Before starting the install, it is important you have the following three components:
A strong internet connection - Ideally using a Wifi network or a good 4G/5G connection
An eSIM compatible device - If unsure, a list of compatible devices is provided here
The device is not locked to one particular network - If unsure, an article has been provided to talk you through how to determine the "locked / unlocked" status of a device, click here
After purchase, follow these steps:
Step 1 – Installing the eSIM
It is recommended to complete the installation while still in your home country, as a stable Wi-Fi connection is required.
Open the app > My eSIM – a green “Install” button will appear. Click it.
If the install button does not appear, a QR code will be shown. Click the share button > send the QR code image to another device > scan it with your camera > proceed to Step 2.
2. After clicking, a screen will appear. Tap “Allow” to continue with the installation.
3. Wait for the installation to complete (usually takes a few minutes).
If you see “Activating…”, keep waiting with a stable Wi-Fi connection until the installation is finished.
If you receive an error saying “This code is no longer valid,” your eSIM is most likely already installed. Go to the app > My eSIM and check if the status shows “Installed.” If not, contact technical support through the app.
If you receive an error saying “eSIM cannot be used on this device,” make sure you are not trying to install during a phone call. If the problem persists, contact technical support through the app.
Once installed, the eSIM will appear on your device under one of these labels: Secondary / Personal / Business / Travel / Cellular Data. It will always be the lower SIM in your cellular settings.
To confirm successful installation: open the app > My eSIM > check that the status says “Installed.”
At this stage, no further action is needed until you land at your destination.
Step 2 – Activating the eSIM upon arrival
Go to Settings > Cellular. You will see your eSIM listed under Secondary / Personal / Business / Travel / Cellular Data. The correct eSIM to activate is always the lower one in the list. Make sure it is switched on.
The action marked in red: at the top of Cellular settings > “Cellular Data” > enter and select your eSIM.
The action marked in green: go into your eSIM settings > at the bottom of the screen, switch on “Data Roaming.”
Disconnect from Wi-Fi and start browsing freely!
If you are unable to connect, turn on Airplane Mode for 10 seconds (with Wi-Fi off). If it still doesn’t work, contact technical support through the app.
