Question 1

What is an eSIM?

Accepted Answer

An eSIM is a SIM profile that is downloaded to your phone instead of being inserted as a plastic card. Your device keeps its physical SIM slot free, and the travel profile is added alongside it.

Question 2

How does an eSIM work?

Accepted Answer

After your order is ready you receive an activation profile. You install it on your phone, and when you arrive at your destination you switch the profile on. Your phone then connects to the networks included in your plan.

Question 3

Do I need a physical SIM?

Accepted Answer

No. A VelioSIM plan is delivered digitally and does not require a physical SIM card. Your existing SIM can stay in the phone.

Question 4

Can I keep my current WhatsApp number?

Accepted Answer

Yes. Messaging apps stay tied to the number you registered them with. The travel data profile does not change that number.

Question 5

Does my phone support eSIM?

Accepted Answer

Your phone needs to be eSIM capable and not carrier locked. You can check your model on our compatibility page before you buy.

Question 6

Can I use an eSIM and my physical SIM together?

Accepted Answer

On most dual SIM devices yes: your usual SIM stays available for calls and SMS, while the travel profile handles data. The exact behaviour depends on your device settings.

Question 7

Can I use one eSIM on multiple phones?

Accepted Answer

No. An eSIM profile can normally be installed on one device only. If you need connectivity on two phones, order two eSIMs.

Question 8

When should I install my eSIM?

Accepted Answer

You can install the profile as soon as you receive it, while you still have a stable internet connection at home. Installing early is safer than waiting until you land.

Question 9

When should I activate it?

Accepted Answer

Activation timing depends on the plan you bought. Each plan states its activation policy on the plan card and in your order, so check that before switching the profile on.

Question 10

How do I scan the QR code?

Accepted Answer

Open your phone settings, choose to add a mobile or cellular plan, and scan the QR code from your order page. Detailed steps for iPhone and Android are in our installation guides.

Question 11

What if I can't scan the QR code?

Accepted Answer

Every order also includes manual installation details. Enter the SM-DP+ address and activation code by hand in the same settings screen.

Question 12

What does unlimited data mean?

Accepted Answer

Unlimited plans do not have a fixed data allowance. They can still be subject to a fair use policy, which is stated on the plan when one applies.

Question 13

Can speed be reduced under a fair-use policy?

Accepted Answer

Yes, that is possible on unlimited plans. Where a fair use threshold applies to a plan, we show it on the plan details.

Question 14

Can I share data through a hotspot?

Accepted Answer

Hotspot support is set per plan. The plan card states whether tethering is included, and we do not promise it where the plan does not allow it.

Question 15

Are calls and SMS included?

Accepted Answer

Most travel plans are data only. Plans that include voice or SMS say so explicitly on the plan card.

Question 16

Where is my eSIM?

Accepted Answer

Your order page holds everything you need. You can reopen it from the My eSIM page using the email address you entered at checkout.

Question 17

I entered the wrong email address.

Accepted Answer

Contact support with your order code. We can correct the address on the order so that your delivery details reach you.

Question 18

Can I buy several eSIMs?

Accepted Answer

Yes. You can add more than one plan to your trip before checkout, for example one per traveller.

Question 19

Can I request a refund?

Accepted Answer

Yes, within the terms of our refund policy and your statutory rights as a consumer in the EU. Whether a refund applies depends mainly on whether the eSIM has already been installed or used.

Question 20

What happens if my eSIM doesn't work?

Accepted Answer

Contact support first: many connection problems are settings related and can be fixed quickly. If the plan cannot be made to work, our refund policy covers technical failure.

Question 21

What if my phone isn't compatible?

Accepted Answer

Check compatibility before ordering. If an incompatible device is discovered after purchase and the profile has not been used, contact support and refer to our refund policy.

Question 22

What data does VelioSIM store about me?

Accepted Answer

We store the details you enter at checkout, your order history and your support messages. Card details are entered on the payment provider's own page and never reach VelioSIM. Our Privacy Policy explains this in full.

Questions about eSIM

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