Help Center
Popular FAQs
Popular Frequently Asked Questions
How do I check if my device is compatible?
Click Check Device Compatibility on the plan page. Your device must support eSIM technology, be carrier-unlocked, and not be jailbroken or rooted. Our device list is provided for general guidance only. Compatibility may vary by model, region, carrier, and operating system version, so please confirm with your device manufacturer before purchasing.
When should I buy and install my eSIM?
We recommend purchasing your eSIM within 30 days before travel and installing it before your trip while you still have a stable internet connection. Your package starts when you connect to a supported network in your destination.
Where do I find my eSIM after purchase?
You can access your eSIM in your confirmation email and in My Account → My eSIMs. My eSIMs is the easiest and fastest way to view installation options, status, expiration, and remaining data.
How do I use my eSIM?
Do I need Wi-Fi to install my eSIM?
It is best to install your eSIM before travel while you still have a stable internet connection. Your plan starts after you connect to a supported network in a covered destination.
Can I reuse my eSIM?
Yes. Go to My Account → My eSIMs, open the eSIM you want to use again, click Order again, complete checkout, and activate it the same way.
This is how OXeSIM simplifies the process and lets you use the same eSIM again instead of using a traditional top-up flow.
Are refunds available if my device is not compatible?
No. Refunds are not available for purchases made on devices that do not support eSIM. Customers are responsible for confirming device compatibility before purchase.
Are Unlimited plans truly unlimited?
Unlimited plans may be subject to a Fair Usage Policy (FUP). After a high-speed usage threshold within a given period, speeds may be reduced until that period resets. This may vary depending on the plan or network provider.
Choosing a Plan - Find the right eSIM
How do I choose the right eSIM plan?
Go to eSIM Plans in the top header and choose Local, Regional, Global, or All eSIMs. Then select your destination and compare the available plans on that page. You can also use the search bar to find your travel destination.
What’s the difference between Local, Regional, and Global eSIMs?
Local eSIM is for one country. Regional eSIM is for multiple countries within one region. Global eSIM is for worldwide travel across supported destinations.
What’s the difference between Standard, Unlimited, and Data/Calls/Texts?
Standard plans include a fixed data amount. Unlimited plans are designed for travelers who want the most flexible data option. Data/Calls/Texts plans include data plus calling minutes and SMS, when available.
Do all destinations have Data/Calls/Texts plans?
No. Data/Calls/Texts plans are only available for selected destinations, depending on availability and compliance requirements. If available, they will appear on the plan page.
How do I compare plans on the plan page?
On the destination page, use the Standard | Unlimited toggle to compare available options and pricing. If Data/Calls/Texts is available for that destination, it will also appear on the same plan page.
How do I see which countries are included in a Regional or Global plan?
On Regional and Global plan pages, click View Country Coverage to see the supported countries for that plan. This list is provided for general guidance. Final coverage, speed, and network details are available after purchase through eSIM Instructions – PIN: XXXX in My eSIMs.
Why don’t I see View Country Coverage on a Local plan?
Because a Local eSIM is designed for one country only, so a country coverage list is not needed.
When does my plan start?
Your package starts when you connect to a supported network in your destination. For Regional and Global plans, if you are already in a covered country when you activate the eSIM, the plan may start immediately.
Why is my destination not listed?
If a destination is not listed, it may be temporarily unavailable or unavailable due to compliance requirements. OXeSIM continues to support a wide range of destinations across Local, Regional, and Global plans while maintaining compliance with applicable regulations.
Checkout & Payment
Do I need an account before checkout?
Yes. You need an account before completing checkout. This helps us keep checkout secure and reduce spam or abuse. The account step is built into the flow, so you will be guided there automatically during checkout.
How do I sign in or register?
If you already have an account, enter your email and password and click Login, or use an available social sign-in option such as Sign in with Google. If this is your first time, enter your email and password under Register and click Register, or use an available social sign-in option to create your account.
Can social sign-in be used for both login and registration?
Yes. Social sign-in options such as Sign in with Google can be used for both login and registration.
What happens after I sign in or register?
After signing in or registering, you will continue to Secure Checkout to complete your order.
What do I need to enter at checkout?
At checkout, select your billing country, which should match the country that issued your payment card or payment method. You will also see your eSIM Details and Subtotal before completing payment.
Can I use a promo code?
Yes. If you have a promo code, enter it at checkout and make sure the discount is applied before you complete your purchase.
What payment methods are available?
Available payment methods are shown during checkout. If you are using a supported iPhone or iPad device, you may also see Buy with Apple. Other available options may include Debit & Credit Cards.
Why don’t I see Buy with Apple?
Buy with Apple may only appear when you are using a supported Apple device. If it is not shown, choose another available payment method such as Debit & Credit Cards or PayPal.
What happens after my payment is successful?
After a successful purchase, you will see your Order details, including the eSIM Installation & Usage section, where you can access your installation options and eSIM information.
Installation & Activation
What installation options are available?
After purchase, open your eSIM in My eSIMs and use one of the available options under eSIM Installation & Usage:
- Install eSIM on supported iPhone and iPad devices
- Show QR Code
- eSIM Instructions – PIN: XXXX
What is the fastest way to install my eSIM on iPhone or iPad?
If Install eSIM is available on your supported iPhone or iPad, that is the fastest and easiest direct installation option.
Can I install my eSIM using a QR code?
Yes. If Install eSIM is not available, use Show QR Code in My eSIMs and scan it with your phone. You can also find the QR code from the PDF file sent by email after purchase.
