Frequently asked questions
Common travel eSIM FAQs covering installation, compatibility, data needs, refunds, and how long it takes to activate eSIM service. Can't find what you need? Get in touch.
What is an eSIM?
An eSIM is a digital SIM built into your phone. Instead of a physical card, you download a plan and activate it. No store visit, no swapping SIMs. Perfect for travel.
Is my phone eSIM compatible?
Most newer iPhones (iPhone XS and later) and many Android phones support eSIM. Check your phone settings for 'Add cellular plan' or 'eSIM' - if you see it, you're good. We also have a blog post on compatibility if you need more detail.
eSIM vs physical SIM - which is better for travel?
eSIMs are ideal for travellers: you buy before you go, install at home, and activate when you land. No hunting for a store or fumbling with SIM trays. Physical SIMs can be cheaper in some countries, but eSIMs save time and stress. For short trips especially, eSIM is usually the better choice.
How does activation work?
After purchase, you get a QR code by email. Scan it on your phone to install the eSIM. On iPhone, you can also tap 'Install on iPhone' for a one-tap setup, or enter the SM-DP+ address and activation code manually if the QR code doesn't work. The eSIM stays dormant until you're abroad. When you land, turn on cellular data for the travel plan in your phone settings. No extra steps - you're connected.
When should I install the eSIM?
You can install it anytime before or during your trip. Many people do it at home so it's ready. You need internet (Wi-Fi or your usual data) to download it. Once installed, you just activate when you arrive at your destination.
How much data do I need?
It depends on how you use your phone. Light use (maps, messaging) might be 1-2 GB per week. Streaming, video calls, and heavy browsing can use 5-10 GB or more. We offer plans from 1 GB up to 80 GB (and Unlimited for some regions), so you can pick what fits your trip. Check our blog for a data usage guide.
What if I don't use all my data?
Unused data expires when your plan's duration ends. We don't offer refunds for unused data, but our plans are priced to match typical travel needs. Choose a plan that matches your expected usage.
Do you offer refunds?
We can help with issues like activation problems or plans that don't work as expected. Contact us with your order details and we'll work with you. Refunds aren't available for simple change-of-mind after activation.
Can I keep my Canadian number while using the eSIM?
Yes. Most eSIM-capable phones support dual SIM, so you can keep your Canadian SIM for calls and texts and use the travel eSIM for data. You'll use the local network for data when abroad, which avoids roaming fees.
How fast do I get my eSIM after buying?
Your QR code is sent to your email within minutes of purchase. In most cases it arrives instantly. Check your spam folder if you don't see it within a few minutes.
Can't scan the QR code?
If the QR code doesn't work, you have two options. On iPhone: tap the 'Install on iPhone' link in your order email or on the success page - it opens directly in Settings. Or enter manually: go to Settings -> Cellular -> Add eSIM, then choose 'Use a different cellular plan' and enter the SM-DP+ address and activation code we sent. Both are in your order confirmation email.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex) through Stripe. You pay in CAD - no currency conversion surprises.
Can I use one eSIM on multiple devices?
No. Each eSIM is tied to a single device. Once you install it on a phone, it can't be transferred. If you need data on a tablet or second phone, you'd need a separate plan.
Do I need to be in Canada to buy?
No. You can buy from anywhere. We're built for Canadian travellers - we price in CAD and our support understands Canadian needs - but you can purchase before you leave or from abroad.