No internet abroad? Let's fix it
One short question, then one thing at a time. Nothing to figure out on your own.
Where are you right now?
How to reach us
Stuck with no internet? Start with the walkthrough above - it goes one step at a time and closes most cases in a minute. Anything it doesn't, we answer personally.
Answers to the common cases
Install on Wi-Fi, not on data. On iPhone the easiest path is the install button in the email, on the same phone that opened it. On Android, add it from Settings › Network & internet › SIMs › Add SIM › Set up an eSIM (Samsung: Connections › SIM manager › Add eSIM), then paste the install code from your order page or scan the QR from another screen.
After installing at home that's normal - there's no data until you land and switch the line on. At the destination: turn on the new line, pick it under "Mobile data" (iPhone: "Cellular Data"), enable data roaming on it, and switch your home line off. Still nothing? Restart the phone.
Only at the first connection to a network at the destination - not at purchase or install. You can install days ahead without losing any of the plan.
An eSIM doesn't move between devices, and deleting the line removes it from the phone. Moving to another phone usually needs a new plan. If you delete it by mistake or get stuck, message us and we'll check whether the plan can be re-issued (not always possible).
You can see what's left on your private order page ("Check remaining data"). If it's gone, buy another plan from the site. We're also adding top-up on the same eSIM with no reinstall.
An eSIM that hasn't been activated yet (never connected at the destination) can be cancelled and refunded, subject to a lawful cancellation fee. An activated eSIM is a supplied digital product and isn't refundable. A genuine "didn't work at all" issue is checked with the network and credited on the findings. Full details in the terms.