Question 1

What is an eSIM?

Accepted Answer

An eSIM is a chip built into the device itself, with no plastic card. We give you a QR code, you scan it with your phone camera, and the SIM is added to your phone within minutes.

Question 2

Does my phone support eSIM?

Accepted Answer

You need an eSIM-capable phone that is not locked to a single network. Recent devices usually support it — iPhone XS/XR and later, Samsung Galaxy S20 and later, Google Pixel 3 and later. The quickest check: open your device settings — if you see “Add eSIM”, your phone supports it. This is general guidance; your device manufacturer’s specification remains the final reference.

Question 3

When does the plan validity start?

Accepted Answer

Validity starts on your first data use on the destination network — not at the moment of purchase. The number of days is stated on the plan you buy. So you can buy and install the eSIM before you travel and have it activate when you arrive.

Question 4

Do I need to turn on data roaming?

Accepted Answer

Yes. After installing, select this eSIM as the line used for data, then turn on Data Roaming. The phone connects to a local partner network in the destination country; some devices need a minute or two to connect the first time.

Question 5

How do I install the QR code?

Accepted Answer

Once the payment is confirmed, the eSIM is issued and its QR appears in your dashboard (the orders page and the order page). Open Settings: on iOS “Cellular” → “Add eSIM” → “Use QR code”; on Android “Connections” → “Add eSIM” → “Use QR code”. Scan the code from another screen or a printout and finish the steps.

Question 6

Can I keep my physical SIM?

Accepted Answer

Yes. The eSIM is an extra line on your device and does not touch your physical SIM. Keep your usual number for calls, texts and WhatsApp, and send your internet data over the eSIM.

Question 7

How can I pay — is bank transfer available?

Accepted Answer

Card payment is available when the payment gateway is enabled in the store; the gateway returns you to the payment confirmation page when you finish. Bank transfer is also supported: create the order, transfer the amount to the account shown at checkout, then upload a picture of the transfer receipt. The eSIM is delivered once the transfer is confirmed on our side.

Question 8

Can I cancel or get a refund?

Accepted Answer

Pending orders that have not been fulfilled yet can be cancelled from “My orders” in your dashboard. An eSIM that has already been installed or activated cannot be refunded, because the eSIM is consumed at issuance. The full details are in the terms and conditions.

Question 9

Is support available in Arabic?

Accepted Answer

Yes — support is available in Arabic and English by email and WhatsApp. Include your order number or account email so the team can find your order quickly; we usually reply within one business day.

Question 10

Can I upgrade a plan or change country?

Accepted Answer

A plan is tied to one country or region for a fixed duration and cannot be converted after it is issued. To change country or add data you can buy an additional plan; all your eSIMs appear under “My eSIMs” in your dashboard.

Question 11

How do I know my phone supports eSIM?

Accepted Answer

iPhones from XS and XR onward support eSIM, as do Galaxy S20 and later and Pixel 3 and later. Make sure the handset is not carrier-locked: open Settings and look for “Add eSIM” or “Add SIM”.

Question 12

Can I install the eSIM on more than one device?

Accepted Answer

No. One eSIM installs on one device only, and some systems refuse a second install after deletion. If you change phones, contact us before removing it from the old one.

Question 13

I lost the QR code — what now?

Accepted Answer

The code is kept in your account: open My orders or the order page and the activation code and one-tap install link are there. You never need to buy again.

Question 14

Do I need to remove my own SIM?

Accepted Answer

No. The eSIM works alongside your physical SIM; you choose in Settings which line handles data and which handles calls.

Question 15

Which line should handle data?

Accepted Answer

Set the travel eSIM as the default data line and keep your own line for calls and messages — that way bank verification codes still arrive without roaming fees.

Question 16

When does validity start?

Accepted Answer

Most plans start on the first connection to a network in the destination country — not at purchase, not at installation. Each plan page states exactly which.

Question 17

Installed it and there is no connection — first step?

Accepted Answer

Check three things in order: the line is selected for data, data roaming is on for that line, and you are in a country the plan covers.

