Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of a physical card, you scan a QR code to install a data plan — no shop visit and no swapping cards.

Question 2

How does HelloSIM work?

Accepted Answer

Pick the plan for your destination and pay — your eSIM's QR code arrives by email straight away. Install it on your phone before you travel, switch it on when you land, and you're online on a local network while your own SIM stays in the phone for calls and texts.

Question 3

Why use an eSIM instead of my carrier's roaming?

Accepted Answer

Roaming with your home carrier is often charged per day or per megabyte and can add up quickly. A HelloSIM eSIM is prepaid: you choose the data and the days up front, so there are no surprise bills when you get home.

Question 4

Do I need an account to buy?

Accepted Answer

No. You can check out as a guest with just your email. Creating an account lets you manage all your eSIMs, top up faster, and see your orders in one place.

Question 5

Where do your eSIMs work?

Accepted Answer

We cover 190+ countries. Each plan lists the exact countries and regions it includes, so check the plan page before you buy.

Question 6

Can I keep my phone number?

Accepted Answer

Yes. Your eSIM is data-only and runs alongside your main SIM, so you keep your number for calls and texts while using HelloSIM data abroad.

Question 7

Can I make calls or send texts with HelloSIM?

Accepted Answer

HelloSIM eSIMs are data-only, so they don't come with a phone number. You can still call and message over data with apps like WhatsApp, FaceTime, Telegram or Viber, and your own SIM keeps receiving calls and texts on your usual number.

Question 8

Will WhatsApp keep working with my number?

Accepted Answer

Yes. WhatsApp is linked to your phone number, not to the line that provides your data, so your account, chats and number stay exactly the same while HelloSIM provides the internet connection.

Question 9

Is there a HelloSIM app?

Accepted Answer

Yes — the HelloSIM app for iPhone is on the App Store. You can buy plans, find your eSIMs and QR codes, and manage your account. Your account and wallet are the same in the app and on the website.

Question 10

Which phones support eSIM?

Accepted Answer

Most recent phones do: iPhone XS, XR and newer, Google Pixel 3 and newer, recent Samsung Galaxy S and Z models and many A models, plus many other Android phones. See our Compatible Devices page for the full list.

Question 11

How can I check if my phone supports eSIM?

Accepted Answer

On iPhone, go to Settings → Mobile Data (or Cellular) and look for “Add eSIM”. On Android, look in Settings → Connections or Network & internet → SIMs for “Add eSIM” or “Download a SIM”. You can also dial *#06# — if an EID number is shown, your phone has an eSIM chip.

Question 12

What does “carrier-unlocked” mean?

Accepted Answer

An unlocked phone accepts SIMs and eSIMs from any provider. Phones bought outright are usually unlocked; phones on a contract or instalment plan may be locked to your carrier until they're paid off. If you're not sure, ask your carrier before you travel.

Question 13

Can I use HelloSIM together with my main SIM?

Accepted Answer

Yes. Phones with eSIM can use two lines at once — your usual SIM for calls and texts and HelloSIM for data. You choose which line is used for mobile data in your settings.

Question 14

My phone was bought in mainland China, Hong Kong or Macao — will it work?

Accepted Answer

Many iPhones sold in mainland China, Hong Kong and Macao use two physical SIM slots instead of eSIM. Check your settings for an “Add eSIM” option before you buy — if it isn't there, the phone can't install an eSIM.

Question 15

Can I use HelloSIM on an iPad or tablet?

Accepted Answer

Yes, if it's a cellular model with eSIM support — look for Mobile Data (or Cellular Data) with an “Add eSIM” option in its settings. Wi-Fi-only tablets can't use an eSIM.

Question 16

How do I install my eSIM?

Accepted Answer

After purchase you'll get a QR code by email. Open your phone's settings, add a mobile/cellular plan, scan the QR code, and you're done. Step-by-step guides are in our Help Center.

Question 17

How do I install the eSIM on an iPhone?

Accepted Answer

Connect to Wi-Fi, open Settings → Mobile Data (or Cellular) → Add eSIM → Use QR Code, and scan the QR code from your email. Name the new line “HelloSIM” and keep your main line for calls. The Help Center has the full step-by-step guide.

Question 18

How do I install the eSIM on Android?

Accepted Answer

Connect to Wi-Fi. On Samsung, go to Settings → Connections → SIM manager → Add eSIM; on Google Pixel, go to Settings → Network & internet → SIMs → Add SIM. Scan the QR code from your email and confirm. Menu names vary a little by brand.

Question 19

When should I install it?

Accepted Answer

You can install any time after purchase. The validity period only starts when the eSIM first connects to a network at your destination — so install before you travel and activate when you arrive.

Question 20

Do I need an internet connection to install the eSIM?

Accepted Answer

Yes — your phone downloads the eSIM, so install it while you're connected to Wi-Fi (or your mobile data at home). That's why we recommend installing it before you travel.

Question 21

What if I can't scan the QR code?

Accepted Answer

You can install manually using the SM-DP+ address and activation code included in the same email, or open the QR on another screen and scan it. Our setup guide covers both methods.

Question 22

Can I use one eSIM on two phones?

Accepted Answer

No — each eSIM can be installed on one device at a time. If you reinstall it on a new phone, it's removed from the old one.

Question 23

Can I delete the eSIM and install it again later?

Accepted Answer

Please don't delete it while you still need it: a deleted eSIM usually can't be reinstalled. Between uses, just turn the line off in your settings. You can remove it once your plan has ended.

Question 24

What do I do when I land?

