Frequently asked questions

An eSIM is a SIM built into your phone. Instead of inserting a plastic card, you download a mobile plan to it; usually by scanning a QR code. Most phones released since 2019 support eSIM and can hold several eSIM profiles at once.

You buy a plan for your destination, we email your eSIM, and you install it in your phone's settings. When you arrive, your phone connects to a local partner network through the Wayline line, while your regular SIM stays installed for calls and texts if you want it.

Your phone needs eSIM support and must be carrier-unlocked. The quickest check: dial *#06#. If you see an EID number, your phone has eSIM hardware. You can also search your model in our compatibility checker. Support can vary by the country or carrier your phone was bought from.

On Wi-Fi, open Settings → Mobile (or Cellular) → Add eSIM, then scan the QR code from your order email or account. If you can't scan, enter the SM-DP+ address and activation code manually. Our step-by-step guides cover iPhone, Samsung, Pixel and other Android phones.

Yes; we recommend it. Install at home on Wi-Fi, then leave the Wayline line switched off. When you land, switch it on, turn on data roaming for that line and select it for mobile data. For most plans, validity only starts once the eSIM connects in a covered country.

It depends on the plan, and each plan page states it clearly. Most plans start when the eSIM first connects to a supported network in a covered destination; not when you buy or install it. Installation and activation are separate steps.

Usually not. Most travel eSIM profiles can only be installed on one device, and phone-to-phone transfer depends on the network partner. Contact us before removing an eSIM from your phone and we'll tell you what's possible for your plan.

A deleted eSIM generally can't be reinstalled with the same QR code. Contact support with your order number; we'll check with the network partner, but a replacement isn't always possible. To pause it, switch the line off instead of deleting it.

Most issues are fixed by turning on data roaming for the Wayline line, selecting it for mobile data and restarting your phone. Our troubleshooting guides walk through each step. If it still won't connect, contact support with your order number and we'll investigate with the network partner.

Yes. WhatsApp is linked to your account and phone number, not to the line carrying your data. Keep your usual SIM installed, use Wayline for mobile data, and WhatsApp keeps working with your normal number.

Yes. Phones with eSIM support two lines. Keep your home SIM active for calls and texts (your home carrier's roaming charges may apply if you use it), and set Wayline as the line for mobile data.

Most plans are data-only. Plans marked “Data + calls” or “Data + SMS” include the allowance shown on the plan page. On data-only plans you can still call and message using internet apps where they're permitted locally.

Your Wayline connection pauses until you add more data. If the plan supports top-ups, you can add data to the same eSIM from your account; no reinstall needed. On unlimited plans, speed is reduced after the daily high-speed allowance and resets each day.

Plans labeled “5G where available” use 5G when the partner network offers it in your area and your phone supports it; otherwise they use 4G/LTE. Speeds depend on location, network load and your device, so we don't guarantee specific speeds.

Yes, with a regional or global plan. They work in every country listed on the plan page, on a single eSIM. Country plans work only in that country.

Yes, on plans marked “Hotspot”. A few unlimited plans don't allow tethering; the plan page always says so. Hotspot use counts towards your data allowance.

Plans marked “Top-ups available” can be recharged from My eSIMs in your account. A top-up adds data to your existing eSIM with its own validity period. Unlimited and calling plans can't be topped up; buy a new plan instead.

If you haven't installed your eSIM, you can request a refund under our Refund Policy. If a technical issue on our side or our partner's stops your eSIM from working and we can't fix it, we refund you. Refunds go back to your original payment method.