Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM that allows you to activate a cellular plan without a physical SIM card. It's built into most modern smartphones and can be activated by scanning a QR code.

Question 2

How long does it take to activate an eSIM?

Accepted Answer

eSIM activation is nearly instant. After scanning the QR code, your eSIM will be ready to use within 1-5 minutes. We recommend installing your eSIM before you travel so it's ready when you arrive.

Question 3

Can I use my eSIM and physical SIM at the same time?

Accepted Answer

Yes! Most modern devices support dual SIM (one physical + one eSIM). You can keep your regular number on your physical SIM for calls and texts while using your eSimHero eSIM for data.

Question 4

What happens when my data runs out?

Accepted Answer

When your data is used up, your internet connection will stop. You can purchase a new plan at any time through our website. There are no overage charges — you'll never be billed for more than you purchased.

Question 5

Do I need to unlock my phone to use an eSIM?

Accepted Answer

In most cases, yes. Your phone needs to be carrier-unlocked to use an eSIM from eSimHero. If you purchased your phone outright or it's out of contract, it's likely already unlocked. Contact your carrier if unsure.

Question 6

Can I share my eSIM data with other devices?

Accepted Answer

Yes, you can use your phone's hotspot feature to share your eSIM data with other devices like laptops and tablets. Note that hotspot usage consumes data from your plan.

Question 7

What if I can't scan the QR code?

Accepted Answer

If you can't scan the QR code, you can enter the installation details manually. Go to your device's eSIM settings and choose 'Enter Details Manually'. The SM-DP+ address and activation code are included in your purchase confirmation email.

Question 8

Is my data plan renewable?

Accepted Answer

Our plans are one-time purchases with a set validity period. When your plan expires or data runs out, simply purchase a new one. We don't auto-renew or charge recurring fees.

Question 9

What payment methods do you accept?

Accepted Answer

We accept PayPal (which supports your PayPal balance, linked bank accounts, and linked credit/debit cards). You can also pay using your eSimHero wallet balance if you've topped it up. No account is needed — guest checkout is available via PayPal.

Question 10

Can I get a refund on my eSIM?

Accepted Answer

Yes, as long as the eSIM hasn't been activated, installed, or used. You can request a refund directly from the My eSIMs page in your account. Refunds are processed immediately — PayPal purchases are refunded to PayPal, and wallet purchases are refunded to your wallet.

Question 11

What currencies do you support?

Accepted Answer

We support USD, GBP, and EUR. Your default currency is based on your language setting, but you can change it at any time. If you have a wallet, it will use the currency set when it was first created.

Question 12

Do you need an account to buy an eSIM?

Accepted Answer

No! You can check out as a guest by entering your email address and paying via PayPal. Your QR code and eSIM details will be sent to the email you provide. You can create an account later if you'd like to manage your eSIMs from a dashboard.

Question 13

Is there a discount for buying multiple eSIMs?

Accepted Answer

Yes! We offer automatic bulk discounts when you buy multiple eSIMs in a single order. The more you buy, the bigger the percentage discount. You can also combine bulk discounts with a promo code for even more savings.

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