SUPPORT
How can we help?
Having trouble with your eSIM? Try the troubleshooting steps below first. If the issue continues, contact our support team and include the requested details so we can help you faster.
CONTACT
Email support
Contact us for help with orders, installation, activation, or connectivity.
EXPECTED RESPONSE TIME
Usually within 24 hours
We aim to respond to support requests as quickly as possible.
Troubleshooting checklist
- Confirm the device supports eSIM and is carrier-unlocked.
- Connect to stable Wi-Fi before installing or troubleshooting the profile.
- Confirm the travel eSIM is enabled and selected for mobile data.
- Enable Data Roaming for the travel eSIM when the plan instructions require it.
- Restart the device and allow time for it to register on a supported network.
- Do not delete the eSIM profile while troubleshooting.
Include this information
When contacting support, please include:
- packageCode shown in the plan details
- Destination or coverage scope
- Device manufacturer, exact model, and regional variant
- Screenshots with private activation details hidden
- A clear description of the error and the steps already tried
For your security, never send passwords, payment card details, or full eSIM activation credentials. Hide QR codes and activation codes in screenshots unless our support team specifically requests them.