What do you need help with?

An installed eSIM does not always mean it is connected. When you’re ready to use your plan:

1. Check coverage and timing. Your plan needs to cover your current destination and allow use now.
2. Select your travel eSIM for mobile data. Turn on data roaming for this line. Check your home line’s roaming and automatic data switching separately to avoid its data charges.
3. Check the APN, if one is provided. Follow the settings in your secure installation instructions.
4. Test mobile data. Briefly turn Wi-Fi off and open a webpage.

Still no data? Use the support contact below and tell us what you’ve tried.

1. Open your purchase in My eSIMs. Sign in to the account you used to buy.
2. Choose Fetch my eSIM. Check the plan’s timing first and connect to Wi-Fi or another working internet connection. Fetching makes your secure instructions available.
3. Follow your installation instructions. Use the install button where available, the manual details, or scan the QR from another screen. Keep an internet connection while it downloads.

How long do I have to install?

Your plan states the installation window after fetching. If no window is stated, none is assumed. Follow the timing shown in your account. You can install at home before you travel when your plan’s timing allows it. If the eSIM still doesn’t work after support helps, we’ll refund you. Refund policy.

Need your installation email?

No installation email is sent when you buy. Fetch the eSIM first. Then, while it is still working, unexpired, and not cancelled, you can request another installation email. Check your spam folder too.

You can also choose Email me my eSIM in your account after fetching and readiness. It sends only to the address on your order; it is unavailable before fetching or after expiry or cancellation.

Find your purchase and usage

Open My eSIMs using the account you bought with. Usage can take time to update; check when it was last refreshed.

Add more data

If your plan supports a top-up, open that eSIM in your account and add data to the profile already on your phone. A top-up is offered only when the plan allows one and a package is available. There is no new QR code and nothing to reinstall. Top-ups are non-refundable once applied. If the plan cannot be topped up, buy a new plan instead.

Request a refund

For an order you have not fetched, choose Request a refund in your account. If you installed the eSIM and it still doesn’t work after support helps, we’ll refund you. If that button is not available, email support from the address on your order. Read our refund policy for the details.

Will my phone work?

Your phone must support eSIM and be unlocked by your carrier. Support varies by model and where it was purchased. Use our compatibility checker and ask your carrier if you’re unsure whether your phone is unlocked.

Do I need an account?

Yes. Checkout sends you to sign in before payment. Choose Email me a link for a one-time email link, or Continue with Google. There is no password.

When does my plan start?

It depends on the plan. Fetching your eSIM, installing it, and starting its data validity are separate steps. Check your plan’s timing before installing. Already purchased? Follow the timing in your account.

What currency am I charged in?

You are always charged in Canadian dollars (CAD). Other displayed currencies are approximate estimates marked with ≈, rather than the amount charged.

How does a day pass work?

A day pass is sold by the day. You choose how many days, with a high-speed data allowance for each day. Your daily allowance resets in line with the carrier’s local midnight. The price is the per-day price multiplied by the number of days. If the plan states a fair-use speed, the connection slows to that speed after the daily allowance instead of stopping; the plan page states that speed. You are not charged for overage.