Question 1

What is an eSIM and how does it work?

Accepted Answer

An eSIM is a digital SIM built into your phone, so there is no plastic card to swap. You buy a plan, scan a QR code, and your phone connects to a local network at your destination.

Question 2

What does "unlimited" mean, and what is an Unlimited Daily plan?

Accepted Answer

Unlimited Daily plans give you a set amount of full-speed data that resets every 24 hours. Once you pass that daily allowance your speed is reduced for the rest of the day under the carrier's fair-usage policy — you stay connected for essentials like messaging and maps, and full speed returns the next day. The daily full-speed amount is shown on the plan page.

Question 3

Is my phone compatible with eSIM?

Accepted Answer

Your phone needs to support eSIM and be carrier-unlocked. Most phones from 2018 onwards support eSIM, including iPhone XS and newer, Google Pixel 3 and newer, and recent Samsung Galaxy S and Note models. If your phone is locked to a network, contact that network to unlock it before buying.

Question 4

How do I check if my phone is unlocked and supports eSIM?

Accepted Answer

On most phones you can dial *#06# to see your EID — if an EID appears, your phone supports eSIM. To check whether it is carrier-locked, ask your current network provider. Please check before purchasing, as activated eSIMs cannot be refunded.

Question 5

What does carrier-locked or network-locked mean?

Accepted Answer

A carrier-locked phone is tied to the network that sold it and will not accept another operator's SIM or eSIM. If your phone is locked, ask the network that supplied it to unlock it — this is usually free once the contract or handset is paid off. An eSIM cannot work on a locked phone.

Question 6

Can I use an ElloSim eSIM on a jailbroken or rooted phone?

Accepted Answer

We do not support jailbroken or rooted devices. Modified phones often fail to install or hold an eSIM profile correctly, and we cannot guarantee the eSIM will work or troubleshoot it for you.

Question 7

Which countries do you cover?

Accepted Answer

We cover over 195 destinations worldwide. Search for where you are going on our Destinations page to see the plans, data allowances and prices available there.

Question 8

When should I buy my eSIM?

Accepted Answer

You can buy any time before you travel. We recommend buying and installing before you leave home, while you still have reliable Wi-Fi — installation needs an internet connection.

Question 9

Why can't I buy a UAE plan?

Accepted Answer

UAE eSIM plans cannot be purchased from within the UAE due to local regulations. You can still buy plans for any other destination, and you can buy a UAE plan before you arrive.

Question 10

What currency am I charged in?

Accepted Answer

Prices are shown in your selected display currency, and you are charged in the currency shown at checkout. Any applicable taxes are shown before you pay.

Question 11

I paid but haven't received my eSIM.

Accepted Answer

Your eSIM and QR code appear in My Orders in the ElloSim app or on ellosim.com, and are also emailed to you. Please check your spam folder. If it has been more than a few minutes and there is still nothing, email support@ellosim.com with your order ID and we will resend it.

Question 12

How do I install my eSIM on an iPhone?

Accepted Answer

Make sure you are on Wi-Fi, then go to Settings, then Mobile Service (or Cellular), then Add eSIM, then Use QR Code, and scan the QR code from your order. Label the plan so you can recognise it later, and keep your usual line as your default for calls and texts.

Question 13

How do I install my eSIM on Android?

Accepted Answer

On Wi-Fi, go to Settings, then Network & Internet, then SIMs (wording varies by phone), then Add eSIM or Download a SIM instead, then scan the QR code from your order.

Question 14

Can I install my eSIM before I travel?

Accepted Answer

Yes, and we recommend it — install while you have Wi-Fi at home. Just do not turn the line on until you arrive. The exception is a plan that says its days start when you install, or as soon as you buy; each plan states its own rule before you buy.

Question 15

How can I tell that my eSIM installed correctly?

Accepted Answer

After installing, the new line appears in your phone's mobile or cellular settings with the label you gave it. On iPhone you can also check Settings, then General, then About, where the line is listed with its Network and ICCID. Seeing it there means the profile is on your phone, even if it has not connected yet.

Question 16

Can I install the same eSIM on two devices?

Accepted Answer

No. Each QR code can only be used by one device. Once it has been installed on a phone it cannot be transferred to another phone, so please install it on the device you will be travelling with.

Question 17

Can two phones scan the same QR code?

Accepted Answer

No. A QR code can only be scanned by one device, and the eSIM cannot be moved to a different device afterwards.

