eSIM Air Help Center

General Information

• What is an eSIM?
  An eSIM is a digital SIM that allows you to activate a mobile plan without a physical SIM card.
• What are the benefits of using an eSIM?
  eSIMs offer convenience, flexibility, and ease of use, making them ideal for international travel and data-only plans.
• How does an eSIM work?
  An eSIM is a rewritable SIM that stores data in the device, allowing you to activate and manage your mobile plan digitally.
• What happens to my physical SIM when I use an eSIM?
  Your physical SIM remains active unless you manually disable it or replace it with another.

Installation & Activation

• How do I install my eSIM?
  Android: Activate your eSIM via QR code by going to Settings > Connections > SIM card manager > Add mobile plan. You can add it manually by entering the SM-DP+ address and activation code. iOS: Activate your eSIM by scanning the QR code in Settings > Cellular > Add Cellular Plan. You can also add it manually by entering the SM-DP+ address and activation code. For added convenience, we offer a direct installation button.
• How long does it take for an eSIM to activate?
  Activation is typically instant once you install the eSIM and follow the instructions. In rare cases, it may take a few minutes.
• Do I need to enable data roaming?
  Yes, enable data roaming for your eSIM to work. This will not incur extra charges.
• How do I transfer my eSIM to a new phone?
  To transfer your eSIM, you will need to deactivate it on your old device and follow the activation instructions on your new phone.
• What should I do if I don't receive the eSIM activation email?
  If you don’t receive the email, check your spam folder. If it’s still missing, contact customer support for assistance.

Usage & Compatibility

• Can I use my regular SIM and eSIM together?
  Yes, use the eSIM for data and your regular SIM for calls and texts.
• Can I use an eSIM while traveling internationally?
  Yes, eSIMs are designed for international travel and can be used across multiple countries without needing a physical SIM card.
• How can I check if my device is compatible with eSIM?
  You can check the compatibility of your device in the specifications section on our website.
• Can I switch between eSIMs?
  Yes, you can switch between eSIMs on your device.
• Can I use an eSIM with multiple devices?
  An eSIM can only be active on one device at a time.
• Is there a limit to how many eSIMs I can have?
  You can purchase multiple eSIMs, but each device typically supports only one active eSIM at a time.
• Can I use an eSIM on a tablet or laptop?
  Yes, eSIMs can be used on tablets and laptops that support eSIM technology.
• Can I temporarily deactivate my eSIM?
  Yes, you can deactivate your eSIM through your device settings without fully deleting it, allowing you to reactivate it later.

Data Management

• How can I check my data balance?
  Check your phone’s data settings or use the "Check data usage" button from the link in your installation email to see your balance.
• What happens if I use all my data?
  Your internet connection will stop. You can purchase a new plan on our website.
• Can I share my internet with other devices?
  Yes, you can share via Hotspot.
• How do I renew my data plan?
  You can purchase a new plan if you need to extend your service.
• What should I do if my eSIM data speeds are slow?
  If your data speeds are slow, try restarting your device, ensuring data roaming is enabled, and verifying your network connection.

Technical Issues

• What happens if my eSIM doesn't work?
  If your eSIM does not work, ensure data roaming is enabled and that your plan is active. If issues persist, contact customer support for assistance.
• What if my eSIM is not detected by my phone?
  Make sure your device is eSIM compatible, and check your settings. If the problem persists, contact support for troubleshooting.
• How do I troubleshoot eSIM issues?
  Make sure your device settings are correct and that you are connected to a network. Refer to our troubleshooting guide for more help.
• Will my eSIM work if I reset my phone?
  Yes, your eSIM will remain active, but you may need to reconfigure some settings after a reset.
• Can I use an eSIM with a VPN?
  Yes, you can use an eSIM with a VPN, but ensure that your VPN settings are configured correctly to avoid connectivity issues.
• Can I recover a deleted eSIM?
  If you accidentally delete your eSIM, you may need to contact customer support to reactivate or reinstall it.

