Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM embedded in your phone. Instead of swapping a physical card, you scan a QR code or enter an activation code to get connected. It works alongside your existing SIM, so you keep your number while using local data abroad.

Question 2

Are these data-only plans?

Accepted Answer

Yes. All MoodSIM plans are data-only. Use WhatsApp, FaceTime, Telegram, or any internet-based app for calls and messages. Your physical SIM stays active for regular calls and SMS.

Question 3

Can I use hotspot/tethering?

Accepted Answer

Yes. All plans include hotspot and tethering at no extra cost.

Question 4

Which devices support eSIM?

Accepted Answer

Most phones from 2019 onward. iPhone XS and newer, Samsung Galaxy S20+, Google Pixel 3+, and many others. Dial `*#06#` on your phone. If you see an EID number, your device supports eSIM. You can also use our compatibility checker.

Question 5

My phone is carrier-locked. Will it work?

Accepted Answer

No. Your phone must be unlocked to use an eSIM. Contact your carrier to unlock it before purchasing.

Question 6

Can I use one eSIM on multiple devices?

Accepted Answer

No. An eSIM profile is tied to the device it was installed on. You need a separate eSIM for each device.

Question 7

How many eSIMs can I store on my phone?

Accepted Answer

Most phones store 5 to 10 eSIM profiles. Only one data eSIM can be active at a time. You can switch between them in your phone's cellular settings.

Question 8

When does my plan's validity start?

Accepted Answer

Check the activation type shown on the plan page:

- Upon Connect (most plans): Validity starts when you first connect to a network at your destination. You can install at home and activate later.
- Upon Install: Validity starts the moment you scan the QR code. Only install when you're ready.

All eSIMs must be installed within 180 days of purchase.

Question 9

What is Local IP?

Accepted Answer

Local IP plans give you an IP address in the country you're visiting. This helps with banking apps, streaming services, and anything that checks your location by IP. Standard plans route through an international gateway, which works fine for browsing and social media but may trigger geo-blocks.

Question 10

What is Priority Network?

Accepted Answer

Priority Network plans connect to top-tier carriers with stronger coverage in rural areas and better speeds in crowded locations. Good for business travel or remote destinations. Standard plans work fine for cities.

Question 11

How do regional/global plans work?

Accepted Answer

A single eSIM that covers multiple countries in a region (Europe, Asia, etc.) or globally. You cross borders and it keeps working, no new eSIM needed. Each plan page lists exactly which countries are included.

Question 12

What are unlimited daily plans?

Accepted Answer

Plans with a daily high-speed data allowance (e.g. 1GB/day). After hitting the limit, speeds are throttled for the rest of that day. Resets every 24 hours. You're never fully cut off.

Question 13

Can I get a refund?

Accepted Answer

Not installed? Full refund. Contact support with your order ID.

Already installed? No refund, since the eSIM profile has been consumed. If you're having issues, check our troubleshooting guide or contact support.

Question 14

How do I install my eSIM?

Accepted Answer

There are three ways to install:

1. QR Code (most common)
Go to My eSIMs, open your eSIM, and scan the QR code with your phone camera. Or go to Settings > Cellular > Add eSIM > Scan QR Code.

2. One-click install
On supported devices, tap the install button directly from your orders page and follow the prompts.

3. Manual entry
If you can't scan the QR code, enter the details manually. Go to Settings > Cellular > Add eSIM > Enter Details Manually. You'll need the SM-DP+ address and activation code from your order page.

Question 15

What is an Activation Code?

Accepted Answer

The activation code (also called matching ID) is a string you use for manual eSIM installation. You'll find it on your orders page under eSIM details along with the SM-DP+ address. Only needed if you can't scan the QR code.

Question 16

What is an ICCID?

Accepted Answer

The ICCID is your eSIM's unique identifier, like a serial number. You'll find it on your orders page under eSIM details. You'll need your ICCID when contacting support, so keep it handy.

Question 17

What's the difference between installing and activating?

Accepted Answer

Installing means adding the eSIM profile to your phone by scanning the QR code or entering the activation code. This does NOT start your plan.

Activating means turning on the eSIM line and connecting to a network.

For Upon Connect plans, your validity starts when you first use data at your destination, not when you install. So install at home over WiFi, then activate when you land.

Question 18

I deleted my eSIM by accident

Accepted Answer

Try scanning the original QR code again on the same device. Some profiles allow reinstallation. If it doesn't work, contact support with your ICCID.

Tip: always disable the eSIM line instead of deleting it. You can re-enable it anytime.

