Frequently Asked Questions

General eSIM Questions

Q: What is an eSIM?

A: An eSIM, or 'embedded SIM', is a digital SIM card that is built directly into your phone or device. It removes the need for a physical SIM card, allowing you to activate a mobile plan from a local provider in a new country without having to swap out any hardware.

Q: How does a Jetset eSIM work?

A: Once you purchase a plan from us, you will receive a QR code and activation details via email. You simply scan this QR code with your compatible phone to install the eSIM profile. When you arrive at your destination, you activate the plan in your phone's settings, and you'll be instantly connected to the internet.

Q: What are the benefits of using an eSIM?

A: Using a Jetset eSIM offers several advantages:

  • Instant Connection: No more hunting for a local SIM card when you land.

  • Flexibility: Easily switch between different networks or plans on the same device.

  • No Roaming Fees: Avoid the high costs of international roaming from your home network.

  • Dual SIM: Keep your home SIM active for calls and texts while using your eSIM for data.

Compatibility & Installation

Q: Is my phone compatible with an eSIM?

A: Most modern smartphones are eSIM-compatible. We have a detailed device compatibility page that you can check. The most popular compatible devices include the iPhone 11 and newer models, Google Pixel 3 and newer, and recent Samsung Galaxy devices.

Q: How do I install my Jetset eSIM?

A: Installation is easy! Once you receive your QR code, go to your phone's cellular settings.

  • On iOS: Go to Settings > Mobile Data > Add Data Plan.

  • On Android: Go to Settings > Network & internet > SIMs > Add a SIM.

    Then, simply scan the QR code and follow the on-screen instructions. We also provide a simple step-by-step guide with every purchase.

Q: When should I install my eSIM?

A: You can install the eSIM before you travel, but we recommend waiting until you're about to leave or have just arrived at your destination to activate it. The plan validity period typically starts when your eSIM connects to a supported network in your destination country.

Usage & Functionality

Q: Can I use my home number for calls and texts while using the eSIM for data?

A: Yes! This is one of the main advantages of using a Jetset eSIM. Your phone's dual-SIM functionality allows you to keep your primary SIM active for your regular calls and texts while setting your eSIM as the primary line for mobile data. This way, you stay connected online without incurring expensive roaming charges.

Q: Can I make traditional calls and send texts with my eSIM?

A: Most of our eSIM plans are data-only. This means you won't be able to make traditional phone calls or send SMS messages using a regular phone number. However, you can still make voice and video calls and send messages using data-based apps like WhatsApp, Facetime, Messenger, and Zoom.

Q: Can I use my eSIM for mobile hotspot/tethering?

A: Yes, all of our eSIM plans support mobile hotspot and tethering. You can share your data connection with other devices, such as your laptop or tablet, just as you would with a physical SIM.

Q: How can I check my data usage?

A: You can usually check your data usage directly in your phone's settings. For iOS, it’s under Settings > Mobile Data. For Android, it's in Settings > Network & internet > SIMs. We also provide instructions on how to check your data balance for each specific plan in the purchase confirmation email.

Purchase & Support

Q: What is your refund policy?

A: We are committed to customer satisfaction. If you are unable to install or activate your eSIM and contact us within 24 hours of your purchase, we will provide a full refund. We also offer a price match guarantee for unused plans within 24 hours of purchase.

Q: What if I run out of data?

A: If you run out of data before your trip is over, you can simply purchase a new plan from our website. In some cases, we may also offer the option to top-up your existing plan.

Q: What if my eSIM is not working?

A: We're here to help! First, ensure the following:

  1. Your phone's 'Data Roaming' is turned on for your eSIM.

  2. Your phone's 'Data' is switched to the eSIM line.

  3. Your phone has been restarted.

    If you are still experiencing issues, please contact our 24/7 customer support team with your order number and a description of the problem.

Q: How do I contact customer support?

A: Our customer support team is available 24/7 to assist you. You can reach us via our live chat on the website or by emailing support@jetsetesims.com.