Help
By SimSIM
By SimSIM
Frequently asked questions
Find answers to common SimSIM questions below. If you need more help, open the Help Center from Account and contact support with your order number. General What is SimSIM? SimSIM is a travel eSIM service. You buy a plan in the app and use the eSIM for mobile data while you travel. Does SimSIM include calls and SMS? SimSIM plans provide mobile data. Regular voice calls and SMS are not included, but internet calling and messaging apps can work over the data connection. Is SimSIM a physical SIM card? No. SimSIM is a digital eSIM profile that is installed on a compatible phone. Compatibility Will my phone work with SimSIM? Your phone must support eSIM and be unlocked from your carrier. Open a plan from Shop and continue to checkout. If the app confirms compatibility for your current device, a compatibility banner appears above the order details. Tap it to review the result and carrier-lock instructions. What does “carrier-unlocked” mean? An unlocked phone is not restricted to one mobile provider. On iPhone, check Settings → General → About → Network Provider Lock. On Android, check the mobile-network settings for an unlocked status. Installation and connection Do I need Wi-Fi to install an eSIM? You need Wi-Fi or another working internet connection. Install the eSIM from My eSIMs before your trip while you have a reliable connection. What should I do after installation? Set SimSIM as your mobile data line and enable data roaming for that line. Keep your regular SIM active if you still need it for calls or SMS. Why is my eSIM installed but not connecting? Confirm that the SimSIM line is turned on, selected for mobile data, and allowed to use data roaming. Then toggle airplane mode and restart the phone. Also confirm that your destination is included in the plan. Data, plans, and coverage Why has my usage not updated? Usage is reported by the network provider and may be delayed. Reopen the app and check the eSIM details again. If the delay continues, contact support with your order number. Can I top up every eSIM? Only eligible eSIMs support top-ups. Open the eSIM details screen and look for Top up data or Add data. Expired eSIMs cannot be topped up. Can I use one plan in several countries? Yes, when you buy a regional plan that includes all of your destinations. Check the plan's included-country list before paying. Can I use SimSIM Coins and a code together? No. SimSIM Coins and a discount or referral code cannot be combined on the same purchase. Account and policies Where do I change language, currency, or appearance? Open Account → Settings. There you can change the app language, currency, and light or dark appearance. Where can I find the legal policies? See Privacy and terms for links to the official SimSIM Privacy Policy and Terms of Service. How do I request a cancellation or refund? Eligibility depends on the official policy and the state of the eSIM. Read the Terms of Service before requesting a cancellation, and do not install or scan the eSIM while you are deciding.
Troubleshoot SimSIM
eSIM will not install - Confirm that you have Wi-Fi or another working connection. - Confirm that the phone supports eSIM and is carrier-unlocked. - Open the eSIM details screen and use Install eSIM or the QR/manual installation option. - Do not scan the same installation profile on multiple devices. eSIM is installed but has no data 1. Confirm that the SimSIM line is turned on. 2. Set SimSIM as the mobile data line. 3. Enable data roaming for SimSIM. 4. Toggle airplane mode, then restart the phone. 5. Confirm that your destination is included in the plan. Still no data? Select a network manually or check your APN settings. Data or top-up is not updating Usage information comes from the provider and may be delayed. Reopen the app and check again. If a top-up is still missing after the provider has had time to process it, contact support with your order number. ⚠️ Warning: Do not delete the eSIM while troubleshooting. A deleted profile may not be recoverable. If the issue continues, open the Help Center from Account and include your order number, phone model, operating system, and screenshots when contacting support.
eSIM APN settings on iPhone and Android
The APN (Access Point Name) tells your phone how to connect to mobile data. In most cases it's set automatically when you install the eSIM, so you don't need to touch it. Set it manually only when your eSIM shows signal but has no internet, or when support asks you to. Find your APN Open the SimSIM app, go to My eSIMs, and open your eSIM. The APN appears in the APN field on the eSIM details screen. Copy it exactly as shown. ℹ️ Info: Enter only the APN. Leave every other field — username, password, proxy, and so on — empty. Before you change the APN Run these checks first. They fix most connection problems without changing the APN: 1. The SimSIM line is turned on and selected as your mobile data line. 2. Data roaming is on for the SimSIM line. 3. You've restarted the phone, or turned airplane mode on and off. 📝 Note: Your eSIM won't be named "SimSIM" on your device — it appears under a local network's name. The eSIM you installed is always the last one in the line list. More details. Set the APN iPhone 1. Open the SimSIM line Go to Settings → Cellular and tap the SimSIM eSIM in the line list. 2. Open Cellular Data Network Tap Cellular Data Network. On some regions and iOS versions this is under Mobile Data → Mobile Data Options → Mobile Data Network. 3. Enter the APN Under Cellular Data, tap APN and enter the APN from the eSIM details screen in the app. Leave the username and password empty. 4. Go back and restart Go back to save. iOS saves the change automatically. Restart your iPhone, then check whether you have internet. 💡 Tip: Don't see Cellular Data Network? The provider has locked the APN and it's set automatically, so there's nothing to change. Try selecting a network manually or contact support. ⚠️ Warning: Updating iOS resets any APN you entered. If you lose data after an update, enter the APN again. Samsung 1. Open Access Point Names Go to Settings → Connections → Mobile networks → Access Point Names. 