Question 18

When does my plan start — at purchase or on arrival?

Accepted Answer

It depends on the plan, and every plan says which rule applies before you buy. For almost all of them, your days start when your eSIM first connects to a network at your destination. A few start when you install the eSIM, and one or two start the moment your payment goes through. We repeat the same line in your order confirmation email.

Question 19

How long do I have to install my eSIM after buying?

Accepted Answer

An unused eSIM stays installable for around 180 days from purchase. After that the profile may be withdrawn by the carrier.

Question 20

What happens when my data runs out?

Accepted Answer

We do not offer top-ups at the moment, so a plan cannot be extended once its data is used up. You can buy a new plan for the same destination at any time and install it as you did the first one. Your existing eSIM can stay on the phone.

Question 21

What happens when my plan expires?

Accepted Answer

The data stops working and the line becomes inactive. Unused data does not roll over and plans cannot be extended. You can buy a new plan for the same destination at any time.

Question 22

Can I keep my number and WhatsApp?

Accepted Answer

Yes. Your ElloSim eSIM is added alongside your existing SIM, so your regular number stays on your phone. Apps that use your number, like WhatsApp, keep working as normal.

Question 23

Does my eSIM come with a phone number or SMS?

Accepted Answer

Our eSIMs are data-only, so they do not come with a phone number and cannot send or receive SMS. If a particular plan does include a number or SMS, that will be stated on the plan page. You can still use internet-based calling and messaging apps such as WhatsApp, FaceTime, Telegram and Zoom.

Question 24

Can I use my normal SIM and the ElloSim eSIM at the same time?

Accepted Answer

Yes. On a dual-SIM phone you can use your home SIM and the ElloSim eSIM together. Choose the ElloSim line for mobile data and keep your home line as the default for calls. We recommend turning data roaming OFF for your home SIM to avoid high charges, and turning Wi-Fi Calling ON if your home carrier offers it — that way your home number stays reachable over Wi-Fi or over your ElloSim data.

Question 25

How do I avoid roaming charges from my normal provider?

Accepted Answer

Turn Data Roaming OFF for your home SIM and ON for the ElloSim line. That way all data goes through your ElloSim plan at no extra cost, and your home carrier cannot bill you for roaming data. If your home carrier offers Wi-Fi Calling, turn it on so your usual number still receives calls over the internet.

Question 26

Do I need to turn on data roaming? Will that cost extra?

Accepted Answer

Yes, you must turn data roaming ON for the ElloSim line — go to Settings, then Cellular or Mobile Service, then Data Roaming. It will not cost you anything extra, because roaming is how the eSIM connects to the local network abroad. Make sure roaming stays OFF for your home SIM to avoid charges from your usual provider.

Question 27

How many eSIMs can my phone hold?

Accepted Answer

iPhones can store around 10 eSIMs and most Android phones 5-7, but only one or two can be active at a time. The rest stay installed but inactive. We recommend labelling each eSIM when you install it so you can tell them apart later.

Question 28

Can I use iMessage and FaceTime with my eSIM?

Accepted Answer

Yes. iMessage and FaceTime work over data, so they will run on your ElloSim line using your existing Apple ID. Keep your home SIM in the phone so your number stays registered with iMessage. If iMessage has never been activated on your phone before, activate it while you are still on your home network, as the first activation can require an SMS.

Question 29

Can I use the hotspot or tethering?

Accepted Answer

Yes. Hotspot and data sharing are enabled on our eSIMs, as long as your phone supports it. Bear in mind that tethering uses data quickly.

Question 30

My eSIM isn't connecting and I have no data.

Accepted Answer

Please work through these in order. 1) Check the ElloSim line is switched on in your phone's mobile settings. 2) Turn Data Roaming ON for the ElloSim line — this is required and is the most common cause. 3) Set the ElloSim line as your mobile data line. 4) Toggle Aeroplane mode on and off, or restart your phone. 5) If there is still no connection, try selecting a network manually in your phone's network settings. If none of that works, email support@ellosim.com with your order ID and we will help.

Question 31

My eSIM is stuck on "Activating" or "No Service". What do I do?

Accepted Answer

This usually clears by itself once you are at your destination and the eSIM finds a local network. Try these in order. 1) Check Data Roaming is ON for the ElloSim line. 2) Turn Aeroplane mode on, wait 30 seconds, and turn it off. 3) Restart your phone. 4) In your phone's network settings, turn off automatic network selection and pick a local network manually. If it is still not activating after that, email support@ellosim.com with your order ID.

