HELP CENTRE
Stuck? Sorted.
Quick fixes for installing, connecting, top-ups and refunds. Most problems take two taps and a restart.
- Before you buy
- Installing
- On arrival and not working
- Top-ups and usage
- Payments and refunds
- Account and orders
Before you buy
- Will my phone work with an eSIM?It needs to support eSIM and be carrier-unlocked. Most phones from 2019 onwards do. Check in 10 seconds.
- Do I get a phone number? (Data only)No. kimsim is data only. WhatsApp, iMessage and FaceTime keep working on your usual number over data.
- Calls and texts (and keeping your number)kimsim is data only, with no calls or SMS. Keep your home SIM on for calls and texts, at your home carrier's rates.
- Will WhatsApp and iMessage keep working?Yes. They stay on your usual number and run over kimsim data. There's nothing to re-verify.
- Which plan size do I need?A rough guide to data packs versus Unlimited and Day Pass, and what to do if you picked too small or too big.
- What "Unlimited" and "Day Pass" meanA daily full-speed allowance, then a slower speed until the next day. Every plan shows its after-cap speed before you pay.
- When does my plan start?When the eSIM first connects at your destination. Not when you buy or install it.
- Visiting more than one country?A regional plan covers several countries on one eSIM. Check every country on your trip is on its list before you buy.
- Using kimsim in ChinaMost China plans send your data out through Hong Kong. Apps may think you're there. We can't promise any particular app works.
- Will I get 5G?Only if the plan lists 5G, your phone supports it and there's 5G where you are. Otherwise you get 4G.
- Can I use my phone as a hotspot?We can't confirm hotspot for every network, so check it before you rely on it. It uses your plan's data like anything else.
Installing
- Install your eSIM on an iPhoneOne tap on iOS 17.4 or later, or scan the QR code. Do it on Wi-Fi before you fly.
- Install your eSIM on a Samsung GalaxySIM manager, Add eSIM, scan the QR code from another screen. Do it on Wi-Fi before you fly.
- Install your eSIM on a Google PixelNetwork & internet, SIMs, add an eSIM and scan the QR code from another screen. Do it on Wi-Fi before you fly.
- Install your eSIM on other Android phonesFor Android phones other than Samsung and Pixel. Scan the QR code from another screen, or type the codes in by hand.
- Turn on Data Roaming (and why it matters)The number one reason an eSIM doesn't connect abroad. Switch roaming on for the kimsim line, and only that line.
- Choose the eSIM for Mobile DataTell your phone to use kimsim for data, while your home number keeps working for calls and texts.
- My iPhone calls it "Business" or "Travel". Is that kimsim?Yes. iPhone gives new eSIMs a generic label. Here's how to rename it.
- The QR code is on the phone I'm installing onYou can't scan your own screen. Use the one-tap Install on iPhone button, or type the codes in by hand.
- Do I need Wi-Fi to install?You need an internet connection to download the eSIM. Do it on Wi-Fi at home, before you fly.
- I deleted my eSIM by mistakeA deleted eSIM can't be downloaded again. Talk to us with your order number and we'll check what's possible.
- I installed it on the wrong phoneAn eSIM stays on the phone it was installed on and can't be moved. Here's what you can do.
- New phone, or my phone was lost or stoleneSIMs can't be moved to a new phone. Here's what we can and can't do.
On arrival and not working
- The install froze, or the Mobile Data option disappearedThe eSIM is almost always installed fine. Don't delete it. Restart the phone, then switch on Data Roaming.
- It says the eSIM can't be added againGood news, in disguise. The eSIM is already on your phone. Here's how to switch it on.
- No signal or no internet when I landRoaming switch, mobile data line, a restart, Airplane Mode. In that order, it fixes most cases.
- Airplane Mode on the plane and when you landKeep Airplane Mode on while flying. When you land, switch it off and give the phone a couple of minutes.
- I have signal bars but no internetBars mean the eSIM found a network. No data usually means roaming, the mobile data line or the APN.
- Set the APNIf you have bars but no data, your phone may need the APN. It's shown in My eSIMs.
- Choose a network by handUsually automatic is best. If you've no signal or a weak network, pick another one from your plan's list.
- My data is slowCheck whether you've used today's full-speed allowance, then try a quick network refresh.
- My plan started before I arrivedA plan starts the first time the eSIM connects to a network it covers. That can happen on a stop-over.
- Why does an app think I'm in another country?Many travel eSIMs route data through a hub in another country. Some apps read that location. It's normal.
- Can I use a VPN?Yes, a VPN runs over kimsim data like any connection. If data isn't working, switch the VPN off first.
Top-ups and usage
- Top up your eSIMIn My eSIMs, tap Top up. The data lands on the same eSIM, so there's nothing to reinstall.
- Check your data and days leftMy eSIMs shows the data left and days remaining. Usage comes from the network every 2 to 3 hours.
- My data is going faster than expectedBackground apps, photo backups and video are the usual culprits. Here's how to slow them down.
- My top-up hasn't appearedTop-ups land on the same eSIM. Usage shown in My eSIMs can lag 2 to 3 hours, and daily plans get extra days, not more data per day.
- My plan ended earlyDays count from the eSIM's first connection, and data packs stop when the data runs out. We can check the times with the network.
- Delete the eSIM after your tripOnly when the trip is over and you're sure you're done. A deleted eSIM can't be added back.
Payments and refunds
- RefundsUnused eSIMs refund from My eSIMs. And if your eSIM can't be activated and we can't get it working, you get a full refund.
- A charge I don't recogniseOur charges show on your statement as KIMSIM. Here's how to find the order behind one.
- Bank fees and currency conversionWe charge in US dollars. If your card is in another currency, your bank may add a conversion or foreign transaction fee.
- I think I was charged twiceA second "pending" amount from a payment that didn't go through usually drops off by itself. Check Order history to be sure.
- My trip was cancelled or postponedAn eSIM that hasn't been installed can be refunded. Postponed? You have up to 180 days to install it.
- I bought the wrong country or planDon't install it. An eSIM that hasn't been installed can be refunded, then you can buy the right one.
Account and orders
- Sign in and find your eSIMNo passwords. Sign in with the email you paid with, Apple or Google. Your eSIMs are in My eSIMs.
- I didn't get the eSIM emailCheck spam for kimsim. Your eSIM is in My eSIMs too, so you don't need the email to install it.
- My sign-in code isn't arrivingIt usually arrives within a minute or two. Check spam, use the email you paid with, and use the newest code.
- Change the email on my accountIn My eSIMs, under Your account, move everything to a new email with a 6-digit code.
- Find my order (no account needed)We make an account from your checkout email. Sign in with it to see every order and its order number.
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