Question 19

Can I transfer my eSIM to a new phone?

Accepted Answer

No. eSIMs are tied to the device they were installed on. If you get a new phone, you need to purchase a new eSIM.

Question 20

iOS asked "abroad or at home?"

Accepted Answer

Choose "Abroad". This enables Data Roaming automatically, which is required for your eSIM to work outside your home country.

Question 21

How do I top up my eSIM?

Accepted Answer

Go to My eSIMs, select your eSIM, and tap Top Up. Data is added instantly and validity is extended. You can top up anytime, you don't need to wait until your data runs out.

Question 22

What is auto top-up?

Accepted Answer

When enabled, we automatically add more data when your balance drops below 300MB using your saved payment method.

Note: carrier usage reports can be delayed 1-2 hours, so there may be a short gap before the top-up kicks in. If you need data immediately, use manual top-up.

Question 23

How do I enable/disable auto top-up?

Accepted Answer

Go to My eSIMs, select your eSIM, and toggle the auto top-up switch. You need a saved payment method.

Question 24

Does top-up extend validity?

Accepted Answer

Yes. Every top-up adds both data and validity time.

Question 25

My plan doesn't support top-up

Accepted Answer

Some plans don't allow top-ups (common with unlimited packages). Top-up availability is shown on the plan page before purchase. When data runs out, you'll need to buy a new eSIM.

Question 26

eSIM installed but no internet

Accepted Answer

Go through this checklist:

1. Turn off Airplane Mode
2. Make sure the eSIM line is enabled: Settings > Cellular > [your eSIM] > Turn On
3. Turn on Data Roaming: same menu, toggle Data Roaming
4. Set the eSIM as your data line: Settings > Cellular > Cellular Data > select your eSIM
5. Restart your phone
6. Try switching from 5G to LTE

For a full walkthrough, see our troubleshooting guide.

Question 27

Slow data speeds

Accepted Answer

1. Toggle Airplane Mode on and off
2. Switch from 5G to LTE (or LTE to 3G)
3. Try manual network selection. Sometimes a different carrier in the same country is faster:
   - iPhone: Settings > Cellular > [eSIM] > Network Selection > turn off Automatic
   - Android: Settings > Network > Mobile Networks > select manually
4. If you're on a daily plan, you may have hit the daily high-speed limit. Speeds reset every 24 hours.

Question 28

PDP authentication error

Accepted Answer

This usually means one of:
- Your data is used up. Check your balance on My eSIMs.
- Wrong APN settings. Check the APN on your order page and make sure it matches.
- Temporary network issue. Restart your phone and try again.

If it keeps happening, contact support with your ICCID.

Question 29

Can I pause my eSIM and use it later?

Accepted Answer

No. Once activated, the validity countdown runs whether you use data or not. Disabling the eSIM line does not pause the timer. Choose your activation timing carefully.

Question 30

My data expired but I had data left

Accepted Answer

When your plan's validity period ends, any remaining data is lost. It can't be recovered or extended. Pick a plan duration that matches your trip.

Question 31

Phone says 'eSIM not supported'

Accepted Answer

Check the following:
1. Your phone is carrier-unlocked
2. Your phone's software is up to date
3. Your phone wasn't bought in a region where eSIM is disabled (some Chinese market phones)
4. Dial `*#06#` to check if an EID number appears

If everything checks out and it still doesn't work, restart your phone after updating.

Question 32

Where is my eSIM after purchase?

Accepted Answer

Go to My eSIMs. Your eSIM and QR code are there. You also receive a confirmation email with the QR code. Check spam if you don't see it. Provisioning can take up to 15 minutes in rare cases.

Question 33

Can I buy an eSIM for someone else?

Accepted Answer

Yes. After purchase, forward the QR code email to them. They install it on their own device.

Question 34

Forgot my password

Accepted Answer

Use Forgot Password on the login page. Check spam for the reset email. If you signed up with Google, use Sign in with Google instead. There's no separate password for Google accounts.

Question 35

My eSIMs aren't showing in my account

Accepted Answer

Make sure you're logged into the correct account. If you purchased as a guest, you must create an account with the same email to access your eSIMs.

Question 36

What payment methods do you accept?

Accepted Answer

Credit cards, debit cards, and Google Pay/Apple Pay via Stripe. We also accept cryptocurrency via our payment provider.

FAQ

General

Plans & Pricing

Installation & Activation

Top-up & Auto Top-up

Troubleshooting

Account, Payment & Refunds