Question 18

Does the eSIM need activating by you?

Accepted Answer

No. Activation is in your hands: install once, switch on when you arrive. Nothing to wait for and nobody to approve.

Question 19

I arrived in a different country from the one I bought for — will it work?

Accepted Answer

If the plan is regional or global, yes, within the countries it lists. If it covers one country, it will not work outside it — check the country list before buying.

Question 20

What does a daily allowance mean?

Accepted Answer

You get the stated amount on each day of the plan. Once a day's allowance is spent, the line slows or stops until the next day, then renews automatically.

Question 21

How much do maps and browsing use?

Accepted Answer

An hour of maps while navigating usually costs under 100 MB, and light browsing less. Video dominates: an hour at medium quality can pass 700 MB.

Question 22

Does speed drop after the allowance?

Accepted Answer

On daily plans, yes: speed drops or the line stops until the next renewal. A fixed bundle simply ends when its size is used.

Question 23

Can I share the connection as a hotspot?

Accepted Answer

Yes on most plans. Sharing burns data quickly, so if a laptop depends on it, buy a bigger allowance.

Question 24

Do I need to set an APN by hand?

Accepted Answer

Usually not — it is set automatically on arrival. If the phone shows signal but no internet, check the APN details on the order page or message us.

Question 25

Why is speed lower in some places?

Accepted Answer

Coverage belongs to the local carrier: it varies inside cities, in remote areas and inside buildings. Moving upstairs or near a window solves many cases.

Question 26

Does it work on tablets and watches?

Accepted Answer

It works on tablets that support eSIM. Smartwatches usually need a specific carrier plan, so do not assume a travel line will work in one.

Question 27

Which network will I be on?

Accepted Answer

The local carrier network, or networks, we are partnered with in that country — chosen automatically. The network name is shown on the plan page before you buy.

Question 28

When does the QR code arrive?

Accepted Answer

The moment payment is confirmed it appears on the order page and is emailed to you. If it has not arrived, open My orders — it is there — or message us.

Question 29

Can I buy a week before the trip?

Accepted Answer

Yes, and it is the better way: install at home on Wi-Fi, and validity starts on the first connection in the destination country.

Question 30

Do prices include tax?

Accepted Answer

The price you see is the final price in Saudi Riyal, all-inclusive. Nothing extra is added at payment.

Question 31

Do I need an account to buy?

Accepted Answer

Yes — the account keeps your eSIMs and QR codes even if you change phones, and makes recovering a line possible later.

Question 32

Which payment methods are available?

Accepted Answer

Mada, Visa, Mastercard, Apple Pay and bank transfer where needed. Payment happens at a certified gateway and we never store your card details.

Question 33

The confirmation email did not arrive

Accepted Answer

Check the promotions or spam folder, then the address on your account. Meanwhile the QR code is on the order page inside your account.

Question 34

When am I entitled to a refund?

Accepted Answer

Before the QR code is delivered: a full refund. After delivery: if the line cannot be activated for reasons on our side or the supplier's, once verified with the supplier.

Question 35

The eSIM does not work — do I get my money back?

Accepted Answer

We check it with the supplier first — most cases end with a working replacement line. If it cannot be fixed, we arrange the refund.

Question 36

Can I refund a plan I barely used?

Accepted Answer

Not after use has started: the carrier bills the plan from the moment it is switched on. If the problem is technical during the trip, message us.

Question 37

How do I reach you fastest?

Accepted Answer

WhatsApp is fastest, email second. Put your order number in the first message, and never send card details.

Question 38

When do you reply?

Accepted Answer

Sunday to Thursday, 9 am to 9 pm Saudi time. Messages outside those hours are answered in the first hour of the next working day.

Question 39

Where do I find my past trips?

Accepted Answer

Under My eSIMs in your account: every line with its date, status, used data and its QR code for reference.

Question 40

Do you issue company invoices?

Accepted Answer

Yes — the invoice is issued in the account's name automatically. If you need a tax number or company details on it, send them after purchase and we update it.