FAQ – Frequently Asked Questions
Frequently Asked Questions
What is an eSIM?
An eSIM (embedded SIM) is a digital SIM card built into your phone. Instead of inserting a physical SIM card, you scan a QR code to install a data plan directly onto your device. No need to visit a store or wait for delivery.
Is my phone compatible with eSIM?
Most modern smartphones support eSIM, including:
- iPhone XS, XR, and all newer models
- Samsung Galaxy S20, Note 20, and all newer models
- Google Pixel 3 and all newer models
- Many other Android devices from 2020 onwards
To check: go to Settings → General → About on iPhone, or Settings → Connections → SIM Manager on Android.
How do I activate my eSIM?
- Purchase your plan on esimprime.com
- Check your email for the QR code
- Go to your phone's Settings → Cellular / Mobile Data → Add eSIM
- Scan the QR code
- Your eSIM is installed — it activates when you arrive at your destination
When does my data plan start?
Your data plan starts when your eSIM first connects to a local network at your destination. This means you can install the eSIM before your trip without using up any data.
Can I keep my regular number?
Yes. Your eSIM is a data-only plan. Your primary SIM (and phone number) stays active. You use the eSIM for data and your regular SIM for calls and texts, or you can use internet calling apps like WhatsApp and FaceTime over the eSIM data.
What if I run out of data?
You can purchase a new plan from esimprime.com at any time. Simply install the new eSIM or top up depending on your plan type.
Does eSIM Prime work in my country?
eSIM Prime covers 170+ countries worldwide. Browse our full list of destinations to find your country and available plans.
What if I have a problem with my eSIM?
Our support team is available 24/7. Contact us at help@esimprime.com and we'll help you resolve any issue quickly.
Is my payment secure?
Yes. All payments are processed securely through Shopify Payments with SSL encryption. We never store your payment details.
Can I get a refund?
If you have not yet activated your eSIM, you are eligible for a full refund. Once the eSIM has been activated and data has been used, refunds are evaluated on a case-by-case basis. Contact help@esimprime.com for assistance.
