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Find answers to common SimSIM questions below. If you need more help, open the Help Center from Account and contact support with your order number.

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General

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What is SimSIM?

SimSIM is a travel eSIM service. You buy a plan in the app and use the eSIM for mobile data while you travel.

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Does SimSIM include calls and SMS?

SimSIM plans provide mobile data. Regular voice calls and SMS are not included, but internet calling and messaging apps can work over the data connection.

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Is SimSIM a physical SIM card?

No. SimSIM is a digital eSIM profile that is installed on a compatible phone.

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Compatibility

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Will my phone work with SimSIM?

Your phone must support eSIM and be unlocked from your carrier. Open a plan from Shop and continue to checkout. If the app confirms compatibility for your current device, a compatibility banner appears above the order details. Tap it to review the result and carrier-lock instructions.

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What does “carrier-unlocked” mean?

An unlocked phone is not restricted to one mobile provider. On iPhone, check Settings → General → About → Network Provider Lock. On Android, check the mobile-network settings for an unlocked status.

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Installation and connection

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Do I need Wi-Fi to install an eSIM?

You need Wi-Fi or another working internet connection. Install the eSIM from My eSIMs before your trip while you have a reliable connection.

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What should I do after installation?

Set SimSIM as your mobile data line and enable data roaming for that line. Keep your regular SIM active if you still need it for calls or SMS.

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Why is my eSIM installed but not connecting?

Confirm that the SimSIM line is turned on, selected for mobile data, and allowed to use data roaming. Then toggle airplane mode and restart the phone. Also confirm that your destination is included in the plan.

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Data, plans, and coverage

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Why has my usage not updated?

Usage is reported by the network provider and may be delayed. Reopen the app and check the eSIM details again. If the delay continues, contact support with your order number.

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Can I top up every eSIM?

Only eligible eSIMs support top-ups. Open the eSIM details screen and look for Top up data or Add data. Expired eSIMs cannot be topped up.

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Can I use one plan in several countries?

Yes, when you buy a regional plan that includes all of your destinations. Check the plan’s included-country list before paying.

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Can I use SimSIM Coins and a code together?

No. SimSIM Coins and a discount or referral code cannot be combined on the same purchase.

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Account and policies

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Where do I change language, currency, or appearance?

Open Account → Settings. There you can change the app language, currency, and light or dark appearance. See Privacy and terms for links to the official SimSIM Privacy Policy and Terms of Service.

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How do I request a cancellation or refund?

Eligibility depends on the official policy and the state of the eSIM. Read the Terms of Service before requesting a cancellation, and do not install or scan the eSIM while you are deciding.