eSIMS

Frequently Asked Questions

GENERALITIES

What devices can use eSIMs?

Currently mainly high-end devices.
New models of devices compatible with eSIM technology are added every week.
It is estimated that 10% of the devices produced right now have eSIM technology enabled, with this number reaching 50% by 2025.
Check here the latest update of compatible devices for eSIM.

How to install and activate an eSIM?

Activating an eSIM is very easy, you just need to follow a few simple steps and you’ll be immedately able to start using your data.
Check here the guide on how to install your eSIM

What is an eSIM?

The eSIM is a digital SIM that is embedded in electronic devices, which allows the user to access the Internet through a QR from anywhere in the world.

Keep in mind that:

You will be able to save up to 20 times less in roaming compared to the use of your national operators during your trips.
It does not require a physical SIM card, because it is directly integrated into the hardware of your mobile.
You can activate and manage data planes remotely.
When you arrive at your new destination, you will not have to worry about which operator you connect with, as it is an automatic process.

How to install an eSIM on an Iphone?

Acquiring an eSIM in our application

In the home section, select the option “Do you have a coupon?”
Choose the country you’ll be traveling to and enter the coupon code shared to you
Assign a name to your eSIM for easy identification

Activating the eSIM

Select your eSIM on MyeSIM section and press “Install”
Use another device to scan the QR code.
Navigate to your device’s Cellular settings, and under “SIMs,” you’ll see your eSIM in the process of activation.
Wait until the eSIM is shown as fully activated.
At the top of the same page, select “cellular data” and switch from your personal line to your new eSIM. This may appear as “Primary,” “Business,” “Travel,” or another chosen name. To avoid confusion, consider giving your eSIM a name according to your data plan.
Scroll through the list of SIMs, choose your eSIM, and activate the “data roaming” option.
Access “Cellular Data Network” and input the APN mentioned in your eSIM information.
Ensure that the data roaming on your personal line is turned off.

You’re now ready to stay connected!

How to install an eSIM on Android?

Acquiring an eSIM in our application

In the home section, select the option “Do you have a coupon?”
Choose the country you’ll be traveling to and enter the coupon code shared to you
Assign a name to your eSIM for easy identification

Activating the eSIM

Select your eSIM on MyeSIM section of the app and press “Install”
Go to Settings > Network & Internet
Tap “+” to add the eSIM.
Tap “Download a SIM instead” and then “Add eSIM”
Select “Scan carrier QR code”
Scan the QR code.
If is not working, tap on “Enter activation code” , and write it. This was provided in your esim information.

You’re now ready to stay connected!

Does Connectivity provide technical support?

Get specialized eSIM support 24/7! Write to us at +34 623311480 or email travelesimsupport@connectivityglobal.com. We have a team that will help you with any questions or incidents you may have.

What payment methods can I use to purchase a Connectivity eSIM?

Within our application, you will find multiple payment options. You can make purchases using the payment methods supported by Stripe, including transactions with Visa, Mastercard, American Express, Discover, and Diners Club cards, as well as China UnionPay, JCB, Cartes Bancaires, and Interac. Additionally, you can use Apple Pay and Google Pay for a more convenient checkout experience.

¿Is it possible to have more than 2 eSIMs installed and activated on my phone?

Within our application, you have the option to purchase more than one eSIM, and you can keep them installed simultaneously if your phone model allows it. Per eSIM, you can buy more than one data plan but that can not be activated simultaneously.

Remember: once you buy your first eSIM, you won’t need to go through the installation process again if you want to acquire a new data plan in case the previous one has expired.

Can I use eSIMs for more than one country?

Our data plans are offered independently in each of the 180+ countries where we currently have coverage. However, if your data consumption expires in the country you are currently in, you can recharge your eSIM with the data plan corresponding to the country you will be traveling to.

Can I send text messages or make calls with my eSIM?

With our eSIMs, you will have access to high-quality internet anywhere in the world. Making calls or sending text messages is not included in your data plan. However, we guarantee reliable connectivity so that you can use 3rd Party Communication Platforms” such as WeChat, Messenger, WhatsApp, among others.

How long can 1GB last?

As a reference, with 1GB, you can use your data consumption to send 1.5 million WhatsApp messages, send 10,000 emails, watch 5 hours of YouTube videos, or listen to 10 hours of music.

Where can eSIMs be used?

Today we can offer you this service in more than 180 countries thanks to our agreements with local operators. More countries are added every month.
Check here the list of countries currently available.

ABOUT THE APP

How do I buy a Connectivity eSIM?

To acquire an eSIM in our application, you only need to follow the following steps:

Scan the QR code provided by the company (travel agency, hotel, VIP lounge, etc.) that shared this eSIM information with you.
Download the My Travel eSIM app from Connectivity.
Create your user account.
Select “Do you have a coupon?”
Choose the country you will be traveling to.
Enter the coupon code provided by the same company of step 1.
Add a name for your eSIM
Follow the simple steps to install your eSIM.

And that ‘s it! You’ll be ready to enjoy unlimited connectivity during your adventure.

If you have any questions or issues, Connectivity has a dedicated support team available 24/7 to provide personalized assistance. To get in touch with us, please go to your profile section and click on “Contact us”. You will have the options to talk to us by email or through WhatsApp.

