It will give you information to login to our website/app for easy viewing of your data balance. Alternatively, some devices will provide view of your data balance from the data settings of your device.

WIFI is required to set up your eSim so we recommend activating either just before your departure or wait until you arrive at your destination. The essential factor to consider is that you have WIFI to set it up.

Upon completing your purchase, you will receive a QR code via email. You may either print the QR code or access it on your computer. Afterward, proceed to your cell phone's "Settings," navigate to "Mobile/Cellular Data," and select "Add Data Plan" to scan the QR code. Subsequently, your device will prompt you to designate a specific name for this data plan. This will enable you to seamlessly transition between your simsolo data plan and your original plan provided by your service provider. Notably, the simsolo plan will only become operational upon your arrival at the specified destination. Upon landing, it is essential to activate the simsolo data plan by enabling data roaming within your phone's settings. For detailed guidance on configuring a data plan, please consult your phone's user manual. It is important to note that all eSIM products are accompanied by comprehensive setup instructions.

Only select eSims come with sharing data to other devices, kindly check the product page for all the inclusions. Most unlimited Data eSims do not come with the sharing data feature.

It depends on your usage but in general we offer 3GB to Unlimited data plans. Kindly ensure you are checking the offers we have per destination as the offers may vary slightly depending on destination.

We operately purely virtually. You can exclusively purchase your eSIM through the official website and our App.

Only unlocked phones are compatible with eSIMs. Kindly verify if your device is unlocked to use other networks before making your purchase.

The eSIM functions as a virtual SIM card that DOES NOT require physical insertion into the device. Users can swiftly install the eSIM by scanning the provided QR code from our email onto their devices.

Simsolo app users have the capability to activate their SIM card, add credit, and monitor their expenditures directly within the application.

In most cases, you can install the eSIM before traveling and activate it by turning on the eSIM and data roaming when you arrive at your destination. Make sure you have an internet connection during installation because activation only happens when connected to a local overseas network. If you don't need to use the eSIM immediately, you can leave it uninstalled in the email or install it on the device but keep it deactivated until you need it. Alternatively, you can wait until you arrive in the country to activate your eSIM, but you will need a Wi-Fi connection to complete the installation process.

To ensure uninterrupted internet access, top up your eSIM with the right amount of data. All eSIMs have a maximum data limit and expire after a set number of days. If you exceed your data or the expiration date, your eSIM will stop working.

If the QR code is not locatable or has been inadvertently deleted, we kindly request that you reach out to us by sending an email to [email protected] or via our online chat. Upon receipt of your communication, we will promptly reissue the code to you.

Check our website installation guide for quick and detailed step by step instructions. Visit simsolo.com/installation/iphone

Check our website installation guide for quick and detailed step by step instructions. Visit simsolo.com/installation/android

Check our website installation guide for quick and detailed step by step instructions. Visit simsolo.com/installation

If you cannot find the QR code or have deleted it by mistake, please get in touch with us by sending an email to [email protected] or via our online chat, and we’ll resend the code to you.

Check Compatability of your device with eSIMS
2. Go to your phones settings and scan the QR code from there.

For more information on setting up your eSIM, check the relevant guide for your device:

Set up an eSIM on iPhone
Set up an eSIM on Samsung
Set up an eSIM on Google Pixel

3. Please ensure you are connected to Wi-Fi

Simsolo recommendation install the eSIM at home before you travel where you know the Wi-Fi connection is stable

Important Scan the code to install your eSIM, but do not activate it for mobile data just yet. Wait until you arrive at your destination to activate data roaming.

4.Check settings if you have already successfully scanned your eSIM QR code

so go to your SIM card manager/Cellular settings to check whether the eSIM is in your phone.

5. If all else fails, please reach out to us via our online chat and list out the troubleshootings steps you did so we can take a look.

Troubleshooting 🛠
eSIMs are technical products and may encounter occasional issues.

Thats why were here to help.

Follow these steps:

1. Ensure that your device is compatible with eSIM and unlocked. Without meeting these requirements, the eSIM will not function.

2. Adhere to the installation instructions provided with the eSIM email or refer to the instructions available here.

3. Upon installing your eSIM, it is essential to be physically present in a country where the eSIM is supported in order to activate it and establish an internet connection.

Please ensure that your eSIM is installed and activated correctly by following the instructions provided in the email you received after your purchase. You can confirm successful installation by checking if your eSIM is listed in the mobile network settings of your device.

For installation instructions on iOS devices, please click here. For Android devices, please click here.

If you encounter any issues during the installation process, please dont hesitate to contact our technical support team via email or live chat, and we will respond promptly.

If you are getting a message saying your eSIM is expired or invalid, you may have already successfully installed it.

Please check your eSIM in your phones settings. If it does not appear in your device settings eSIM profiles list, please get in touch with us via email or live chat, with a screenshot and we will take a look.

Go into your devices mobile network settings, find your eSIM, and change settings.

Find your eSIM it might be named by default to Business or Travel.

a. Check that Esim is turned ON.
b. Head to your Mobile Data field and ensure your new eSIM is chosen for your devices data usage
c. Check that Data Roaming is on.
d. Restart your phone

Here is what your settings should look like for iOS/iPhone


Here is what your settings should look like for Android



Manually turn off LTE/4G in your device network settings to switch it over to 4G/3G connection
Switch off automatic under network selection and manually switch between local networks to see if you can get a reliable connection
Try turning on Airplane mode for 1 minute and then turning it off
After you have tried the above steps, restart your device multiple times

Reach out to us, and our tech support team will assist. You can reach us at [email protected]📩 or via live chat on our website.

Before contacting us, please have the following information ready:

Which eSIM have you bought?
Where are you located?
When did you activate and what happened when you activated it?
What troubleshooting steps have you tried?
Please send a screenshot of your Mobile Network and APN settings with the WiFi turned off and your mobile data turned on so we can see whats going on.
Any other details that might help us, help you!

In the event that the product fails to work, despite all troubleshooting, we have a money-back guarantee with all purchases. If we cannot resolve your issue, we will refund you 100% and help advise you on the best options for getting connected so you can enjoy your trip.