Help center
Quick answers to the most common questions. Open a support ticket and we will get back to you.
Before you buy
Will my phone work with an eSIM?+
Your phone must support eSIM and be carrier-unlocked. Dial *#06#; if an EID number appears, your phone is compatible. You can also check our device compatibility page.
Do I need to be in the destination country to buy?+
No. Buy and install before you travel. Most plans start only when the eSIM first connects to a supported network at your destination.
Does the eSIM include a phone number or calls?+
Plans are data-only unless the plan explicitly lists calls or texts. Your regular SIM can remain active for calls and SMS, while apps such as WhatsApp, iMessage, and FaceTime use eSIM data.
Can I keep using my regular number?+
Yes. Your physical SIM can stay active for calls and texts while the eSIM handles mobile data. Enable data roaming only on the travel eSIM to avoid charges on your main line.
Buying and delivery
How fast do I get my eSIM?+
Usually within seconds. After payment, the order page displays the QR code and we email the same installation details to you.
What payment methods do you accept?+
We accept cards and local payment methods offered by Stripe at checkout. Stripe processes payments securely; S1M.IO never sees your full card details.
I did not receive my eSIM email. What should I do?+
Check your spam folder, then open the order page from your checkout confirmation. If you still need help, contact support@s1m.io using the email address from checkout.
Installation and usage
How do I install the eSIM?+
On iOS 17.4 or later, open the order page on the iPhone and select Install on this iPhone. Otherwise use Settings → Cellular → Add eSIM → Use QR Code. On Android use Settings → Network & Internet → SIMs → Add eSIM. Scan from Settings, not the Camera app.
Why does my iPhone say ‘No usable data found’ when I scan the QR?+
The Camera app cannot read eSIM activation QR codes. Use Settings → Cellular → Add eSIM → Use QR Code, the one-tap iPhone link, or the manual SM-DP+ address and activation code from the order page.
Can I install the eSIM on a second device?+
No. eSIM profiles are normally single-install and cannot be transferred after installation. Do not delete the profile until the plan has expired.
How do I check my remaining data?+
Sign in to your dashboard. Each eSIM shows its latest usage and includes a refresh control.
What happens when my data runs out or the plan expires?+
The connection stops and there are no overage charges. If the eSIM is top-up eligible, add data from your dashboard; otherwise purchase a new plan.
No connection after landing. What should I try?+
Make sure the eSIM is enabled and selected for mobile data, turn on data roaming for the eSIM, restart the phone, and try a supported network manually. Contact support if it still does not connect.
Refunds and account
Can I get a refund?+
An uninstalled eSIM may qualify for a refund within 30 days. Installed or used plans generally do not, except when the service could not be provided. See the refund policy for full terms.
Do I need an account to buy?+
No. You can check out as a guest and use the secure order link. If you later create an account with the same email, eligible purchases are linked to your dashboard.
How do I contact support?+
Open a ticket from your dashboard or email support@s1m.io.