Where are you traveling to?

Most newer iPhone, Samsung and Xiaomi phones support eSIM. Before you buy, check your phone settings for an option to add an eSIM.

If you are not sure, send us the phone model on WhatsApp (+387 61 603 225) before you buy. If the phone does not support eSIM, you can get a physical SIM card instead.

Install the eSIM as soon as you receive it, while you are still at home on Wi-Fi. That way you have enough time to go through the installation instructions before you leave.

The eSIM arrives by email right after payment: an installation link and a QR code. Check the spam folder as well.

Install it before the trip, on Wi-Fi. At your destination you only turn on mobile data and data roaming. One eSIM goes on one phone. Once it is installed, it cannot be moved to another device.

If you are buying the eSIM for your child or someone else, do not install it on your phone. Forward them the email or QR code and let them install it on their own device.

The eSIM does not work in Bosnia and Herzegovina. It works in the country you bought the plan for, on a foreign operator's network.

At home, only install it. It activates on its own when you arrive and the phone connects to a supported network. At the destination:

1. For mobile data, turn off your home number and turn on the eSIM.
2. Turn on mobile data for the eSIM.
3. Turn on data roaming. This is not roaming charged by your home operator. Without it, internet over the eSIM will not work.

• iPhone: Settings → Mobile Data → Data Roaming
• Samsung: Settings → Connections → Mobile networks → Roaming

Leave the network on automatic. The phone picks a partner network itself. If there is no signal, try another available network in that country manually.

The days start only when you connect to a network at your destination and use the first data. Installing at home does not use up the days.

The eSIM is valid for 3 months from purchase. When you top it up, that date changes to 3 months from the day of that purchase.

A top-up goes on the same eSIM. Do not buy a new plan as a new order, because that creates a new eSIM you have to install again.

Open the link from the email after purchase, or the order page, and choose Top up. You can top up the same country or pick a plan for another destination. A new installation is not needed.

You can top up as many times as you want, until the eSIM expires. The order page shows until when it can be topped up. After that, you need to buy a new eSIM.

Track usage on the same order page. The link is in the email after purchase. There you see how much is used, how much is left and until when the plan is valid. Usage updates every 3 to 6 hours. When you run low, you can top up from that same page.

The eSIM is for internet only. It has no phone number, and it does not receive calls or SMS.

Your number, contacts, WhatsApp and Viber stay as they are. Nothing is deleted when you install. Do not delete your regular number from the phone.

WhatsApp and Viber keep working with your existing number, because they use the internet. Email, maps, Instagram and other apps work as usual once the eSIM connects.

Roughly, per person:

• 5 GB if you use maps, WhatsApp, Viber and email.
• 10 GB if you also use Instagram, video, video calls, streaming or share the internet with others.

If you are traveling through several countries, a regional plan is usually better value than a separate plan for each country.

If the card payment does not go through, the bank is usually blocking online payments or the confirmation code never arrives. Try another card, or approve online payments in your banking app. If it still fails, message us on WhatsApp.

Pay later is payment to a bank account. You can get the eSIM now and complete the transfer later. Support approves the request only after you message us on WhatsApp and confirm the order. Without that message, the order does not move forward. The same option is there when the card fails because there is no confirmation code.

Yes. If you have a problem with your eSIM that our support team can't solve, we refund 100% of your money.

The condition is that you first contact our customer support on WhatsApp (+387 61 603 225) while the problem is happening and give us a chance to solve it.

Refunds are not possible if you did not contact support.