How can we help?
Find answers to common questions or reach out to our support team.
New to eSIM?
An eSIM (embedded SIM) is a digital SIM built into your device. It works exactly like a physical SIM card but can be activated instantly without swapping cards. You download an eSIM profile to your phone and connect to local networks at your destination.
Browse our destinations, select a data plan that fits your trip, and complete checkout. We accept all major payment methods. You'll receive your eSIM QR code via email within seconds of payment.
Most modern smartphones support eSIM, including iPhone 12 and newer, Samsung Galaxy S21 and newer, Google Pixel 6 and newer, and many other devices. Visit our compatibility page to check your specific device.
Yes. Modern phones support dual SIM — your physical SIM stays active for calls and messages while the eSIM handles mobile data. You don't need to remove anything.
Setting up your eSIM
After purchase, we send a QR code to your email. Open your phone's camera, scan the code, and follow the on-screen prompts. The whole process takes under 60 seconds. See our detailed guide on the How It Works page.
Yes, and we recommend it. Install at home while you have WiFi. The eSIM stays inactive until you arrive at your destination and enable data roaming.
Ensure good lighting and hold your phone steady 15–20cm from the code. If scanning fails, you can manually enter the activation code from the email. Go to Settings → Cellular → Add eSIM → Enter Details Manually.
No, each eSIM profile can only be installed on one device. Once installed, it's tied to that device. If you need to switch devices, contact our support team.
Payments and refunds
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as local payment methods through our payment provider. All transactions are processed securely with SSL encryption.
Yes. If your eSIM hasn't been activated (QR code not scanned), we offer a full refund. Contact our support team within 30 days of purchase and we'll process it promptly.
When your data is running low, you can purchase a top-up plan from MaxSim. The additional data is added to your existing eSIM — no reinstallation needed. You'll receive a notification at 80% usage.
No. The price you see is the price you pay. No activation fees, no recurring charges, no auto-renewals. You buy a plan, use it, and that's it.
Fixing common issues
Try these steps in order: (1) Ensure Data Roaming is turned on for your eSIM line. (2) Toggle Airplane Mode on and off. (3) Restart your phone. (4) Check that your eSIM is set as the data line in Settings. If the issue persists after 5 minutes, contact our support.
Speeds depend on local network conditions. Try: (1) Toggle Airplane Mode on/off. (2) Move to a location with better signal. (3) Check if you're connected to 4G/LTE (not 3G). In congested areas, speeds may temporarily slow down — this is normal carrier behavior, not an eSIM issue.
Check your remaining data through your phone's built-in data usage tracker: Settings → Cellular → your MaxSim line. You can also contact our support for an exact balance check.
Software updates very rarely affect eSIM profiles. If your eSIM isn't visible after an update, go to Settings → Cellular and check if it's listed but disabled. If it's completely gone, contact our support — we can help you reinstall it.