FAQs eSIM _______________________________________________________________________________________________ ABOUT eSIM What is an eSIM? An eSIM is a digital SIM that is embedded in your device and allows you to activate a plan without having to use a physical SIM. It works in the same way a physical SIM does but simpler. You don’t have to install the SIM in your device, it’s already there! Simply purchase your plan, scan the QR code that will be uploaded to your My Account page on our website, and you’re ready to use it. What are the benefits of eSIM? An eSIM is a virtual SIM card that gives you a secondary line on your device. Sync your device instantly with a virtual eSIM and switch between two SIMs on one device. There is no physical SIM, no stores, no delivery. Simply scan the QR code that will be uploaded to your My Account page on our website and you’re ready to go! Why should I get an eSIM? An eSIM allows you to switch between lines on one device. An eSIM can be connected to any device of your choice. Easily activate your eSIM by scanning the QR code. How do I purchase an eSIM data plan? To purchase an eSIM data plan, go to our eSIM page, choose the plan of your choice for your location or destination, simply click on ‘Buy Now’, enter your information in order to register on our site, enter your credit card details and click ‘Purchase’. Once your purchase has been successful, your QR will be uploaded to your My Account page on our website. Follow the instructions in our Installation Guide to successfully install your eSIM. Which devices support eSIM? The list below can change as more eSIM-compatible devices are released into the market. Please ensure that your device is eSIM compatible* and carrier unlocked before you purchase an eSIM. As of February 2021, the following devices below are eSIM compatible: iOS • iPhone 11 • iPhone 11 Pro • iPhone 11 Pro Max • iPhone 12 • iPhone 12 Mini • iPhone 12 Pro • iPhone 12 Pro Max • iPhone XS • iPhone XS Max • iPhone XR • iPhone SE (2020) • iPad Air (4th generation) • iPad Air (3rd generation) • iPad Pro 12.9-inch (4th generation) • iPad Pro 12.9-inch (3rd generation) • iPad Pro 11-inch (2nd generation) • iPad Pro 11-inch (1st generation) • iPad (8th generation) • iPad (7th generation) • iPad Mini (5th generation) Android • Samsung Galaxy Fold • Samsung Galaxy S21 Ultra 5G • Samsung Galaxy S21 5G • Samsung Galaxy S21 + 5G • Samsung Galaxy S20 • Samsung Galaxy S20+ • Samsung Galaxy S20 Ultra • Samsung Galaxy Z Flip • Samsung Note S20+ • Samsung Note S20 • Nuu Mobile X5 • Google Pixel 3 & 3 XL • Google Pixel 3a & 3a XL • Google Pixel 4, 4a & 4 XL • Google Pixel 5 • Gemini PDA • Motorola Razr 2019 • Huawei P40 • Huawei P40 Pro • Huawei Y7 Pro 2019 Windows 10 • ACER Swift 3 • ACER Swift 7 • ASUS Mini Transformer T103HAF • ASUS NovaGo TP370QL • ASUS Vivobook Flip 14 TP401NA • Dell Latitude 9510 • Dell Latitude 7410 • Dell Latitude 7310 • Dell Latitude 9410 • Dell Latitude 7210 2-in-1 • HP Elitebook G5 • HP Probook G5 • HP Zbook G5 • HP Spectre Folio 13 • Lenovo Yoga C630 • Lenovo Miix 630 • Lenovo Yoga 520 • Lenovo Yoga 720 convertible laptops • Samsung Galaxy Book 2 • Surface Go 2 • Surface Pro X • Surface Pro 5 LTE Advanced *There may be restrictions to device compatibility depending on the country of origin or carrier as below: • iPhone series: eSIM on iPhone 12, iPhone 12 Pro, iPhone 12 Pro Max, iPhone 11 series, iPhone XS Max and XR are not offered in China mainland, Hong Kong, and Macao. On the other hand, iPhone 12 mini, iPhone SE (2nd generation), and iPhone XS purchased in Hong Kong and Macao feature eSIM. • Pixel series: Only Pixel 2 devices that come with Google Fi service work with eSIM. Pixel 3 bought in Australia, Taiwan, and Japan are not eSIM compatible. Pixel 3 devices bought with service from any US or Canadian carriers other than Sprint and Google Fi don’t work with eSIM. Pixel 3a that is bought in South East Asia and with Verizon service is not eSIM compatible as well. • Samsung series: Samsung S20 series, Samsung Galaxy S21 5G series and Samsung Galaxy Z Flip 5G that originate from the US, Samsung Note 20 Ultra and Samsung Galaxy Z Fold 2 originated from the USA and Hong Kong are not eSIM compatible. GETTING STARTED WITH eSIM Install eSIM on Samsung Galaxy S20 / S20+ / S20 Ultra / S21 / S21+ Follow this guideline on how to install an eSIM on your Samsung Galaxy S20 / S20+ / S20 Ultra. Before starting the installation process of your eSIM, please ensure you are connected to the Internet either using your mobile data or