Frequently asked questions

I want to check the compatible devices.

• This service can only be used with SIM-free or SIM-unlocked devices and eSIM-compatible smartphones. It cannot be used with tablets or Wi-Fi routers.
• iPhone XR and later models support eSIM (including the iPhone 16 series).
• iPhones in mainland China and iPhone devices in Hong Kong and Macau (excluding iPhone 13 mini, iPhone 12 mini, iPhone SE 2020, and iPhone XS) do not have eSIM functionality.

How many times can I use an eSIM?

• An eSIM can only be activated on one device and cannot currently be transferred to another device. You cannot scan the same QR code on two devices, but some eSIM plans allow for tethering.

When should I remove my eSIM?

• If you want to continue using the eSIM, do not delete it. Once you delete the eSIM, you will no longer be able to read the QR code and it cannot be reissued.
• If your eSIM doesn't work for some reason, don't delete it.
• If your eSIM isn't working, please contact our customer support and we'll help you identify the cause of the issue and resolve it.

When should I set up an eSIM?

• Setting up an eSIM requires a Wi-Fi connection, so it's best to install and activate your eSIM before you leave on your trip.
• You can activate your eSIM once you arrive at your destination, but please note that you will need a Wi-Fi connection to install it.

Can I use a SIM card and an eSIM at the same time?

• Yes, you can use two SIMs at the same time: one SIM plan for calls and SMS, and one eSIM plan for data. You can use both at the same time by configuring your device accordingly.
• However, please be aware that once you enable the SIM plan settings, you may incur international roaming charges when making calls or sending and receiving SMS.