FAQ

An eSIM (embedded SIM) is a digital SIM card built directly into your device. There's no physical card to insert — just scan a QR Code to activate mobile data, making it perfect for international travel.

Dial *#06# on your phone. If an EID field appears (a long number string), your device supports eSIM.

Also make sure your phone is unlocked (not carrier-locked); otherwise you may not be able to install a foreign eSIM.

Yes. Most eSIM-capable phones support dual SIM (one physical + one eSIM). While traveling, you can keep your home SIM for calls and use the eSIM for data.

No. Each eSIM QR Code is single-use. Once installed on a device, it's bound to that device and cannot be transferred.

1. Go to "All Plans" and choose your destination
2. Select a data plan that suits your trip
3. Enter your email and complete payment
4. Scan the QR Code you receive to install your eSIM

We accept credit cards (Visa / Mastercard / JCB) and convenience store payment (7-ELEVEN, FamilyMart, Hi-Life, OK Mart).

Credit card payments are processed within minutes. For convenience store payments, the QR Code is sent automatically once payment is confirmed — typically within 15–30 minutes. If you haven't received it within 1 hour, please check your spam folder or contact support.

Yes. International data cards are zero-rated goods under Taiwan tax law, so a formal VAT receipt cannot be issued. However, an electronic receipt will be sent after payment, with "Data SIM Card" as the item description — suitable for expense reimbursement.

1. Go to Settings → Mobile Data
2. Tap "Add Data Plan"
3. Select "Use QR Code"
4. Scan the QR Code from your email
5. Follow the on-screen instructions to complete setup

1. Go to Settings → Network & Internet (or Connections)
2. Tap SIM Manager → Add Mobile Plan
3. Select "Scan QR Code"
4. Scan the QR Code from your email
5. Follow the on-screen instructions to complete setup

Seeing "Unable to Activate" while outside the destination country is normal — your phone can't connect to the destination carrier from abroad. Check whether the eSIM appears in Settings → About → IMEI list. If it does, installation was successful and the eSIM will connect once you arrive at your destination.

Yes, and we recommend installing before your trip. Note: some plans start their validity period as soon as the QR Code is scanned. Check the "Activation Policy" on each plan page (On Install vs. First Use).

Please verify the following:

1. Data roaming is enabled
2. The eSIM is set as your default data line
3. VPN is disabled
4. You're not in a remote area with naturally weak signal
5. Your plan's daily data allowance hasn't been exceeded (throttling may apply)

If the issue persists, contact support with a screenshot of your speed test and your current location.

First confirm your plan supports hotspot (listed on the plan page). If it does but still isn't working, try:

• Confirm your device is unlocked (not carrier-locked)
• Disable VPN
• Enable data roaming
• Set the eSIM as your primary data line
• Update to the latest iOS version
• Restart your device and try again

Unfortunately, eSIMs are single-use digital certificates. Once deleted, they cannot be reinstalled, and no refund or replacement can be issued. We strongly recommend not deleting your eSIM until after your plan has expired.

Some plans support self-serve top-up (additional data purchase), no need to contact support:

1. Go to your order page and find the "Data usage" card
2. Tap the info icon next to "Top-up Data" to see the details and limitations first
3. Tap "View plans" to check what's currently available (shown as daily/total data type, network generation, and throttle speed after cap)
4. Pick a plan and pay by credit card
5. It's applied to this eSIM automatically, and a confirmation email is sent

Note: top-ups must be purchased before your current plan expires — they aren't available after expiry. Credit card only for now.

A top-up applies to your current eSIM as its own separate data package with its own allowance and validity. For the exact timing, please refer to the confirmation email you receive after the top-up completes — contact support if you have any concerns.

Refunds are available if the eSIM has not been scanned and installed, and the plan has not yet started. Once the QR Code is installed, it's considered delivered and non-refundable. See our Refund Policy page for full details.

Unfortunately, signal quality varies by location, terrain, and carrier coverage — this is not a product defect. We recommend checking the local carrier's coverage map before purchasing.