How can we help?
Browse the common questions below, or send us a message — a real human replies within 24 hours, 7 days a week.
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Frequently asked
Getting started
What is an eSIM?
An eSIM (embedded SIM) is a digital SIM built into your device. Unlike a physical SIM card, it’s activated over the air — no plastic card to insert.
Is my device eSIM compatible?
Most smartphones from 2018 onwards support eSIM and must be carrier-unlocked. The app checks your device automatically before you buy, or you can check your manufacturer’s website.
How do I activate my eSIM?
After purchase your eSIM is delivered instantly. Tap to install in the app, or add it manually: iOS → Settings → Cellular → Add eSIM; Android → Settings → Connections → SIM Manager.
Using your eSIM
Can I install the eSIM before I travel?
Yes, and we recommend it. Install before you depart, then switch on data roaming for the eSIM when you land to start using your plan.
What happens when my data runs out?
Your connection pauses. You can top up any time from the My eSIMs screen — your eSIM stays active until its validity period ends.
No service or no data — especially after restarting my phone?
Your package is fine — this is almost always a device setting. In order: set Settings → Cellular → Cellular Data to your eSIMzio line; turn Data Roaming ON for that line (travel eSIMs need it); toggle Airplane Mode; toggle the line off and on; or pick a local network manually under Network Selection. Full walkthrough on the install page. Never delete the eSIM profile — it usually can't be reinstalled.
My QR code scan failed. What should I do?
Turn screen brightness up and try again in good light. If it still fails, use manual entry with the SM-DP+ address and activation code shown in the app.
Do plans automatically renew?
No. Plans are one-time purchases — buy a top-up or a new plan whenever you need more data. No subscriptions, no surprise charges.
Payments & refunds
What payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, Amex), plus Apple Pay and Google Pay. Payments are processed securely and we never store your card details.
Can I get a refund?
Unused eSIMs can be refunded within 14 days of purchase if not yet activated — request it from the eSIM’s actions in the app. Activated plans are reviewed case by case; just get in touch.