eSIM stands for embedded SIM and allows you to get connected to mobile network without a need for the physical SIM card.

No, this is not possible.

You can buy a top up plan in the app. The additional data will be tied to the main eSIM.

Yes, WOWconnect eSIMs support tethering / personal hotspot.

No, WOWconnect eSIMs are data only.

You can wait until you arrive at your destination to activate your eSIM, but please remember that you will need a Wi-Fi connection to perform the installation process.

Yes. Just make sure to turn off Data roaming option for your SIM card and turn on Data roaming option for your WOWconnect eSIM card.

If you cannot find the QR code or have deleted it by mistake, please get in touch with us via our Contact us page, and we’ll resend the code to you.

Only unlocked phones are compatible with eSIMs. You should make sure that your phone is not locked by a Mobile Network Provider (Carrier) before buying an eSIM from our store.

What is an “unlocked phone”?

Mobile phones rely on a Mobile Network Provider (Carrier) to make calls and connect to mobile data. If your phone is unlocked, this means that it can connect to any carrier's network. If your phone is locked, this means that, as part of your contract, it can only connect to one specific carrier's network. So if you insert a new SIM card or an eSIM, it won't work in your phone.

How to check if your phone is unlocked

There are four methods:

1. Where did you buy your phone?
   If you bought your phone directly from the manufacturer's store (Apple or Samsung, for example), it is probably unlocked. However, if you bought your phone from a telecom provider (such as Orange, AT&T or Movistar), then it might be tied to that specific provider, which means you cannot use an eSIM in it.
2. Use another SIM card
   The easiest way to find out if your phone is unlocked is to borrow a SIM card from a friend or family member. If you can use this SIM to make a call or send a text message on your phone, that means your phone is unlocked. If you cannot make calls or send text messages with the new SIM card, that means your phone is tied to your provider and cannot be used with eSIMs.
3. Check your settings (iPhone only)
   The following steps work with iOS 14 and later:
   1. Go to the Settings menu
   2. Scroll down and tap on General
   3. Go to the About section
   4. Now scroll down and look for Carrier Lock (or Service Provider Lock or Network Provider Lock). If you see “No SIM Restrictions”, that means your iPhone is unlocked and is compatible with eSIMs. If not, then your iPhone must be tied to a specific carrier.
4. Contact your provider
   As a last resort, you can contact your provider. They should be able to tell you if your phone is unlocked or if it's tied to their network. They can also help you unlock your phone.

Please follow the checklist so we can easily identify the problem:

1. Is your phone compatible with eSIMs and not locked to a single carrier network?
   If you've already checked whether your phone is compatible and not carrier locked, you can move onto step 2.
   If you're not sure, check our answers to questions number 2 and 10 to see if your phone meets all prerequisites for using eSIM.
2. Are you scanning from your phone's settings menu?
   You cannot scan the QR code from your phone's camera.
   You must go to your phone's settings menu and follow the right process so your phone knows you're scanning an eSIM.
   For more information on setting up your eSIM, check the relevant guide for your device:
   
   Install & activate your eSIM on iPhone/Android
3. Are you connected to Wi-Fi?
   You cannot install an eSIM without a Wi-Fi connection.
   If you're not connected, you won't be able to scan the QR code properly.
   We recommend installing an eSIM at home before you travel so you have a reliable Wi-Fi connection.
   Important: Scan the code to install your eSIM, but do not activate it for mobile data just yet. Wait until you arrive at your destination to activate data roaming.
4. Try setting up your eSIM manually
   If your QR code still isn't scanning, there might be a problem with your phone's camera.
   Every eSIM has a reference number that you can use to activate it.
   When prompted to scan the QR code, tap on “Enter Details Manually” and input the data that was sent to you for the manual installation.
5. Have you already scanned your eSIM QR code?
   An eSIM QR code can only be scanned once.
   It will not work if you try to scan it multiple times and you might receive a message saying: “Data plan cannot be added”.
   It might be that you have already installed your eSIM successfully, so go to your SIM card manager/Cellular settings to check whether the eSIM is in your phone.
   If your eSIM has not been installed, get in touch with us via our website.
6. If your eSIM QR code still doesn't work
   If you've tried all the methods above and still can't scan your QR code, please contact us directly via our online chat.
   Our customer support team works 24/7 and we're sure to find a solution!

If you don’t use up all your data then it will be lost and cannot be accessed again after the date specified.

Your eSIM can only be activated on one device. If you delete the eSIM from your phone, you will not be able to reuse it. You cannot scan the QR code on two devices.

Your eSIM data plan begins the moment you activate it on your phone.

You must scan a QR code to install your eSIM, however this does not start your data plan going.

After scanning the code, your eSIM will be downloaded and you will have the option to activate it, enabling data roaming. The number of days in your plan will start counting down when you do this.

If you leave your eSIM deactivated, your plan will not start and you will not lose any days from the length of your plan.

You can then activate it later when you arrive at your destination.

In short, the number of days in the plan will start counting down when you activate your eSIM, not when you install it.

No, you can buy an eSIM whenever you want.

After making your purchase, you can wait as long as you like before scanning the QR code.

Buying an eSIM does not automatically start your plan.

You can check this in the WOW connect app, section My Cards >> Active >> Details.

Yes, you can use WhatsApp with your eSIM just like normal. When you install an eSIM, you will keep your WhatsApp number, which means you will also keep all your conversations and contacts. You don’t need to worry about falling out of touch with your friends and family when you’re travelling.

Do not uninstall your eSIM if you still want to use it.

If you uninstall your eSIM, you will not be able to scan the QR code again and the eSIM cannot be recovered.

You should only uninstall your eSIM once you have finished using your data plan.

If your eSIM is not working, do not uninstall it!

Get in touch with our customer support team first. We will help you identify and resolve the problem.