FAQ - Frequently Asked Questions
Find answers to common questions about eSIM Nexus. Learn about eSIM technology, installation, compatibility, and troubleshooting.
Frequently asked questions
What is an eSIM, and what does eSIM Nexus provide?
An eSIM is a digital SIM technology that allows a mobile plan to be installed on a compatible device without inserting a physical SIM card. With eSIM Nexus, you can choose a plan for your trip, receive your eSIM digitally, and connect to supported mobile networks at your destination.
How can I check whether my phone supports eSIM?
Check your device settings for an option to add an eSIM and for its EID information. On many devices, the EID can be found in Settings or displayed by dialing *#06#. Because eSIM support may vary by model and region, we also recommend checking our Supported Devices page.
Can I use my physical SIM and eSIM Nexus at the same time?
If your device supports Dual SIM, you can keep your primary line active for calls and SMS while using your eSIM Nexus plan for mobile data. Keeping your primary line active abroad may result in roaming charges from your operator.
Can I delete my eSIM profile or move it to another device?
We recommend that you do not delete your eSIM profile before you have finished using your plan. Some eSIM profiles and QR codes can only be installed once, so a deleted profile may not be reinstalled or transferred to another device. Contact our support team before taking any action.
What should I do if my eSIM is installed but cannot connect to the internet?
Check that the eSIM line is enabled, selected for mobile data, and that data roaming is turned on. If required, apply the APN settings provided with your plan and restart your device. If the problem continues, contact our support team without deleting the eSIM profile.
Which devices can I use with eSIM Nexus?
eSIM Nexus can be used on compatible phones, tablets, and other devices that support eSIM and are carrier-unlocked. Support may differ between regional versions of the same model, so check your device's exact model before purchasing.
How is an eSIM different from a physical SIM card?
Because an eSIM profile is installed digitally, you do not need to replace a physical card or wait for delivery. On compatible devices, you can keep your primary line and use your travel eSIM for mobile data.
In which countries can I use my eSIM?
Country plans work in the selected country, while regional and global plans work in the countries listed in the plan details. Your eSIM connects only to supported mobile networks within the coverage of the plan you purchased.
Can I request a refund for an eSIM I could not use?
A refund may be provided after review when an eSIM cannot be used for technical reasons. Eligibility is assessed according to the installation, activation, and data usage status of the eSIM. Please review our Refund Policy for the full conditions.
Can I use a travel eSIM on a carrier-locked device?
Your device must be carrier-unlocked to connect a travel eSIM to a different mobile operator. You can check the lock status in your device settings or contact your current operator.
Do the plans include calls and SMS?
Most plans are intended for mobile data use. Check the relevant plan details before purchasing to see whether calls, SMS, or a phone number are included. You can use internet-based messaging and calling applications with your mobile data.
When should I install and activate my eSIM?
We recommend installing your eSIM before your trip while you have a reliable internet connection. The start of the validity period may vary by product. Check the activation terms on the plan page before installation.
Can I share my eSIM connection with other devices?
If supported by your device and purchased plan, you can share your connection using the personal hotspot feature. Check the plan details for the applicable usage conditions.