Security & Support

• Are eSIMs secure?
  Yes, eSIMs utilize advanced security features to protect your data, similar to traditional SIM cards.
• What should I do if I have a problem with my eSIM?
  If you encounter any issues, please consult our support resources or contact us directly for assistance.
• Can I get a refund if I don’t use my eSIM?
  Yes, refunds are possible under certain conditions. Check our refund policy for details.
• How do I contact customer support?
  You can contact our customer support team through our website, livechat, email, or phone.

eSIM Benefits

• Can I keep my WhatsApp number with the eSIM?
  Yes, your WhatsApp number remains the same, and your contacts and chats are preserved.
• Will my internet speed be reduced?
  In rare cases, yes. Providers may slow speeds if the data is used excessively in a short time.
• Do I need to do anything when traveling to a new country?
  No, your eSIM works in all covered countries. Just keep it activated and avoid deletion.
• Can I use an eSIM for voice calls?
  No, eSIMs are currently only used for data services. You will need a traditional SIM or a separate voice plan for voice calls.

eSIM Management

• What should I do if I accidentally delete my eSIM?
  If you delete your eSIM, contact customer support.
• How do I remove an eSIM from my device?
  To remove an eSIM, go to your device settings, find the eSIM profile, and select the option to remove or deactivate it.
• Can I pause my eSIM plan if I don't need it?
  eSIM plans typically cannot be paused once activated.
• Are there any additional fees with eSIMs?
  No additional fees are typically associated with using an eSIM.

Business FAQ

• Can businesses benefit from using eSIMs?
  Yes, businesses can benefit from eSIM technology by enabling their employees to quickly switch between international plans, simplifying device management for teams, and reducing logistical challenges associated with physical SIM cards.
• How can eSIMs simplify device management for businesses?
  eSIMs allow businesses to remotely provision and manage mobile plans for multiple devices, reducing the need to handle physical SIM cards. This can streamline operations and improve efficiency for IT departments.
• Can businesses use eSIMs to provide international mobile plans?
  Yes, eSIMs are ideal for businesses with international operations, allowing employees to switch to local data plans easily while traveling, avoiding high roaming fees and improving connectivity.
• How secure are eSIMs for business use?
  eSIMs use the same security protocols as physical SIMs, ensuring that company data remains protected. Additionally, eSIMs can be remotely managed and deactivated if a device is lost or compromised.
• Can businesses use eSIMs to offer employees different data plans?
  Yes, eSIMs can be used to provide employees with multiple data plans, allowing them to switch between work and personal profiles, or access different plans based on their location and needs.

Other Questions

• How do I know if my eSIM is activated?
  Once your eSIM is activated, the network should appear. You can also check this via the link provided in the email sent after activation.
• Can I use my eSIM in multiple countries?
  Yes, our eSIMs are designed for international travel and can be used in multiple countries without needing a physical SIM card.
• How do I check my eSIM data usage?
  You can check your eSIM data usage through your device settings or by contacting customer support.
• Can I use my eSIM for voice calls?
  No, eSIMs are currently only used for data services. You will need a traditional SIM or a separate voice plan for voice calls.
• How do I know if my device supports eSIM?
  You can check your device specifications or contact the manufacturer to determine if your device supports eSIM.
• What is the difference between an eSIM and a physical SIM?
  An eSIM is a digital SIM that stores data in the device, while a physical SIM is a physical card that needs to be inserted into the device.
• Can I use an eSIM with a dual-SIM device?
  Yes, you can use an eSIM with a dual-SIM device, but ensure that your device supports eSIM technology.
• How do I update my eSIM profile?
  You can update your eSIM profile through your device settings or by contacting customer support.

Best Practices for eSIM Users

• Keep your eSIM profiles organized
  Maintain a clear record of your eSIM profiles for different countries or providers. This will help you quickly switch plans based on your travel or usage needs.
• Regularly update your eSIM data plans
  Check your data plan regularly to ensure you are on the best plan for your usage. Update or switch plans as needed to avoid overage charges.
• Enable roaming settings before traveling
  Before you travel, ensure that data roaming is enabled on your device. This will allow your eSIM to connect seamlessly to local networks.
• Backup your eSIM profiles
  Take note of your eSIM profiles and activation codes. In case of device loss or failure, having this information can simplify reactivation on a new device.