Help & Support
Find answers to common questions or contact our support team
Frequently Asked Questions
Find answers to common questions or contact our support team
iPhone (iOS): • In Settings → Cellular, select the sim.do eSIM as "Cellular Data" (Note: The eSIM may also appear as "Travel", "Personal", "Business", "Secondary" or as the carrier name.) • Enable Data Roaming • Check APN settings via the blue button in your order confirmation email • If you see "No Signal": toggle airplane mode on/off or restart your device • If only "3G" is shown: update iOS to the latest version Android: • Select the sim.do eSIM as "Mobile Data" (Note: The eSIM may also appear as "SIM 2", "eSIM", "Secondary" or with the carrier name.) • Enable Data Roaming • Check APN settings via the blue button in your order confirmation email • Restart your device
Currently, these are data-only plans. For calls and messages, please use VoIP apps like WhatsApp, FaceTime, Skype, Telegram, etc. Important note: Some countries block or restrict VoIP services (e.g., UAE, China). Please check your destination country's local regulations in advance. Alternative: Use your main SIM for phone calls (possibly with roaming) and the sim.do eSIM exclusively for data.
No. Once an eSIM is activated, it cannot be transferred to another device for security reasons. If you need to switch devices: Please contact our support at support@sim.do. We'll check if a new eSIM provision is possible.
Yes, you can use your main SIM and sim.do eSIM simultaneously. Most smartphones support Dual SIM with one physical SIM and one eSIM. You can have both profiles on your device and switch between them or use both in parallel. Practical benefit: Use your main SIM for calls and the sim.do eSIM for mobile internet – saving on roaming fees. Note: Exact Dual SIM implementation varies by device.
Prepaid. You pay upfront and maintain full cost control. Benefits: No hidden fees, no contracts, and no surprise bills. You know exactly what you're paying.
Yes, hotspot sharing is generally possible with our eSIM plans. Requirements: • Your device must support hotspot functionality • The local network allows tethering (no problem in most countries) Note: Please check if hotspot is permitted by the network provider in your destination country. In rare cases, this may be restricted.
The eSIM is automatically activated as soon as you use it in the destination country and establish a data connection. Recommendation:
Before travel: Install the eSIM at home via WiFi
Important: Disable "Mobile Data" for the sim.do eSIM until arrival
At destination: Turn on "Mobile Data" and "Data Roaming" for the sim.do eSIM The validity period starts from the first data usage – not from the purchase date. So you can safely buy in advance.
Top-ups are currently not available. The quickest way is to purchase a new eSIM. We are working on bringing this feature back and will update you as soon as top-ups are available again.
⚠️ IMPORTANT: Removal is permanent – data and plan will be lost. Do not delete the eSIM if you still have data or validity remaining. Accidental deletion of an activated eSIM cannot be refunded. How to delete the eSIM: iPhone: Settings → Cellular → Cellular Plans → select plan → Remove Google Pixel: Settings → Network & Internet → Mobile network → select eSIM plan → Remove Samsung: Settings → Connections → SIM manager/Mobile networks → select eSIM plan → Remove
The usage display in our system is not always in real-time. Check your actual usage under Settings → Cellular (or Data Usage) on your device. Further checks:
Make sure "Mobile Data" is enabled for the sim.do eSIM
Check if "Data Roaming" is activated
For APN settings, click the blue button in your order confirmation email
Restart your device
5. In rare cases, the counter may update with a delay – wait 5–10 minutes If the problem persists: Contact support@sim.do
Move to a location with better signal strength (3G/4G/LTE/5G). Restart your device. Common causes: • In rural areas, the network may switch between 3G and 4G – this is normal • Buildings, mountains, or tunnels weaken the signal • Network congestion during peak hours Further steps:
Manually select a different network (Settings → Cellular → Network Selection)
Disable and re-enable airplane mode
Check if you still have data volume available Support: support@sim.do
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