Help & FAQ

A SIM built into your phone. Instead of putting in a plastic card, you download a travel data plan in a couple of minutes. Your normal SIM stays where it is.

When the eSIM first connects to a network at your destination, not when you buy or install it. You can install it up to 180 days ahead.

No. kimsim plans are data only. WhatsApp, iMessage, FaceTime and other apps keep working on your usual number over data. Your home SIM can still take normal calls and texts if you leave it on, at your home carrier's roaming rates.

Unlimited plans give you a daily allowance at full speed (for example 1 GB a day). After that you stay connected at 1 Mbps until the next day starts. That's enough for messages, maps and music, not HD video.

Day Pass plans work the same way but slow to a lower speed, such as 384 or 512 Kbps. Every plan shows its after-cap speed before you pay.

Many travel eSIMs send data through a hub in another country (each destination page shows where, under “Internet exit”). Some apps and streaming services read that location. It's normal.

On iOS 17.4 or later, open your install screen or email on the iPhone and tap Install on iPhone. On older versions, scan the QR code from another screen: Settings → Mobile Service → Add eSIM → Use QR Code.

Do it on Wi-Fi before you travel.

Settings → Network & internet (or Connections) → SIMs → Add eSIM → scan the QR code. If you can't scan, choose “Enter code manually” and paste the activation code from My eSIMs.

Turn on the kimsim line, choose it for mobile data, and turn on Data Roaming for it. That's the most common fix when it doesn't connect straight away.

No. Each eSIM installs once. Don't delete it from your phone until the trip is over.

On the install screen right after you pay, in the email we send, and any time in My eSIMs.

No. Pay with Apple Pay, Google Pay or card. We create your account from the checkout email and send you a sign-in link with your eSIM.

With Apple, with Google, or with the email you paid with (we send a link and a 6-digit code). There are no passwords. If you sign in with Apple or Google using the same email you paid with, your eSIMs are already there.

Apple gave us a private relay address, which is different from the email you paid with. Sign out, then choose “Continue with email” and use your checkout email.

In My eSIMs, tap Top up on the eSIM. The data is added to the same eSIM, so there's nothing to reinstall.

DRAFT POLICY If you haven't installed the eSIM, request a refund from My eSIMs → Order history and we refund the full price to your card. Once an eSIM is installed or has used data, it can't be refunded, because the network has already issued it.

If we couldn't deliver your eSIM, or it never connects because of a fault on our side, you get a full refund.

We approve requests by hand. Once approved, the money goes back to the card or wallet you paid with; banks usually show it within 5 to 10 working days.

If the eSIM isn't installed, request a refund from My eSIMs. Check your phone first on the compatibility page.