Frequently asked questions

An eSIM is a SIM card built into your phone. Instead of inserting a plastic card, you download a data plan onto a chip that is already inside the device. It works alongside your existing SIM, so your usual number stays active.

It needs eSIM hardware and it must not be locked to a carrier. To check for the hardware, look for an EID number under Settings — on iPhone that is General then About; on Android it is About phone then Status. You can also dial *#06# and look for an EID. Every iPhone from the XR and XS onward supports eSIM, as do most Samsung Galaxy phones from the S20 and most Google Pixels from the Pixel 3.

Yes. An AloAlo eSIM is added as a second line and your existing SIM stays active, so you keep your number, your calls and your text messages. What changes is that mobile data runs over the travel plan instead of your home network.

Before you fly, at home, on Wi-Fi. Installing does not start your plan — the validity period begins when the eSIM first connects to a network at your destination. Installing early simply means you land already connected.

Our plans are data only, so they do not come with a local phone number. In practice this covers almost everything: WhatsApp, FaceTime, Signal, Telegram and Zoom all run over data, and your own number stays reachable on your normal SIM for calls and SMS.

Most travellers use between 300 and 600 MB a day, which puts a typical week at 3 to 5 GB. Video is what changes that figure — an hour of HD streaming can use more than a full day of maps and messaging. If you are unsure, start with a smaller plan and top up.

The connection stops rather than continuing at an extra charge. You can buy a top-up in the app and be connected again within a minute. Nothing is billed automatically without you choosing it.

When the eSIM first connects to a network at your destination, not when you buy or install it. A ten-day plan gives you ten days from that first connection.

Only if those countries are on the plan’s list. A local plan covers one country. A regional plan covers a named group — and the group is defined by an explicit list, so check that every country on your route appears before you buy.

Four things, in order. Make sure mobile data is set to the travel eSIM rather than your home line. Make sure data roaming is switched on for the travel eSIM — travel plans connect through partner networks, so roaming has to be on. Toggle airplane mode on and off to force a fresh network scan. If it still will not connect, select a network manually instead of automatically.

Both, on different lines. Turn data roaming ON for the AloAlo eSIM, because it connects through partner networks. Turn data roaming OFF on your home line, so it cannot use data abroad and charge you for it. Leave the home line itself switched on so calls and texts still arrive.

Yes, and there is nothing to change. WhatsApp is tied to the number you registered with, not to whichever SIM is carrying data. It will simply send its traffic over your travel plan. The same is true of Telegram, Signal and iMessage.

On most plans, yes, provided your phone supports tethering. Bear in mind that laptops and tablets use data far faster than a phone does, so size your plan accordingly.

Usually not. Most eSIM profiles can only be installed once, so deleting one generally means losing it. If something is not working, contact us before removing anything.

By card, Apple Pay or Google Pay in the app. Payment is handled by Stripe and we never see or store your card details.

If a plan cannot be installed or does not work and we cannot fix it, we refund it. Contact us with your order reference and what you have already tried, and we will look at it. Data you have already used cannot be refunded.

Email us and we answer every message, usually within one business day. Sending your phone model, your destination and what you have already tried gets you a real answer in the first reply instead of a round of questions.

In the app, under Profile then Privacy and data, or Delete account. You can also request deletion by email.