How can we help?
Everything you need to know about buying, installing and using your iGlobeSIM eSIM. Still stuck? Contact us — we reply 24/7, also on WhatsApp.
eSIM basics
What is an eSIM?
An eSIM is a digital SIM that is already built into your phone. Instead of inserting a plastic card, you scan a QR code and a travel data plan is added next to your regular SIM. Your phone holds both at the same time — your home number keeps working while the eSIM handles your data abroad.
How do I know if my phone supports eSIM?
Most phones released since 2019 support eSIM — including iPhone XS and newer, Samsung Galaxy S20 and newer, and Google Pixel 3 and newer. The phone must also be carrier-unlocked. Use our device compatibility checker to confirm in 10 seconds.
Is an eSIM better than buying a SIM card at the airport?
For most travelers, yes. You buy online before you fly, pay in your own currency, skip the airport kiosk queue, and you are online the moment you land. There is no plastic to lose and your home SIM stays in place.
Buying & installing
When should I buy and install my eSIM?
Buy and install before you fly, while you have reliable Wi-Fi. Installing early does not waste your data — your plan only starts when the eSIM first connects to a network at your destination.
How do I install my eSIM?
After checkout you receive a QR code by email. Open the email on another screen and scan the QR with your phone camera, or tap it if you opened the email on your phone. Then follow the on-screen steps under Settings → Cellular / Mobile Data → Add eSIM. It takes about two minutes.
Do I need internet to install the eSIM?
Yes. The eSIM downloads to your phone during installation, so you need Wi-Fi or any internet connection. This is why we recommend installing at home before your trip — without internet, the eSIM cannot be installed.
Can I install the eSIM again or on another phone?
Each QR code can be installed once, on one device. If you delete the eSIM from your phone or switch phones, contact our support team and we will help you out.
Using your eSIM abroad
What do I do when I land?
Three quick switches in your settings: turn the eSIM line on, set your mobile data to use the eSIM, and make sure data roaming is enabled for the eSIM. Finally, switch off data for your primary SIM so your home carrier does not charge you roaming fees.
Will I keep my phone number and WhatsApp?
Yes. Our eSIMs are data-only — your regular SIM and phone number stay active. WhatsApp, iMessage and all your apps keep working with your existing number, now using the eSIM data connection.
Will I pay roaming charges?
Not from us — the plan price is all you pay. To avoid charges from your home carrier, switch off mobile data on your primary SIM while traveling. That is the most common cause of surprise bills.
Can I share my data as a hotspot?
In most destinations, yes — tethering and personal hotspot work just like with a regular SIM, subject to the local network. Great for sharing with a travel partner or a laptop.
My eSIM is installed but not connecting. What should I check?
In this order: the eSIM line is turned on; mobile data is set to the eSIM; data roaming is on for the eSIM; try selecting a network manually in settings; restart your phone — it fixes most issues. Still stuck? Message us on WhatsApp, we are online 24/7.
Plans, payments & refunds
When does my plan start counting?
Your validity period starts when the eSIM first connects to a supported network at your destination — not when you buy or install it. If there is no network connection, the clock does not start.
What happens when my data runs out?
Simply buy another plan for the same destination and install it — it takes two minutes.
Which payment methods do you accept?
Visa, Mastercard, American Express and PayPal. Payments are processed securely and your eSIM is delivered to your email within minutes.
What is your refund policy?
We offer a 100% money-back guarantee: if your eSIM cannot be used due to a technical issue we cannot resolve, we refund you in full. Contact support with your order number and we will take care of it.
