How can we help?

You need an eSIM-capable, carrier-unlocked phone. That means iPhone XS or later, Google Pixel 3 or later, and most recent Samsung Galaxy S and Note models. If your phone came from a carrier on contract, check with them that it is unlocked — a locked phone will reject the eSIM even though everything else is correct.

To check the phone itself, dial *#06#: an EID in the result means it supports eSIM. Some Android phones only show the EID in Settings › About phone › SIM status.

See every compatible device.

Yes. These travel eSIMs install alongside your existing SIM, so your usual number stays active for calls and texts.

• Set the travel eSIM as your mobile data line.
• Keep your primary SIM for your usual calls and texts.
• Turn off data roaming on your primary SIM to avoid roaming data charges on that line.

Some travel plans also include calls or SMS; check the selected plan’s details.

No. The eSIM is added as a second line. Nothing is removed and nothing is overwritten.

Most plans must be installed or activated within a set time after purchase, or they expire unused. The limit varies by plan, so check the supplier’s notes in your selected plan’s details before buying well ahead of your trip.

No. You pay, and the QR code plus setup guide arrive by email. To come back later, use Manage my eSIM with the email you paid with and your order number.

Before you travel, while you are on Wi-Fi. Installing needs an internet connection, and the problem people run into is leaving it until they land, when they need internet to install and have none.

• Check the activation policy in your selected plan’s details to decide how early. Some plans start counting at purchase or installation; others when the eSIM first connects to a network or uses data.
• Starts on connection or first use: install a few days ahead, then switch to it when you land.
• Starts at installation: install shortly before you leave, still on Wi-Fi, so you do not lose days.

Use the manual details instead. Every install screen offers an "Enter details manually" option that takes the SM-DP+ address and activation code shown with your order. That path works even when the camera struggles.

No. An eSIM profile can only be installed once.

Important: If you delete it from your phone it cannot be reinstalled, so do not remove it until the plan is finished.

Check these four things:

• Make sure the travel eSIM line itself is switched on (on iPhone, "Turn On This Line").
• Select the travel eSIM as your mobile data line.
• Switch on Data Roaming for the travel eSIM.
• Make sure you are at a destination covered by your plan. The plan only connects in its covered countries.

The eSIM may already be installed. This error can appear when you install before reaching your destination or on a weak connection, even though the eSIM was added. Before trying again, go to Settings > Cellular (or Mobile Data) and look for a new line. If it is there, you do not need to install it again.

Important: Do not delete it and reinstall to “fix” the error — an eSIM can only be installed once.

This is normal before you arrive. On plans that connect at the destination, the line stays in "Activating…" until your phone reaches a network the plan covers, and then it becomes active on its own. You do not need to reinstall it.

Phones keep every eSIM you have installed, so older travel eSIMs pile up in the list. The newest one is usually at the bottom. Pick that line for mobile data and Data Roaming. To keep things simple, remove eSIMs from trips that have finished before you install a new one.

Important: Never remove an eSIM whose plan you still need — it cannot be reinstalled.

On iPhone:

• Go to Settings > Cellular (or Mobile Data).
• Tap the eSIM you want to remove.
• Tap Delete eSIM and confirm.
• If it still appears in the list, tap it again and follow the prompt to finish removing it.

Important: A removed eSIM cannot be reinstalled, so only delete ones whose plans have finished.

It depends on the plan. Validity can start at purchase, eSIM installation, connection to a network, or first data usage. Check the activation policy in the selected plan’s details before purchase, especially if you are buying ahead of your trip.

The connection stops rather than billing you for overage. If the plan supports top-ups you can add more data from your eSIM page, and it loads onto the same eSIM — no new QR code, no reinstall.

Yes, on the plans that list hotspot as allowed. Bear in mind that tethering consumes data quickly, especially if a laptop starts downloading updates.

Usage is reported by the mobile network, not by us, and it can lag several minutes behind what you have actually used. Treat it as a close estimate rather than a live meter.

Yes. You can buy up to 5 eSIMs per checkout, each with its own QR code. For larger orders, email support@averoam.com with your company or group name, destinations, estimated quantity and travel dates. You can also contact us to discuss a business partnership.

Business & partnerships.

They identify different things:

• Order reference (beginning NM-): identifies your Averoam order. It is shown on your receipt and in the delivery email when we send it. Quote it for anything about your order or payment.
• eSIM order ID (for example THEE-24023549): some eSIMs also carry an ID from the network provider. It appears on your Manage my eSIM page and in any email the network provider sends. Quote it for connectivity questions.

The Manage my eSIM form accepts either.

The email comes from Averoam or our eSIM network partner. Check your spam or promotions folder first. If it is not there, use Manage my eSIM with the email address you paid with and your order number, which gives you the same QR code and setup details. Lost your order number or the email? If Email me my eSIM links is shown on that page, enter the email you paid with and we email you a link to each eSIM page.

Manage my eSIM.

Card, Apple Pay, Google Pay and the local payment methods shown at checkout. Payment is handled entirely by Stripe — card details never reach our servers.

No. eSIMs are non-refundable once issued, and issuing happens automatically the moment your payment succeeds — the profile is generated and assigned to you, and it cannot be returned or resold even if you never install it. Please check your phone is eSIM-capable and carrier-unlocked before buying. If an eSIM was never issued because something failed on our side, you are refunded in full automatically; contact support@averoam.com with your payment reference if you think that applies to you.

A missing email does not necessarily mean your eSIM was not issued. Check your spam folder and use Manage my eSIM with your payment email and order reference. If you still cannot find it, email support@averoam.com with your payment reference beginning NM- so we can check delivery and issuance. If payment succeeded but no eSIM was issued because of a failure on our side, we refund you in full automatically.