How can I recharge my eSIM?

If you run out of data allowance, no need to worry! You can easily and quickly recharge from the app without reinstalling your eSIM. Just follow these simple steps:

Go to the home section of the app.
Select “Manage your eSIM.”
Choose the eSIM you want to recharge.
Click on the “add data plan” button in the data management profile.
Select your current or travel destination country.
Choose the data plan that best suits you.
Proceed with the payment process.

And you’re all set to continue your adventures with uninterrupted connectivity!

How can I view the prices of eSIMs?

Discover the perfect solution you’ve been seeking! When it’s time to recharge your eSIM, simply choose your desired country, and instantly, a range of data plans will be available for you. Prices will vary depending on your preferred usage and duration options for the eSIM. It’s that easy!

Can I view the current consumption and purchase history of my eSIMs?

With our app, you can easily monitor your mobile data consumption from anywhere in the world. Just go to the “My eSIM(s)” section and select the eSIM you want to check. There, you’ll be able to see how many days are left for using your data and how much data is still available. It’s convenient and straightforward to keep track of your usage on the go!

Is it possible to purchase multiple eSIMs within the App?

Certainly! You can purchase and have multiple eSIMs installed simultaneously on your device if your model allows it. You can manage which eSIM you want to use from your mobile settings. However, it’s important to note that you can only have one data plan per eSIM, activated at a time.

I have a coupon, how can I use it?

To enter the coupon you have to simply follow the steps below:

Select “Do you have a coupon?”
Choose the country you will be traveling to.
Enter the coupon code provided by the company that shared to you the eSIM information
Add a name for your eSIM
Follow the simple steps to install your eSIM.

And that ‘s it! You’ll be ready to enjoy unlimited connectivity during your adventure.

How much time do I have to activate my data plan after purchasing it?

Once your first eSIM is installed, it will not be necessary to repeat the process when purchasing new data plans. Additionally, you will have a 90-day period to activate your plan on your phone; otherwise, you will lose the associated internet consumption.

Do I need to reinstall my eSIM to acquire a new data plan?

No, with a single eSIM, you can acquire different data plans by installing it on your mobile device just once. This means that when your first eSIM’s data allowance expires, you can easily recharge it without the need to reinstall it, whether you’re on your current trip or planning for the next one. It’s entirely up to you. Just keep in mind that this eSIM will remain valid for 1 year if you do not refill it.

What is the validity period of my eSIM?

When you purchase a new eSIM through our application, it will be valid for 1 year, regardless of whether you buy new data plans or not. After this period, it will be necessary to purchase a new eSIM and go through the installation process again on your mobile device.

TROUBLESHOOTING

My eSIM is not working

If you face connectivity issues with your eSIM, try restarting your device or resetting network settings. For further support, visit your profile section and click on “Contact us” to reach us via email or WhatsApp. We’re here to help!

My coupon is not working

If you encounter any issues with your coupon, please send us an email to esims@connectivityglobal.com providing us your name, coupon code, and the destination country of your upcoming travel. Our team will promptly assist you.

My QR code is not working

For iPhone

If your QR code doesn’t work, you can manually install your eSIM by copying and pasting the SP Code and Activation Code from the “eSIM Information” section. Then, switch to the new eSIM in the “Cellular” settings, activate data roaming, and enter the second APN from your eSIM information. If you need help, contact our support team.

For Android

To manually install an eSIM on an Android device, follow these steps: Open the “Settings” and go to “Network & internet” or “Connections,” depending on your device’s settings layout. Look for “SIM cards” or “Mobile network” options and select it. Tap on “Add mobile plan” or “Add carrier plan” (the wording may vary depending on your device). Choose the option to add an eSIM and enter the activation code and SP code provided to you. You may need to scan a QR code or enter the codes manually.Lastly, please follow the on-screen instructions to complete the installation process.

I don't have a connection to my eSIM network.

Ensure your eSIM is activated correctly on your device. Try restarting and connecting to Wi-Fi. Enable roaming during installation. For help, visit your profile and click “Contact us” to email or WhatsApp our team.

How do I configure the APN of my eSIM in Iphone?

If your eSIM was not installed using the QR code or the manual mode, you may need to configure your APN. To do this, go to the “My eSIM(s)” section, select the eSIM you are trying to install, and scroll down to the data management page to find all the information about your eSIM.Then, copy the APN shown in the box and follow these instructions:

1. Go to Settings and then to Cellular.
2. Choose the eSIM you are installing and navigate to “Cellular Data Network”.
3. In the APN section, paste the words you copied from the app.

How do I configure the APN of my eSIM in Android?

1. Go to Network & Internet, then to Mobile Network.
2. Choose the eSIM you are installing and go to the Network section.
3. Select “Access Point Names” and in APN paste the words you copied from the app.

REFUND POLICY

How do I get a refund?

Requests for refunds or changes are possible before eSIM activation or in case of technical issues post-activation. For any complaints or feedback, customers can contact us through email at esims@connectivityglobal.com. Our team will internally evaluate thronton situation. If approved, customers can choose between a money refund through the original payment method or a coupon for future use in our application. Please note that the refund process may take 24-78 hours to complete.

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