Question 1

How do I check that my phone supports eSIM?

Accepted Answer

Most recent phones do: every iPhone from XS/XR onwards, Galaxy S20 and later, Pixel 3 and later, and many more. The surest way is to check the phone itself.
1. iPhone: Settings → General → About. If you see an EID line (or "Available SIM" / "Digital eSIM"), it supports eSIM.
2. Android: Settings → About phone → Status / SIM information. If an EID number is listed, it supports eSIM.
3. On any phone: dial *#06#. If a long EID number appears, eSIM is supported.
A phone that supports eSIM must also be carrier-unlocked, not locked to one mobile company.

Question 2

What is a carrier-locked phone?

Accepted Answer

A locked phone only accepts SIMs from one mobile company, so another provider's eSIM won't connect. It's most common with phones bought on a contract abroad.
1. iPhone: Settings → General → About → "Carrier Lock". "No SIM restrictions" means it's unlocked.
2. Android: try a SIM from another company, or ask the company you bought the phone from.
3. If it's locked, ask that company to unlock it before you travel.

Question 3

Which plan should I choose?

Accepted Answer

For everyday use (WhatsApp, maps, social media, some video) travellers typically use 0.5–1 GB a day. If you work remotely, upload lots of photos or share your connection, pick a bigger plan.
Not sure? Start small: you can add data to the same eSIM from your account at any time, without reinstalling.

Question 4

When does my plan start?

Accepted Answer

At checkout you choose "Activate now" or a future date. The plan's days count from the date you chose, not from the purchase.
Chose a future date? Until that day the eSIM is installed but won't connect. That's expected.

Question 5

When should I buy and install?

Accepted Answer

It's easiest to buy and install at home a few days before your flight, on stable Wi‑Fi. At your destination you just switch the line on.

Question 6

How do I install the eSIM?

Accepted Answer

After payment your eSIM is in your e-mail and your account. There are three ways to install it, all needing an internet connection (Wi‑Fi is best):
1. Direct install (iPhone): open the eSIM in your account or the app on the same phone and choose "Direct install".
2. Scan the QR code: show it on another screen (a computer or second phone) and scan it from your cellular settings.
3. Manual install: copy the "SM-DP+ address" and "Activation code" into your settings.

Question 7

Installation failed or the QR code won't scan

Accepted Answer

This is usually solved in a few simple steps:
1. Make sure the phone is online (stable Wi‑Fi) while installing.
2. Don't scan a screenshot on the same phone: show the code on another screen, or use direct or manual install.
3. Update your phone's software and restart it.
4. Check your cellular settings: if the eSIM is already listed there, it's installed. Don't install it again.
5. Seeing "code already in use" or "unable to add eSIM"? Don't keep retrying: message us in the chat.
Each eSIM can be installed only once, so when in doubt contact us before deleting anything.

Question 8

Where do I find my QR code?

Accepted Answer

It's e-mailed right after payment and is always in your account on the website and in the app: in "My eSIMs", tap "Install eSIM".

Question 9

I deleted my eSIM by mistake

Accepted Answer

An eSIM can be installed only once, so after deleting it the same code may not install again. Message us in the chat while the plan is still valid and we'll see what we can do.
Next time: to tidy up, just turn the line off instead of deleting it.

Question 10

How do I keep the lines apart?

Accepted Answer

During installation the phone asks you to name the new line. Call it "eSIM Fly" or the destination, and keep your home line as "Primary", so every setting shows exactly which line you picked.

Question 11

I've landed and there's no internet

Accepted Answer

This is the most common issue and is almost always a setting. Go through these steps in order:
1. Make sure the eSIM line is on: Settings → Cellular → the eSIM line → "Turn On This Line".
2. Select it for data: Settings → Cellular → "Cellular Data" → the eSIM line (ticked). Turn off "Allow Cellular Data Switching" there too.
3. Turn on Data Roaming for the eSIM line. It works abroad as a roaming line; that's normal and costs nothing extra.
4. On your home line turn Data Roaming off so data doesn't go through it. To be completely sure, you can switch the home line off, as shown.
5. Switch Airplane Mode on for 30 seconds and off again, or restart the phone. Give it a few minutes to find a network.
6. Still nothing? In the eSIM line open "Network Selection", turn off "Automatic" and pick another network.
Chose a future start date at checkout? The plan only connects from that day. Still stuck? Send us a screenshot of your cellular settings in the chat.

