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.