Travel eSIM questions

It will if your phone supports eSIM and isn't locked to a carrier.

Quick test

Dial *#06#. If a 32-digit number labelled EID appears, your phone supports eSIM.

Or check settings

• iPhone: Settings › Mobile Service. Look for "Add eSIM".
• Samsung: Settings › Connections › SIM manager. Look for "Add eSIM".
• Pixel: Settings › Network & internet › SIMs. Look for "Download a SIM instead?".

Supported phones

iPhone

XS and XR (2018) and newer, including SE (2nd gen, 2020) and later

Samsung

Galaxy S20 (2020) and newer, all Z Flip and Z Fold

Google

Pixel 3 (2018) and newer

Other

Use the quick test above

See the full list of compatible phones →

Exceptions

• Some iPhones sold in mainland China, Hong Kong and Macao don't support eSIM.
• Some Samsung models sold in the US, South Korea, China, Hong Kong and Taiwan don't support eSIM. Older FE models (S20 FE, S21 FE) don't support eSIM.

Phones bought outright are usually unlocked. Phones bought on a plan may be locked to that carrier.

• iPhone: Settings › General › About. "Carrier Lock: No SIM restrictions" means it is unlocked.
• Android: ask your carrier.

Most plans are data only. Use WhatsApp, iMessage or FaceTime over data. Where a plan includes calls or texts, the plan page says so.

Most travellers use about 1GB a day with maps, messaging and some social media, so 10GB covers a week. Just maps and messages? 3GB is enough for a week. Streaming or a laptop hotspot? Pick 50GB or unlimited. See how much data each app uses.

Yes. The travel eSIM is added next to your usual SIM, so your Australian number stays on your phone and you can still get texts, like bank codes. Keep data roaming off on your usual SIM so your carrier doesn't charge you.

Usually the eSIM. Roaming packs from Australian carriers are mostly charged by the day. A travel eSIM is one price for the whole trip, and your usual SIM stays on your phone.

Not in mainland China. China blocks Google, WhatsApp, Instagram, Facebook and YouTube, and our China plans use Chinese networks, so these apps won't work there. WeChat and Alipay work as normal, so set up WeChat before you fly. Hong Kong and Macau aren't affected.

Each plan page lists its networks. Your phone connects to the best one available.

Most plans: on Wi-Fi before you fly. They start when you arrive. A few plans start the moment they're installed, so install those after landing. Your delivery email says which applies.

Connect to Wi-Fi first. Use the install button in your delivery email, or scan the QR code shown on another screen. It can't be scanned from the phone it's on.

iPhone

1. Settings › Mobile Service › Add eSIM › Use QR Code.
2. Scan the code, then label the new line "Travel".
3. Choose "Travel" for Mobile Data and turn on its Data Roaming.

Samsung

1. Settings › Connections › SIM manager › Add eSIM.
2. Tap "Scan QR code from service provider" and scan.
3. Set the eSIM for mobile data and turn on data roaming for it.

Pixel

1. Settings › Network & internet › SIMs › Add SIM.
2. Tap "Download a SIM instead?" and scan.
3. Set the eSIM for mobile data and turn on roaming for it.

No camera handy? Your delivery email also has codes to enter by hand.

120-day expiry from purchase. Add it to your phone before then. The exact date is in your delivery email.

No. Each eSIM works on one phone only. One order can include several eSIMs.

It usually arrives within a few minutes. Check your junk or spam folder, then contact [email protected] with your order number.

It may not install again, so keep it on your phone until your trip is over. Deleted it by mistake? Contact us and we'll check.

Most plans start when the eSIM first connects in your destination. A few start on install, or when you dial a code after landing. Your delivery email explains yours.

Check your phone's mobile data settings for the eSIM line. It shows the data used so far.

Reset that counter before you fly, so it only counts this trip.

Yes, turn it on for the travel eSIM only. There's no extra charge. Keep roaming off on your usual SIM.

1. The travel eSIM is on and chosen for mobile data.
2. Data roaming is on for the eSIM.
3. Turn airplane mode on and off, or restart the phone.
4. Pick a listed network manually in the eSIM's network settings.

Still not working? Reply to your delivery email.

Daily plans include a set amount of high-speed data each day. Once it's used, you stay connected at reduced speed until it resets the next day. The plan page shows the speed where the network gives it. Unlimited plans run at the speed shown on the plan page for the whole trip.

You connect to a local network, but like most travel eSIMs, your data goes out to the internet through a hub in another country. Websites see the hub's location, not yours.

You may see another language, local ads or foreign prices at first. Streaming and banking apps that only work in one country may not play, such as BBC iPlayer on a UK eSIM. Maps, messaging, email and most apps work as normal.

No. You can buy and install a new plan at any time.

Yes, if the eSIM hasn't been installed: a full refund within 30 days of purchase, or full store credit after that, up to the expiration date. Installed eSIMs aren't refundable for change of mind.

Full refund policy for travel eSIMs

Contact us while you're still travelling. We'll troubleshoot first. If it can't be fixed, you choose a replacement eSIM or a full refund.

Full refund policy for travel eSIMs