Question 32

Why is my eSIM connecting to the wrong network?

Accepted Answer

Your eSIM roams across several local operators, so your phone may pick one with a weaker signal. Go into your phone's mobile network settings, switch off automatic network selection, and choose a different local network from the list. If the one you pick will not connect, try the next one — not every operator in the list carries our plans.

Question 33

My connection is slow.

Accepted Answer

Speeds depend on the local network, your location and how busy the network is — coverage and speed are set by the local operator, not by ElloSim. Try selecting a different network manually in your phone's settings, or moving to a different spot. Some plans reduce speed after a set amount of data, which is shown on the plan page.

Question 34

I deleted the eSIM from my phone. Can I reinstall it?

Accepted Answer

In most cases, yes. You can usually reinstall it by scanning the same QR code from your original order on the same phone, as long as the plan is still valid and active. It cannot be installed on a different device. If the QR code will not scan or the plan has already expired, email support@ellosim.com with your order ID and we will check it for you.

Question 35

I think I might have deleted my ElloSim eSIM by mistake. How can I check on iPhone?

Accepted Answer

You can confirm this yourself in about a minute. Every eSIM has a unique ICCID number, and your ElloSim ICCID is shown in My Orders and in your order confirmation email. If that same ICCID appears on your iPhone, the eSIM is still installed. Step 1: open your ElloSim order and note the ICCID, a long number usually 19-20 digits. Step 2: on your iPhone go to Settings, then General, then About. Step 3: scroll down — you will see a section for each installed line showing its Network and its ICCID. Step 4: compare the ICCIDs on screen with the one from your order. If you find a match, your eSIM is still installed and has not been deleted.

Question 36

I have several eSIMs and I can't tell which one is from ElloSim.

Accepted Answer

Please do not rely on the plan names — those are labels you chose yourself, so they do not identify which eSIM came from us. Only the ICCID is unique to your ElloSim plan, so that is the number to match. A phone can hold several eSIMs but only one or two can be active at a time, and an inactive line may not appear on the About page. Turn each line on one at a time in Settings, then Mobile Service, and check Settings, then General, then About again after each one. Work through every eSIM on the phone before concluding anything.

Question 37

I checked and none of the ICCIDs match my order.

Accepted Answer

That usually means the eSIM is no longer installed on the device. The good news is that it can normally be reinstalled: open your original order and scan the same QR code again on the same phone. If the plan is still valid and active, it should install as it did the first time. If the QR code will not scan, email support@ellosim.com with your order ID and tell us you checked the About page and found no matching ICCID, and our team will look into it with you.

Question 38

I found the matching ICCID but I still have no data.

Accepted Answer

Good news — your eSIM is still installed, so this is a connection issue rather than a deleted profile. Check that the ElloSim line is switched on, that Data Roaming is ON for that line, and that it is set as your mobile data line. If it still will not connect, email support@ellosim.com with your order ID.

Question 39

What's the refund policy?

Accepted Answer

We refund eSIMs that have not been installed or activated and where the plan has not expired — request it within 30 days. Once an eSIM has been installed or activated, or any data has been used, it cannot be refunded, because the plan has already been provisioned to your device. If your eSIM is faulty and we cannot fix it, you are entitled to a replacement or a full refund.

Question 40

My device isn't compatible or is locked. Can I get a refund?

Accepted Answer

If you have not installed the eSIM, yes — contact us and we will refund it. Please check compatibility before buying where you can.

Question 41

How do I request a refund?

Accepted Answer

Email support@ellosim.com with your order ID, found in My Orders, and a short description of the problem. Approved refunds go back to your original payment method within 5-10 business days.

Question 42

How do I contact a human?

Accepted Answer

Email support@ellosim.com and a member of our team will get back to you. Please include your order ID so we can find your purchase quickly.

Question 43

Who is ElloSim?

Accepted Answer

ElloSim is a travel eSIM service operated by EMAM MEDIA LTD, a UK-registered company (No. 11855473), 20-22 Wenlock Road, London, N1 7GU.

Frequently asked questions

About eSIMs

Device compatibility

Buying and payment

Installing your eSIM

Plans, data and validity

Using your eSIM abroad

Troubleshooting

Lost or deleted eSIMs

Refunds and support