Wi-Fi network. Also, make sure you have the QR Code open on another device so that you can scan it. Option 1: By scanning the QR Code 1. Go to Settings > Connections 2. Tap on SIM Card Manager 3. Select Add Mobile Plan 4. Select Scan Carrier QR Code 5. Position the QR code within the guided lines to scan it and enter the confirmation code if prompted 6. Once the eSIM plan has been detected, tap on Add 7. When your plan has been registered, select OK to turn on the plan 8. Once you have activated your eSIM, you can view it in SIM Card Manager 9. Turn on eSIM under Mobile Network 10. Enable Mobile Data 11. Enable Data Roaming (Please turn off your primary line to avoid roaming charges from your carrier provider when overseas) 12. Set up and APN (access point name) on your device if required. If the APN settings are required for our eSIM, you can find the APN details in the eSIM installation details Option 2: By adding the details manually 1. Go to Settings > Connections 2. Tap on SIM Card Manager 3. Select Add Mobile Plan 4. Select Scan Carrier QR Code 5. Select Enter code instead 6. Go to the Manual Installation instructions in your welcome email or by logging in to your account on our website to find the information below: 7. Insert the manual installation information (SM-DP+Address) from your eSIM installation page and tap on Connect 8. Turn on eSIM under Mobile Network 9. Enable Mobile Data 10. Enable Data Roaming (Please turn off your primary line to avoid roaming charges from your carrier provider when overseas) 11. Set up and APN (access point name) on your device if required. If the APN settings are required for our eSIM, you can find the APN details in the eSIM installation details Where can I find my eSIM Manual Installation Details? On our website: 1. Log in to your account 2. Go to your eSIM and click on Details 3. Under Install eSIM on your Phone, click on Manual Installation 4. You will be provided with the below installation details: SM-DP+Address Activation Code Confirmation Code (if available) 5. Follow the instructions listed for installation Why do I need to upload my passport photo and details? eKYC is a paperless KYC authentication process where the identity and address of the subscriber is verified electronically. Certain countries require customers to complete a Know Your Customer (KYC) process before activating a new telecommunication service. If an eSIM requires an eKYC process, it will be stated in the More Details page of the plan. When does my eSIM Data Package expire? Each data package has its own validity period, for example 1 day, 7 days, 30 days, etc. The validity period starts when an eSIM is connected to an allowed network. The validity period of your data package can expire early if you consume your data balance before the end of the validity period. How do I change my APN settings? The APN is the device’s Access Point Name, and you may need to customize your device’s APN settings in order to connect to a network with certain eSIMs. If the APN settings are required for your eSIM, you can find the APN details in the eSIM Installation details. Please follow these easy steps to set up an APN: iOS Devices: 1. Go to Settings on your device 2. Go to Cellular/Mobile Data 3. Select your eSIM under Cellular/Mobile Data Plans 4. Go to Cellular/Mobile Data Network 5. Type the new APN settings in the Cellular/Mobile Data APN field as written in the eSIM installation details (all lowercase, all one word) 6. You can leave other fields blank *globaldata is an example. Please note different eSIMs may require different types of APN. You can learn your eSIM’s APN by going to the Manual or QR Installation page in your account. In case the APN is not available, it means that the eSIM’s APN is automatically configured. On Android Devices: 1. Go to Settings on your device 2. Go to the Network & Internet section 3. Go to Mobile Networks 4. Go to Access Point Names 5. Type the new APN settings as written in the eSIM installation details (all lower case, all one word) *globaldata is an example. The correct APN settings will be shared with you on your eSIM installation page. 6. You can leave the other fields blank When can I install my eSIM? You can install your eSIM any time after you purchase it. It will be activated, and the validity will begin as soon as your device is connected to an allowed network. Please note that certain eSIMs activate upon installation. If this is the case, it will be stated in the Additional Info section on the More Details page of the plan.