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Data Roaming home

Open a support ticket

Choose a topic, describe your issue, and we'll get back to you by email from [email protected].

What do you need help with?

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Tell us your phone model and the step where it stopped.

We use these details only to answer your ticket. See our privacy policy.

Quick fixes

Fix common eSIM problems in a minute

Most problems are a setting. Try these steps first; if they don't help, open a ticket and tell us what you tried.

No internet after installing

  1. 1Make the travel eSIM your mobile data line (iPhone: Settings → Mobile Data; Android: Settings → Network & internet → SIMs).
  2. 2Turn on Data Roaming for the eSIM line.
  3. 3Restart your phone and give it a minute to find a network.
  4. 4Check that you're in a country your plan covers.

The QR code won't scan

  1. 1Connect to Wi-Fi first: installing an eSIM needs internet.
  2. 2Choose the option to enter details manually and use the details from your eSIM email.
  3. 3Check that your phone supports eSIM and isn't locked to a carrier.

Data is slow

  1. 1Check your plan's fair-use limit: speed can drop after the full-speed data is used.
  2. 2Move outdoors or near a window. Coverage is weaker indoors and underground.
  3. 3Turn off Low Data Mode or Data Saver for the eSIM line.
  4. 4Try choosing another network manually in your mobile network settings.

Hotspot isn't working

  1. 1Check that the plan page says hotspot is allowed.
  2. 2Make the travel eSIM your mobile data line, then turn on Personal Hotspot.
  3. 3If a device still won't connect, restart both devices.

Data ran out

  1. 1Your phone's mobile data settings show how much the eSIM has used.
  2. 2Top up if your plan supports it, or buy a new plan for the rest of your trip.

Calls and texts on your home number

  1. 1A travel eSIM gives you mobile data. Keep your home SIM switched on to receive calls and texts.
  2. 2Turn off data roaming on your home SIM so it can't use roaming data. How to turn it off
  3. 3Your home carrier may still charge for calls you make or receive abroad.

How support works

What happens after you send a ticket

  1. 1

    You get a ticket number

    It appears on screen as soon as you send the form. Mention it if you write to us again.

  2. 2

    We reply by email

    From [email protected]. We aim to reply within one working day; check your spam folder if you can't see it.

  3. 3

    We follow up until it's sorted

    If your eSIM can't be made to work, we'll explain your options under our refund policy.

Other ways to reach us

Not a support question?

Email

Write to us about anything. Include your order ID if your message is about an order.

[email protected]

Business & partnerships

Affiliate, press and partnership enquiries are welcome.

Email our team

Share your trip

Tell other travellers how your eSIM worked. We may publish your review with your first name and destination.

Support FAQ

Questions about support

Where do I find my order ID?

It's in the email with your eSIM details and starts with DR-. If you can't find it, tell us the email address you used to buy and we'll look it up.

I haven't received my eSIM email. What should I do?

Check your spam or promotions folder, and make sure the email address you entered was correct. Still nothing? Open a ticket with the topic Order & payment and we'll send it again.

Can I get a refund?

Yes, if your eSIM hasn't been installed and you ask within 30 days, or if it won't work and we can't fix it. Our refund policy has the details.

Can I install the eSIM again after deleting it?

Usually not, because most eSIMs can only be installed once. Contact us before you delete an eSIM you still need.

Can you help with charges from my own mobile carrier?

Our guides explain how roaming charges usually work, but only your carrier can see your bill or change a charge. Contact them directly about billing.

Do you offer phone or live chat support?

Not at the moment. Support is by support ticket and email at [email protected], so you have everything in writing.

Still need help?

Open a ticket and tell us your phone model, where you are and what you've tried. The more we know, the faster we can fix it.

Open a ticket [email protected]