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Usually just one setting is missing: the eSIM must be switched on and its data roaming must be on, even if you never use roaming otherwise. At your destination your eSIM is a guest on a partner network. It costs nothing extra from us.

Settings › Mobile Service/Cellular › tap your eSIM › “Data Roaming” (on some iPhones “International Roaming”)Settings › Connections › “Mobile networks” › “Data roaming” for the eSIM › “All networks” (not “National roaming only”)Settings › Network & internet › “SIMs” › tap the eSIM › “Roaming”

Then restart your phone once and wait 2–5 minutes.

Yes, data roaming has to be on for the eSIM, even in your own country. It runs on a foreign partner network. It never costs anything extra from us ✅

Roaming can stay off on your home SIM. Our tip: switch off your home SIM while travelling, or keep its data roaming off. Then your home provider can’t charge you anything.

After landing or crossing a border, the phone often still clings to the old network. First restart your phone completely. If that doesn’t help, pick the network manually:

Settings › Mobile Service/Cellular › tap your eSIM › “Network Selection” › “Automatic” offSettings › Connections › “Mobile networks” › “Network operators” › “Select automatically” offSettings › Network & internet › “SIMs” › the eSIM › “Automatically select network” off

Then tap one of the networks shown. Switch back to “Automatic” after your trip.

A slow connection is often down to the chosen operator. Try another one: Settings › Mobile Service/Cellular › tap your eSIM › “Network Selection” › “Automatic” offSettings › Connections › “Mobile networks” › “Network operators” › “Select automatically” offSettings › Network & internet › “SIMs” › the eSIM › “Automatically select network” off, then tap a different operator. On Android it sometimes helps to choose “LTE/4G” instead of “Automatic” under network mode. Reception is weaker inside buildings and in the countryside.

With Unlimited plans, speed drops after the daily allowance, see Unlimited.

The APN is your eSIM’s internet address. It usually sets itself. If it’s empty or shows a previous provider’s entry, enter it manually:

Settings › Mobile Service/Cellular › tap your eSIM › “Mobile Data Network”Settings › Connections › “Mobile networks” › “Access Point Names”Settings › Network & internet › “SIMs” › the eSIM › “Access point names”

You’ll find the right value in your eSIM email or in the app under your eSIM. Check first that the eSIM’s data roaming is on.

After a border the phone often still clings to the old network. Please restart it completely, then it picks the new one ✅ If that doesn’t work, pick the network manually.

Important: a country eSIM only works in the country you bought it for. For several countries there are regional plans. Which countries are included is shown on the product page.

Usually the data is used up or the validity has expired. You can see both in the POVNOMAD app under your eSIM. Out of data? Top up right in the app or on the website.

If there’s data left, a restart or picking the network manually helps. If there’s an outage on the partner network, we’ll get back to you as soon as we know more.

Don’t worry, your eSIM is almost always installed already. The message is a known iOS display glitch. Close it and don’t scan again: each code works only once, a second try gives “code no longer valid”.

You’ll find your eSIM under Settings › Mobile Service as the lowest line. Turn on the line and data roaming there.

The easiest way: open your eSIM email or the POVNOMAD app on your phone and tap “1-click installation”. If the iPhone asks about the plan: “Data only”. Best do it now, on Wi-Fi ✅

The phone names the eSIM itself, e.g. “Business”, “Travel”, “Secondary” or “Plus”. Sometimes a foreign network name appears. On iPhone it’s usually the lowest line.

Settings › Mobile Service/Cellular › section “SIMs”Settings › Connections › “SIM manager”Settings › Network & internet › “SIMs”

You can install the eSIM any time, ideally before you fly, on Wi-Fi. At home it shows “No Service”; it only connects at your destination. That’s also when the validity starts ✅

Tip: turn on the eSIM’s data roaming right away. It costs nothing at home.

Common reasons: weak Wi-Fi, no internet connection while adding, or the email was opened on another device. Try again on stable Wi-Fi, directly on the phone that will use the eSIM. If it doesn’t work in the app, use the button in the eSIM email.

If the phone says “not supported”, quickly check whether it supports eSIM.

Choose “Data only”. Your eSIM is for internet; calls and texts keep running on your home SIM. Picked something else by mistake? No problem: at your destination, select the eSIM under Mobile Data.

Type *#06# in the phone app. If you see an EID, your phone supports eSIM ✅ Best check this before you buy. Every product page also has the device check.

You see an EID and it still doesn’t work? Phones bought from a mobile carrier can have a SIM lock.

Message us with your order number or POV code. Our service team will check what’s possible. Please don’t scan the old code again, it only works once.

An installed eSIM is tied to the phone and unfortunately can’t be transferred. Message us with your order number and we’ll see what’s possible.

Each eSIM belongs on exactly one phone. For travel companions, just buy a separate eSIM. You install each one from its own email. If you only want to share your internet, hotspot works too.

eSIM adapters don’t always work with our eSIMs, and we can’t offer support for them. The safest way is to install the eSIM directly on an eSIM-capable phone.

The eSIM usually arrives by email in under 5 minutes; with PayPal the payment check can take a moment. Please also check your spam folder. Nothing there? Send us your order number and we’ll check right away.

Please send us your order number and the correct email address. We’ll then send the eSIM to the new address.

With Amazon orders we don’t receive your email address. That’s why you pick up your eSIM on our pickup page. The details are also in the starter pack sent by post.

For tax reasons we can’t invoice every country yet. You’ll see which billing countries are possible in the list at checkout. We’re adding more all the time.

If your eSIM hasn’t used any data yet, you can return it within 30 days of purchase. Just message us with your order number. Top-ups are excluded.

Your phone doesn’t support eSIM? Check quickly and message us.

You can see your remaining data and validity in the POVNOMAD app under your eSIM, sometimes with a short delay. Bring website purchases into the app with your POV code.

High usage often comes from photo backups, app updates or videos in the background. Which app uses how much is shown in your mobile settings.

For GB plans, yes: in the app under your eSIM or on our top-up page with your ICCID. This also extends the validity ✅ Top up at least 24 hours before it expires; after that you need a new eSIM. After topping up, a restart is enough.

Yes, by 1–30 days on the same eSIM, as long as it hasn’t expired. Use our extend page with your ICCID or POV code, no new QR code needed. Not every Unlimited eSIM is included yet (e.g. regional plans).

Unlimited includes a daily allowance at full speed: Smart 1 GB, L 2 GB, XL 3 GB. After that it continues without limit, but at up to 1 Mbit/s. Full speed is back roughly every 24 hours ✅

Only with the first connection at your destination, not at purchase or installation. You can activate the eSIM up to 120 days after purchase.

Our eSIM is for internet only: no number of its own, no texts or calls. Your number keeps working as usual on your home SIM.

Yes. WhatsApp keeps your usual number; the data comes via the eSIM. WhatsApp calls work too.

Yes, hotspot works with all our eSIMs at no extra cost.

Yes. The data runs via Hong Kong or Singapore, so you don’t need a VPN.

No. It can stay on for calls and texts. Just keep its data roaming off, then your home provider won’t charge you. Your iPhone uses at most two lines at the same time. If you have more, switch off one home line.