💬 帮助中心

Most recent models do: iPhone XS and later, Samsung S20 and later, Google Pixel 3 and later. The quickest check is to dial *#06# — if an EID row appears, the phone supports eSIM. See the full device compatibility list. Note that iPhones sold in mainland China do not support eSIM.

Start with the destination, then match the plan to your trip length and usage: light use (maps and messaging) runs about 500MB a day, heavy use (video and hotspot) 2GB or more. For multi-country trips a regional plan such as Multi-country Europe works out cheaper; for a single destination a local carrier plan gives better value.

Any time. For most plans the validity period only starts counting when the eSIM first connects to a local network, so buying and installing ahead of time and activating on arrival is the safest approach. The exact behaviour is shown in the "Activation policy" spec on each product page.

An iPhone can store 8 or more eSIMs (2 active at once); most Android models hold 5-7. Used eSIMs can be deleted and take up no space.

Delivery is immediate after payment. The QR code and installation instructions arrive at the email address you entered within 1-2 minutes — fully automated, no waiting on a human.

Install 1-2 days before departure, on stable Wi-Fi (installation needs a connection). Then turn on data roaming for that eSIM after you land.

If you only have one phone and cannot scan its own screen, install manually instead: take the SM-DP+ address and activation code from the email and enter them as described in the installation guide.

Yes. Until you reach your destination and connect to a local network, "No service" or "Not activated" is the expected state. After landing, turn on data roaming for that eSIM and wait 1-3 minutes for it to register.

No. Each QR code can only be installed once and is void after deletion. Don't scan it on a test device, and don't delete the eSIM before your trip ends.

Check in this order: (1) data roaming is on for that eSIM; (2) the eSIM is set as the default line for cellular data; (3) restart the phone; (4) manually select one of the carrier networks listed on the product page. That solves 99% of cases — if it still fails, contact support.

Enter your order number and email on the usage check page. Some carrier plans can also be checked through the method listed in the "Usage tracking" spec on the product page (an app or an SMS shortcode).

First check whether the plan has a throttling clause (see the "Speed limit" spec on the product page). If there is no cap and it is still slow, try switching between 4G and 5G, manually selecting a different covered carrier, or moving somewhere more open.

It depends on the "Hotspot sharing" spec of the plan — if it says supported, personal hotspot works normally. Bear in mind hotspot use burns through data quickly, so watch your balance.

Yes. The eSIM sits alongside your physical SIM, so your own number stays on standby and keeps receiving calls and texts. (Answering calls may incur your carrier's roaming charges; receiving texts is normally free.)

Refund requests can be submitted within 14 calendar days of purchase, provided the eSIM has not been installed or activated and the QR code is unused. An installed or activated eSIM is normally not refundable for change of mind; product or service faults confirmed by support are assessed separately. Full rules are in the refund policy.

Email support with your order number, the email address used for the purchase, and the reason. Once we confirm the eSIM was never installed, the refund goes back the way it came within 3-5 business days.

First work through the steps in "While traveling". If it still fails, contact support with screenshots of the fault (signal status and settings screens). Where our technical team confirms the plan itself is faulty, you get a replacement or equivalent compensation — the "no refund after installation" rule does not apply.

As long as it has not been installed, request a refund and simply buy the correct plan.