What is eSIM Instructions - PIN: XXXX used for?
eSIM Instructions – PIN: XXXX gives you more detailed installation and usage information, including additional plan and network details. It is useful if you want more control or need more detailed setup guidance.
What should I do after the eSIM is installed?
Go to Settings → Cellular, open the OXeSIM line, make sure Turn On This Line is on, and turn Data Roaming on.
Then go to Settings → Cellular → Cellular Data and select the eSIM line you purchased from OXeSIM.
What if I bought a Data/Calls/Texts plan?
If you purchased a Data/Calls/Texts plan, also go to Settings → Cellular → Default Voice Line and select the OXeSIM line.
Do I need to configure everything manually?
In most cases, no. Once you install the eSIM and tap Activate, the setup is mostly automatic. You may only need to confirm that the OXeSIM line is turned on and selected under Cellular Data.
How can I make my data last longer?
We recommend setting your device to Low Data Mode after installation to help reduce unnecessary background data usage.
How do I know if my eSIM is activated?
In My Account → My eSIMs, you can view your eSIM status:
- NOT ACTIVATED
- ACTIVATED
- EXPIRED
You can also see remaining data and, once activated, the expiration date.
Why is my eSIM installed but not working yet?
Installation alone is not enough. Make sure the OXeSIM line is turned on, Data Roaming is enabled, and the OXeSIM line is selected under Cellular Data. If you purchased a Data/Calls/Texts plan, also select the OXeSIM line under Default Voice Line.
Most common reason, IMPORTANT: Settings → Cellular → Cellular Data Select the OXeSIM line.
How should I install my eSIM if I want the easiest option first?
Use Install eSIM button first if it is available on your supported iPhone or iPad for a direct installation. If it is not available, use Show QR Code. Use eSIM Instructions – PIN: XXXX only if you need the manual option.
My Account & Orders
Where can I view my purchased eSIMs?
Go to My Account → My eSIMs to view all of your purchased eSIMs.
What can I see in My eSIMs?
In My eSIMs, you can open any eSIM to view its order details, installation options, remaining data, status, and expiration date after activation.
Can I access my eSIM without checking my email?
Yes. You can always access your eSIM from My Account → My eSIMs. This is the recommended and easiest way to manage your eSIM.
What will I see after I open an eSIM in My eSIMs?
You will see your Order details and the eSIM Installation & Usage section, where you can access:
- Install eSIM on supported iPhone and iPad devices
- Show QR Code
- eSIM Instructions – PIN: XXXX
What do the eSIM status labels mean?
Your eSIM may show one of these statuses:
- NOT ACTIVATED — the eSIM has not been activated yet
- ACTIVATED — the eSIM is active
- EXPIRED — the plan has ended
Can I see how much data I have left?
Yes. In My eSIMs, you can view your remaining data for each eSIM.
Can I see my eSIM expiration date?
Yes. After activation, the expiration date will be shown in your eSIM details in My eSIMs.
Will I still receive my eSIM by email?
Yes. You will also receive a confirmation email with your eSIM details and installation information for your records. However, My Account → My eSIMs is the easiest place to access your eSIM at any time.
What should I do if I bought an eSIM but cannot find it?
First, check My Account → My eSIMs. If it is not there, check your confirmation email. If you still cannot find it, contact support.
Do I need a top-up to use the same eSIM again?
No. OXeSIM uses a simplified Order again flow instead of a traditional top-up process. Simply go to My Account → My eSIMs, open the eSIM you want to use again, click Order again, complete checkout, and activate it the same way.
Should I rely on my email first after purchase?
Troubleshooting
My eSIM is installed but I have no connection. What should I do?
Go to Settings → Cellular, open the OXeSIM line, make sure Turn On This Line is on, turn Data Roaming on, then go to Settings → Cellular → Cellular Data and select the OXeSIM line.
My eSIM is installed but still not working. What should I do?
Make sure you are in a supported destination and connected to a supported network. Also make sure the eSIM was installed and activated while you had a stable internet connection.
We strongly recommend installing and activating your eSIM before travel or before leaving the airport.
Most common reason, IMPORTANT: Settings → Cellular → Cellular Data Select the OXeSIM line.
I don’t see Install eSIM button. What should I do?
Install eSIM is only available on supported iPhone and iPad devices. If it is not shown, use Show QR Code. If needed, use eSIM Instructions – PIN: XXXX as the manual option.
My plan is active but data is not working. What should I do?
Make sure the OXeSIM line is selected under Settings → Cellular → Cellular Data.
If you purchased a Data/Calls/Texts plan, also select the OXeSIM line under Settings → Cellular → Default Voice Line.
Can I remove and reinstall my eSIM?
No. Removing and reinstalling an eSIM is not a supported troubleshooting step. Once an eSIM is installed on your device, do not remove it. If you have connection issues, keep the eSIM installed, restart your device, and follow the steps in our Help Center.
Warning: eSIMs cannot be reinstalled after uninstalling.
Refunds & Policies
Are eSIM purchases refundable?
No. All sales are final to the maximum extent permitted by law.
Can I cancel after purchase?
No. Once an eSIM is issued, assigned, delivered, displayed, installed, activated, or used in whole or in part, it is non-refundable and non-cancellable.
Can I get a refund if my device is not compatible?
No. Customers are responsible for confirming device compatibility before purchase. ALL SALES ARE FINAL.
Can I get a refund if I have not used any data?
No. Zero usage does not make the order refundable after delivery.
Where can I review OXeSIM's full policies?
Visit the Legal Center to review the latest versions of our policies and terms.
Still need help? Contact support team and we’ll get back to you as soon as possible.