Questions, answered

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.

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.

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.

Check the activation policy in your selected plan’s details before buying or installing.

• Some plans start at purchase or installation.
• Others start when you connect to a network or first use data.
• Installing requires internet access, so arrange a reliable connection when you are ready to install.

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

Check these three things:

• 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.

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 ID (for example THEE-24023549): identifies the eSIM and is issued by the network provider. Find it in your eSIM email and quote it when asking about connectivity.
• Payment reference (beginning NM-): identifies your payment to us. Quote it when asking about billing or receipts.

The Manage my eSIM form accepts either.

Check your spam 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.

Card, FPX online banking, and GrabPay. 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.

Then it was not issued, and you are not charged for it — we refund those automatically. If a payment left your account and no eSIM appeared, email support@averoam.com with your payment reference beginning NM- and we will resolve it.