Accepted Answer

Turn on the HelloSIM line, choose it as the line for mobile data and switch on Data Roaming for that line. Your phone then connects to a local network within moments. If it doesn't, switch airplane mode on and off.

Question 25

Why does Data Roaming need to be on? Will I be charged?

Accepted Answer

Your HelloSIM eSIM connects to local networks as a visitor, so Data Roaming must be on for the HelloSIM line. You won't pay anything extra — the data is prepaid. Keep Data Roaming off on your home line to avoid your carrier's roaming fees.

Question 26

How do I avoid charges from my home carrier?

Accepted Answer

Set HelloSIM as the line for mobile data and turn Data Roaming off on your main line. Your main line can stay on for calls and texts, but your home carrier may still charge for calls you make or receive abroad — check your tariff.

Question 27

How do I check how much data I have left?

Accepted Answer

Sign in to your HelloSIM account or the app and open My eSIMs to see your plan's data. Your phone's own data counter for the HelloSIM line gives a handy real-time estimate. Usage in your account can take a little while to update.

Question 28

I'm visiting several countries — do I need several eSIMs?

Accepted Answer

Not necessarily. Regional plans such as Europe, Asia Pacific or Latin America cover many countries with one eSIM. Check the list of countries on the plan page before you buy.

Question 29

Do you support 5G?

Accepted Answer

Yes, in destinations where our partner networks offer 5G and your phone supports it; elsewhere you'll use fast 4G/LTE. Each destination page shows its networks.

Question 30

Why is my data slower than at home?

Accepted Answer

Speed depends on the local network, how busy it is and the signal where you are. Try moving to an open area, switching airplane mode on and off, or choosing another network manually in your settings.

Question 31

How much data do I need?

Accepted Answer

It depends on your trip. Light use (maps, messaging) is about 1 GB per week; regular use (social, browsing) 3–5 GB; heavy use (video, hotspot) 10 GB or more. Try our Data Calculator for an estimate.

Question 32

Should I choose a country plan or a regional plan?

Accepted Answer

If you're visiting one country, a country plan is usually the best fit. If your trip crosses borders — a tour of Europe or backpacking in Southeast Asia — a regional plan keeps you connected everywhere with one eSIM.

Question 33

Do you offer unlimited data?

Accepted Answer

Selected destinations offer high-data and unlimited-style plans. Availability is shown on each destination's page.

Question 34

When does my plan's validity start?

Accepted Answer

Validity starts when the eSIM first connects to a network at your destination, not when you buy it — so you can purchase in advance with no rush.

Question 35

How early can I buy my eSIM?

Accepted Answer

Whenever you like. Validity starts only when the eSIM first connects to a network at your destination, so buying and installing days or weeks before your trip is fine.

Question 36

Can I top up if I run out of data?

Accepted Answer

Yes. Use Check / Top up — enter your eSIM (or sign in to pick it directly) and add more data without reinstalling anything.

Question 37

What happens when my data runs out or the plan ends?

Accepted Answer

The eSIM simply stops using data — there are no extra charges. If you still need data, top up the same eSIM with a new package; there's nothing to reinstall.

Question 38

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay through our secure Stripe checkout. You can also pay with cryptocurrency (Bitcoin, USDT and more) or with your HelloSIM wallet balance.

Question 39

Which currency will I be charged in?

Accepted Answer

Prices are charged in euros (EUR). You can show prices in other currencies such as USD, GBP or CHF for reference; your bank converts the payment automatically.

Question 40

Is it safe to pay on HelloSIM?

Accepted Answer

Yes. Card payments are processed by Stripe over an encrypted connection, and we never see or store your full card details. Apple Pay and Google Pay are supported too.

Question 41

What is the HelloSIM wallet?

Accepted Answer

Your wallet is a balance in your HelloSIM account that you can top up and use at checkout. It's the same balance on the website and in the app.

Question 42

Do you have discount codes?

Accepted Answer

From time to time we run promotions — when one is active you'll see it on the website, and you can enter a code at checkout. You can also earn wallet credit by inviting friends through our referral programme.

Question 43

Will I get a receipt?

Accepted Answer

Yes — a receipt and your eSIM QR code are emailed to you immediately after a successful payment.

Question 44

What is your refund policy?

Accepted Answer

All sales are final. Because eSIMs are digital and delivered instantly, once your eSIM is sent to your email it cannot be refunded — even if it has not been installed or used. The only exception is a verified technical fault we are unable to fix and on which no data has been used.

Question 45

My eSIM won't connect — what do I do?

Accepted Answer

Make sure Data Roaming is ON for the HelloSIM line, the line is selected for mobile data, and you've arrived at your destination. Toggle airplane mode or restart your phone. If it still fails, contact us via chat or WhatsApp.

Question 46

I didn't receive my QR code email.

Accepted Answer

Check your spam or promotions folder first. If you have an account, your eSIM and QR code are also in My eSIMs. Still nothing? Contact us with the email address you used at checkout and we'll send it again.

Question 47

My phone says the eSIM can’t be added.

Accepted Answer

This usually means the QR code was already used or the phone lost its connection during installation. Check whether the eSIM already appears in your mobile settings. If not, make sure the phone is unlocked and on Wi-Fi, then contact support with your order number.

Question 48

Do I need to change the APN settings?

Accepted Answer

Almost never — the APN is set automatically. If you have signal but no data after turning on Data Roaming and restarting your phone, contact support and we'll check the settings with you.

Question 49

How do I contact support?

Accepted Answer

Message us on WhatsApp, use the contact form, or email support@hellosim.net — we answer emails within 24 hours. In the HelloSIM app you can also chat with us.

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