2. Choose the SimSIM line If you have more than one line, select the SimSIM eSIM using the tabs at the top of the screen. 3. Add a new APN Tap Add. In Name, type SimSIM. In APN, enter the APN from the eSIM details screen in the app. Leave the other fields as they are. 4. Save Tap ⋮ (More) → Save. 5. Select the new APN Back on the list, tap the circle next to SimSIM to make it active. Then turn airplane mode on and off, or restart the phone. 💡 Tip: To undo your change, open Access Point Names, tap ⋮ (More) → Reset to default, and restart the phone. Google Pixel 1. Open the SimSIM line Go to Settings → Network & internet → SIMs and tap the SimSIM eSIM. 2. Open Access point names Scroll down and tap Access point names. 3. Add a new APN Tap +. In Name, type SimSIM. In APN, enter the APN from the eSIM details screen in the app. Leave the other fields as they are. 4. Save and select it Tap ⋮ → Save, then tap the circle next to SimSIM to make it active. Restart the phone. 💡 Tip: To undo your change, open Access point names, tap ⋮ → Reset to default, and restart the phone. 📝 Note: Menu names vary between Android manufacturers. On other devices, look for Access Point Names or APN under Mobile network, SIM cards, or Connections. Still no internet? - Make sure you're at a destination included in your plan. - Try selecting a network manually — your phone may be connected to a network your plan doesn't use. - See Troubleshooting for more checks. If nothing works, contact support from Account → Help Center and include your order number, phone model, and a screenshot of your APN screen.
Select an eSIM network manually on iPhone and Android
Your phone normally picks a network automatically. Sometimes it picks one your plan doesn't use, so you see signal but have no internet, or the connection keeps dropping. Choosing the network yourself fixes this. When to select a network manually - The eSIM shows signal but there's no internet. - The eSIM shows No Service even though you're at a destination in your plan. - Data is very slow, or the phone keeps switching between networks. Find the right network Open the SimSIM app, go to My eSIMs, and open your eSIM. The eSIM details screen shows the network your plan uses at your destination. Note this name before you start. 📝 Note: Do this only after you arrive. Your phone can list only the networks available where you are right now. Select a network iPhone 1. Open the SimSIM line Go to Settings → Cellular and tap the SimSIM eSIM in the line list. Don't change this setting on your primary line. 2. Open Network Selection Tap Network Selection. 3. Turn off Automatic Turn off Automatic. Wait while your iPhone searches for networks. This can take up to two minutes. 4. Choose the network Tap the network shown in the SimSIM app. Wait for the check mark and for the signal to appear in the status bar. 💡 Tip: Don't see Network Selection? Make sure you opened the SimSIM eSIM, not your primary line. If the option still doesn't appear, the network has disabled manual selection — contact support. Samsung 1. Open Network operators Go to Settings → Connections → Mobile networks → Network operators. 2. Choose the SimSIM line If you have more than one line, select the SimSIM eSIM using the tabs at the top of the screen. 3. Turn off Select automatically Turn off Select automatically. Wait while the phone searches for networks. 4. Choose the network Tap the network shown in the SimSIM app. Wait until the phone confirms that it's registered on the network. 💡 Tip: If Select automatically is grayed out, turn on mobile data for the SimSIM line and try again. Google Pixel 1. Open the SimSIM line Go to Settings → Network & internet → SIMs and tap the SimSIM eSIM. 2. Turn off automatic selection Scroll down and turn off Automatically select network. Wait while the phone searches for networks. 3. Choose the network Tap the network shown in the SimSIM app. Wait until the phone shows it's connected. 📝 Note: Menu names vary between Android manufacturers. On other devices, look for Network operators, Carrier, or Choose network under Mobile network or SIM cards. Network names in the list The list may show the same network more than once, or show it under a slightly different name or a number code — for example, 208 01 instead of the network name. If one entry doesn't connect, try another entry for the same network, then try the other partner networks listed in the app. Turn automatic selection back on ⚠️ Warning: A manually selected network stays selected even when it's out of range. Turn automatic selection back on before you cross a border, and when you return home — otherwise you'll have no service. To switch back, open the same screen and turn on Automatic (iPhone), Select automatically (Samsung), or Automatically select network (Pixel). This matters most on regional plans that cover several countries. Still no internet? - Confirm that data roaming is on for the SimSIM line. - Check your APN settings. - See Troubleshooting for more checks. If nothing works, contact support from Account → Help Center and include your order number, phone model, and a screenshot of the network list.
Cancellations and refunds
Cancellation and refund eligibility depends on the official SimSIM Terms of Service and the state of the eSIM profile. Read the current Terms of Service before making a request. If you need help, open the Help Center from the SimSIM app and include your order number. ⚠️ Warning: Do not install or scan an eSIM while you are deciding whether to request a cancellation. The official policy determines whether a request is eligible.
Privacy and terms
The official website contains the current legal documents: - Privacy Policy - Terms of Service Use those documents for the current rules about data handling, account deletion, SimSIM Coins, purchases, cancellations, and refunds.