Frequently Asked Questions

What is eSIM?

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An eSIM, short for embedded SIM, lets you stay connected anytime, anywhere. It functions like a traditional SIM card but eliminates the need for a physical card. As long as your device supports eSIM technology, you will be able to use an eSIM.

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How do I install the eSIM?

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Please refer to the guide for your eSIM below:

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Do I need to remove my SIM card to use the eSIM?

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No, you don't need to. You can keep your physical SIM in your phone while using our eSIM for data. Just update your phone settings to use the eSIM for data usage to avoid any roaming charges.

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What if I run out of data?

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You'll receive a notification when your data is running low or your plan is close to expiring. For some plans, add-ons are available. If you run out of data, you can purchase an add-on from our shop to top up, the extra data will automatically link to your eSIM. Alternatively you can purchase and install a new eSIM.

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Does the eSIM support tethering/hotspot?

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Yes, our eSIMs support tethering / hotspot.

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Does the eSIM come with a local number, calls and SMS?

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New Zealand eSIMs come with a local phone number and text facility. Other countries are data only and don't come with a local number for that country. Most travellers are using apps for calling such as WhatsApp and FaceTime.

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When does the eSIM start?

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You can buy and set up the eSIM now, it will activate once connected to the destination network.

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Just be sure to activate your plan within 60 days of purchase. If not activated manually, it will automatically activate, and the plan will begin.

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Will eSIM work in my phone?

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Visit our device compatibility page for an up-to-date list of compatible devices.

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An easy way to check if your phone is compatible:

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• iPhone: Go to Settings > Cellular (or Mobile Data).

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  If you see 'Add Cellular Plan' or 'Add Mobile Plan', the phone supports eSIM

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• Samsung: Go to Settings > Connections > SIM Card Manager.

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  If you see 'Add Mobile Plan', the phone supports eSIM

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• Google Pixel: Go Settings > Networks & Internet > SIMs > 'Set up an eSIM'.

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  If you are using Pixel 3/3a or a later model, it will be there and that means the phone supports eSIM.

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IMPORTANT EXCEPTIONS

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Certain models may have exceptions based on their specific versions or regional markets. For carrier-locked devices: If your device is locked to a specific carrier under a contract, it must be unlocked before you can use the eSIMs available on our platform.

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Will eSIM work in a smartwatch?

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Yes, but only if your smartwatch supports mobile connectivity via eSIM and is not otherwise restricted. Please refer to your smartwatch manufacturer guide to confirm the eSIM capability and activation instructions for your smartwatch.

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IMPORTANT for Apple Watches:

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Apple Watch is not inherently supported. Apple watch requires sharing of the same eSIM with your iPhone, both your iPhone and your watch need to be eSIM-compatible.