Help center.
Getting Started· 9
What is an eSIM and how does it work?
A two-minute intro to digital SIMs and why they’re great for travel.
Read →Will my phone work with esimple?
Quick device compatibility check + how to verify your phone supports eSIM.
Read →Install your eSIM on iPhone
Step-by-step setup on iOS, including the iOS 17.4+ one-tap install.
Read →Install your eSIM on Android
Step-by-step setup on Pixel, Samsung Galaxy, and other Android devices.
Read →What to expect on your first connection after landing
Airplane-mode toggle, the first five minutes, false alarms, and when to actually worry.
Read →Pre-trip checklist
Install at home over wifi, photograph the QR, save activation details, turn home-SIM roaming off.
Read →Check your device supports eSIM
Apple, Samsung, Pixel, OnePlus, Xiaomi, Oppo — how to confirm eSIM support by brand.
Read →Is your phone carrier-unlocked?
Why phones need to be unlocked, how to check on iOS and Android, how to request an unlock.
Read →Dual-SIM setup: keep your home number, use esimple for data
How to keep your home SIM for calls and SMS while esimple handles data — without surprise roaming charges.
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Using Your eSIM· 8
When does my plan start?
Validity begins on first network connection — not when you buy or install.
Read →What if my data runs out?
How to top up your existing eSIM without reinstalling.
Read →Can I send an eSIM as a gift?
Buying for someone else, with their email on the activation message.
Read →Using your esimple plan as a hotspot
Personal Hotspot on iPhone, Mobile Hotspot on Android. What counts against your allowance.
Read →Voice calls and SMS with esimple
esimple is data-only. How WhatsApp, FaceTime, and verification codes work — and the workarounds.
Read →Switching between your home SIM and esimple
How to toggle the active data line on iPhone, Pixel, and Samsung — and which settings matter.
Read →Regional vs country plans: which one fits your trip?
When a regional bundle beats a single-country plan, and vice versa.
Read →Plan validity timing: when the clock starts and what "expires" means
The timer starts on first network connection at the destination — not when you buy or install.
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Account· 4
Where’s my activation email?
It usually arrives within a minute of payment. If it doesn’t, here’s what to check.
Read →How to top up your existing eSIM
The /account page is the entry point — pick a top-up plan, pay, you’re done.
Read →Magic link sign-in
How magic links work, the 10-minute expiry, the same-device rule, and what to do when the link doesn’t arrive.
Read →Viewing your data usage
Check usage on your phone (real-time) and in your esimple account (slightly behind) — which to trust.
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Billing & Refunds· 4
Refunds and cancellations
When eSIMs are refundable and how to request one.
Read →100% Price Guarantee — match Airalo & Ubigi
If you find the same eSIM cheaper on Airalo or Ubigi within 7 days, we credit you the difference.
Read →How esimple charges appear on your statement
Merchant name, USD pricing, FX conversion, 3D Secure, and when the charge actually finalises.
Read →Payment failed — what now?
The most common reasons cards get declined and how to get through.
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Troubleshooting· 6
My eSIM isn’t connecting — what now?
The four most common causes of no-signal, in order of how often they’re the answer.
Read →Why is my data slow?
Signal strength, congestion, 5G with weak coverage, network choice — when "slow" is normal and when to act.
Read →The QR code won’t scan — what now?
Lighting, screen size, manual install via SM-DP+ and activation code, and what to send support.
Read →My plan expired earlier than I expected
Usually the validity timer started during a layover or test. How to confirm and what to do next.
Read →I deleted the eSIM by accident — can I reinstall?
Reinstall from /account if the plan still has data. When it can’t be reinstalled.
Read →Country-specific issues
China VPN, Cuba coverage, Vietnam network selection, US eSIM-only iPhones, and other local quirks.
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Still stuck?
Email hello@support.esimple.ai — replies within 4 business hours (Mon–Fri SGT), 24 hours on weekends, and Ali our AI co-pilot triages mid-trip issues 24×7.