Help centre
Install guides, network settings and straight answers about how our plans behave.
Everything here describes how our eSIMs actually work — including the parts that are less convenient than we would like.
21 articles
Type to filter. Results update as you type.
Start here
The questions we are asked most often, answered honestly.
- Install your eSIM on an iPhoneScan the QR code from Settings, label the line, and leave it switched off until you travel.
- Data roaming — why it must be onYour eSIM always connects as a visitor on a local network. With roaming off it will never get data, and switching it on costs nothing extra.
- When the clock starts and when the plan endsValidity starts at purchase. There is no activation window, no grace period, and no way to pause it.
- No service after landingWork through these in order. The first three fix the overwhelming majority of cases.
- Refunds and cancellationsThe honest version: once a plan is provisioned, the validity has started and we generally cannot refund it.
- Check whether your device supports eSIMTwo checks, both under a minute, and both more reliable than any published device list.
Browse by topic
Installing your eSIM
What arrives after checkout, and how to load it onto each kind of device.
- What you receive after you payThere is no physical SIM and nothing to post. Your eSIM is delivered as a QR code plus a set of codes you can type in by hand.
- Install your eSIM on an iPhoneScan the QR code from Settings, label the line, and leave it switched off until you travel.
- Install your eSIM on an Android phoneThe wording differs between manufacturers, but every Android eSIM flow lives under the SIM or network settings.
- Install your eSIM on an iPad or tabletOnly cellular models can take an eSIM. Wi-Fi-only tablets have no modem at all.
- Use your eSIM in a travel router or hotspotSome travel routers accept an eSIM. Whether yours can depends entirely on its firmware, not on our plan.
Devices and compatibility
Whether your hardware can take an eSIM at all, and how to check in a minute.
Network settings
APN, data roaming and choosing which line carries your data.
- APN settingsAlmost always automatic. On the rare device that needs it manually, here is where to look and what to change.
- Data roaming — why it must be onYour eSIM always connects as a visitor on a local network. With roaming off it will never get data, and switching it on costs nothing extra.
- Choosing which line carries your dataWith two lines active, the phone needs to be told which one to use for data. This is the single most common reason a working eSIM appears not to work.
Activation and connection problems
QR codes that will not scan, no service after landing, data that will not flow.
- The QR code will not scan, is expired, or says it was already usedThree different problems that look identical on screen. Here is how to tell them apart.
- No service after landingWork through these in order. The first three fix the overwhelming majority of cases.
- Connected but nothing loadsSignal bars with no data usually means allowance, roaming or line selection — in that order.
- Your destination is not coveredSome destinations are excluded from every plan we sell. We would rather show you that plainly than sell you something that will not connect.
Coverage, validity and usage
Where a plan works, when the clock starts, and how we count your data.
- Where your plan worksCoverage is defined by the plan you bought, not by where you happen to be.
- When the clock starts and when the plan endsValidity starts at purchase. There is no activation window, no grace period, and no way to pause it.
- How your data usage is countedThe figure on your order page is a recent reading from our supplier, not a live meter. Treat it as an estimate.
Billing, top-ups and refunds
What you pay, in which currency, and when a refund is possible.
- Running out of dataThere is no top-up product today. If you need more data, buy another plan — it installs as a separate eSIM.
- Refunds and cancellationsThe honest version: once a plan is provisioned, the validity has started and we generally cannot refund it.
- Payments, currency and receiptsPlans are priced and charged in Hong Kong dollars. Any other currency you see is an estimate.
Contact us
Reaching a person, and what to send so we can help on the first reply.
All 21 articles
Still stuck?
If an article did not solve it, message us with your order number and we will look at the actual eSIM rather than guess.
We answer WhatsApp messages every day. Phone is best for urgent problems while you are travelling.