FAQ
Before you buy (Compatible devices and choosing a plan)
How can I check if my device is compatible?
iPhone XS or later, Google Pixel 4 or later, and more. Use the Device check to see whether your phone is supported.
When should I set up my eSIM?
Activating an eSIM requires a Wi-Fi connection. We recommend setting it up before you leave so it's ready to use as soon as you arrive.
How many times can I use an eSIM?
Each eSIM can be used on one device only. Once it has been activated on a device, it can't be moved to another one.
Can I use my SIM card and the eSIM at the same time?
Yes. You can keep your current SIM card for calls and SMS while using the DeSiM eSIM for data. There's no need to remove your physical SIM.
Setup and connection (Setup steps and what to check first)
How do I set up the eSIM?
Go to Settings > Cellular > "Add eSIM", scan the QR code, and activate the eSIM.
Once activation is complete, the eSIM appears under Cellular.
When you arrive at your destination, turn on the eSIM line and Data Roaming to start using it.
Can I set it up without Wi-Fi?
Installing the eSIM (scanning the QR code) requires an internet connection. We recommend finishing setup on Wi-Fi at home or at the airport before you depart.
What if I change phones?
Each eSIM can be used on one device only. Once it has been activated on a device, it can't be moved to another one.
While using (How data is counted, tethering)
What happens when I use up my data?
Your connection stops and you won't be able to use data. If you need more data, you'll need to make a new purchase.
Can I use tethering?
Yes, you can use tethering (Personal Hotspot) at no extra charge. Availability depends on your device, so we can't guarantee it will work.
Can I make phone calls or send SMS with a phone number?
The eSIM is basically data-only, so regular voice calls using a phone number aren't supported. App-based calls such as LINE calls work over data.
Troubleshooting (Can't connect, email not received)
I can't connect
1. First, try turning Airplane Mode on and off, and restart your phone.
2. Check Data Roaming: open Settings > Cellular and make sure Data Roaming is turned on.
3. Check the APN: go to Settings > Cellular > eSIM > Cellular Data Network and make sure the APN matches the one in your email.
4. Remove profiles (iPhone): go to Settings > General > VPN & Device Management. If there's a configuration profile with a carrier name in it, delete it and restart your phone. Just in case, take a screenshot of the profile details before deleting it.
If this doesn't solve the problem, contact us on LINE with your order number and a description of the issue.
I didn't receive the QR code email
First, check your spam folder. If it's not there, the email address may have been entered incorrectly at checkout. Contact us on LINE or through the contact form with your order number.
The connection is slow or unstable
Speeds vary with local carrier signal and network congestion. Try restarting your phone first.
You can also go to Settings > Cellular > eSIM > Network Selection, turn off Automatic, and choose an available network.
If it doesn't improve, contact us on LINE.
Refunds and cancellations (After your purchase)
Can I cancel or get a refund?
Due to the nature of the product, we can't accept cancellations or changes for personal reasons after purchase. If the eSIM can't be used at all because of a problem on our side, we'll handle it according to our refund policy.
I bought the wrong plan by mistake
If you've just purchased and the eSIM hasn't been activated yet, please contact us through the contact form. We'll look into it and get back to you.
Can I get a receipt?
Your order confirmation email can be used as a receipt. If you need a different name on it or other changes, please contact us.