Frequently asked questions
What people ask us most about data eSIMs, in order: before you buy, when you install it, during your trip and when you pay.
Before you buy 13
What is an eSIM?
A digital SIM. Instead of a plastic card you have to pick up or wait for in the post, the profile downloads to your phone from a QR code and stays stored inside it.
Is my phone compatible?
Dial *#06#: if an EID number appears, it supports eSIM. It also has to be unlocked.
How many GB do I need?
An honest rule of thumb: between 0.5 and 1.5 GB a day for maps, messaging and social media. Ten days works out at 5 to 15 GB.
Can I buy it in advance?
Yes. The QR code keeps for months uninstalled, and your days don’t start until you connect at your destination.
Does it work if I buy it from another country?
Yes. The eSIM depends on where you’re going, not on your nationality or where you buy it.
Which network will I connect to?
We tell you for every destination, with the operator and whether it’s 4G or 5G.
Where does my traffic exit, and why does it matter?
It matters because some websites will treat you as if you were in that country: online banking may ask for extra verification, and your streaming catalogue won’t be the one you get at home.
Do you have unlimited plans?
Yes, in 18 destinations: Turkey, Japan, the United States, the United Kingdom, France, Spain, Italy, Portugal, Switzerland, South Korea, Thailand, Vietnam, Indonesia, China, Australia, Malaysia, Morocco and the Philippines. And we tell you exactly what that means: an unlimited GB plan gives you a daily allowance of data at full speed and, once you’ve used it, you carry on browsing at a reduced speed until the next day. The allowance and that speed vary by destination (in Turkey, 3 GB a day and then 1 Mbps; in Japan, 2 GB a day and then 256 Kbps) and you can see them on the destination page before you pay. All our other plans are by the gigabyte, with no daily cap.
Is there a contract or subscription?
No. No contract, no commitment. You pay once. You buy a plan for a trip and that’s it: no monthly fee and no automatic renewal.
What happens if I go to a country that isn’t in the pack?
You won’t have a connection there. A regional pack covers a fixed list of countries, not “the whole region”: it’s on each pack’s page, and it’s worth checking before you buy.
Is a regional pack’s data split by country?
No. It’s a single allowance for the whole region: whatever you use in one country comes off the same total, with no per-country quota.
Which operator will I connect to with a regional pack?
No single one. With single-country plans we tell you the local operator before you pay; with regional packs we can’t, because in each country it connects to whichever roaming partner applies. If you’d rather know in advance, go for the country plan.
Can I use a regional pack in just one country?
Yes, it works the same. But compare it with that country’s plan first: it usually works out better, and it also tells you which network you’ll use.
Installation 8
Can I install it before I travel?
Yes, and it’s the easiest way: on your home Wi-Fi. Installing it uses no data and doesn’t start the plan, which starts counting when the eSIM first connects to a network. Keep the line turned off until you arrive.How long do I have to activate the eSIM?
You have 180 days from purchase to activate it; if you don’t activate it in that time, it expires and can’t be refunded or topped up.
Do I need an internet connection to install it?
Yes, to download the profile. Your home Wi-Fi before you leave is the easiest option.
Does installing it use data or start the plan?
Installing it uses no data and doesn’t start the plan. Your plan starts counting when the eSIM first connects to a network in your destination country.
Do I have to take out my current SIM?
No. Both lines live side by side on your phone: yours for calls and texts, Glowi’s for data.
How many times can I use the QR code?
Just once. The profile downloads once and after that the QR code is used up. If you delete the eSIM from your phone, you’ll need a new one.
Can I move it to another phone?
Not directly: once deleted from a phone, it can’t be reinstalled with the same QR code. Write to us before you delete it and we’ll look at it with you.
What if my phone asks for an APN?
It happens on some Android phones. The value depends on the destination: you’ll find the ones for the most popular destinations, and how to enter them, in troubleshooting. For any other country, it’s on its destination page, next to the plans.
During your trip 6
When do my days start counting?
On your first connection to a network at your destination — not when you buy it, and not when you install it.
Do I keep my number and WhatsApp?
Yes. Your SIM stays in; the eSIM only carries the data.
Can I share my data with another device?
Yes, you can use your phone as a hotspot.
Can I make calls or receive texts with the eSIM?
No. It’s a data-only line: it has no phone number. For calls and texts you keep using your usual line, and over the internet WhatsApp, FaceTime and any other app work as normal.
What happens if I run out of data?
Your eSIM stops connecting, but it stays installed on your phone. If your plan can be topped up, go to My eSIM and tap “Add data”: the data and days are added instantly, with nothing to install. If it can’t, buy another plan for the same destination and install it as a new eSIM, with its own QR code.
What if it doesn’t work when I land?
Write to us and we’ll go through it with you. The most common cause is that data roaming hasn’t been switched on for the eSIM line.
Payment and refunds 3
How can I pay?
By card, Apple Pay, or Google Pay.
Which currency will I be charged in?
The one you choose: euros, US dollars or pounds sterling, in the selector at the top of the page. You’re charged in that same currency, and the price you see is exactly what you pay, with no conversion at checkout.
Can I get a refund on a top-up?
Top-ups are applied instantly and are non-refundable. The data and days are added to your eSIM as soon as you pay, with nothing to install.
Already travelling? Guides to keeping WhatsApp and your number, taking calls with dual SIM, turning on data roaming without roaming fees and what to check if your eSIM won’t connect on arrival.
Question not here?
Write to us and we'll get back to you: a real person will reply. If it's a problem with an eSIM you've already bought, tell us the destination, your phone model and what you can see on the screen: that way we can sort it out first time.