Question 12

It says "No Service" or "SOS only"

Accepted Answer

The phone hasn't registered on a local network yet. Try this:
1. Make sure you're in the destination the plan was bought for; the eSIM doesn't connect elsewhere.
2. Toggle Airplane Mode or restart the phone.
3. In the eSIM line open "Network Selection", turn off "Automatic" and pick another network.
4. Reception is weaker in airports and remote areas; try again in the open.

Question 13

The connection is slow

Accepted Answer

Speed depends on the local network, where you are and how busy it is. Things that help:
1. Check in your account that the plan still has data.
2. Turn off any VPN.
3. Toggle Airplane Mode, or pick another network by hand.
4. On iPhone: Settings → Cellular → the eSIM line → "Voice & Data": try switching between 5G and LTE/4G.

Question 14

How do I avoid charges from my home carrier?

Accepted Answer

As long as data goes through the eSIM, your home carrier doesn't bill for data. To be sure:
1. Select the eSIM line under "Cellular Data" and turn off "Allow Cellular Data Switching", so the phone never falls back to your home line.
2. Turn Data Roaming off on your home line. If you don't need the home line at all, switch it off, as shown.
Calls and SMS you receive on your home line may still be billed by your carrier under its own terms.

Question 15

How do I see how much data is left?

Accepted Answer

Your account on the website and in the app shows, under "My eSIMs", what you've used, what's left and the end date. It updates several times a day.
The app also notifies you at 80% usage and when the plan runs out.

Question 16

I've run out of data: how do I add more?

Accepted Answer

Add a plan to the same eSIM, with no new code and no reinstall:
1. Open your account on the website or the app → "My eSIMs".
2. Tap "Add data" next to the eSIM.
3. Pick a plan and pay. The data is added within moments, with no new code and no reinstall.
No hidden charges: when a plan runs out, data simply stops until you add more.

Question 17

My plan expired: can I keep the same eSIM?

Accepted Answer

Yes. You can add a new plan from your account even to an expired eSIM, and it keeps working without reinstalling. The new plan starts on the day you buy it.
Don't delete the eSIM if you may return to the same destination; you can recharge it next time.

Question 18

How do I remove an old eSIM from my phone?

Accepted Answer

In your cellular settings choose the expired line and tap "Delete eSIM" / "Remove". It doesn't affect your home line.
Deleting is final. If you may travel there again, just turn the line off and recharge it next time.

Question 19

How can I pay?

Accepted Answer

By card or Bit, on the payment provider's secure page. Your card details never pass through us and are never stored by us.

Question 20

What are FlyCoins?

Accepted Answer

Every purchase earns FlyCoins back into the wallet in your account, and you can pay with them next time. Invite friends with your personal code: they get a discount and you get FlyCoins.

Question 21

Can I cancel or get a refund?

Accepted Answer

If the eSIM can't connect because of a fault on our side, we'll fix it, and if we can't, we'll provide a replacement eSIM or refund you in full. Contact us while the plan is still valid.
Cancelling because you changed your mind after the eSIM was delivered isn't possible, subject to consumer-protection law. Full details are in our terms.

Question 22

Do I need an account to buy?

Accepted Answer

On the website you can buy as a guest; the eSIM is e-mailed to you. With an account all your orders are in one place, you can see your data, add more and earn FlyCoins. Buying in the app requires signing in.

Question 23

Does the eSIM come with a phone number?

Accepted Answer

No. The eSIM is data-only. WhatsApp, FaceTime and other app calls work over it as usual.

Question 24

Will WhatsApp keep my number?

Accepted Answer

Yes. WhatsApp is tied to your number, not to the SIM you browse with, so it works as usual with the same number, groups and chats.

Question 25

Will I still get bank SMS codes and calls on my home number?

Accepted Answer

Yes, if you keep your home line switched on (with data roaming off). It keeps receiving calls and SMS, such as bank verification codes.
Receiving calls and SMS abroad may be billed by your home carrier; check its terms.

Centre d'aide

Problèmes fréquents

Before you buy

Installation

Connection problems

Data, validity and top-ups

Payments, refunds and account

Calls, SMS and your number

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