A little help.
Then onward.

An eSIM is a digital SIM. Install a mobile profile on your device to use your chosen data plan within its coverage area. There is no physical SIM to swap.

Your exact device model must support eSIM and be carrier-unlocked. This can vary by model, sales region and carrier. Check the manufacturer's specifications and whether your mobile settings offer an option to add an eSIM. If unsure, send us the exact model before buying.

No. Your destination, trip length and data needs only help us recommend a plan. You buy a predefined package with its own duration. Its activation conditions and installation deadline are shown with the plan and in your contract documents.

It depends on the package: some start when first connecting to a supported network, others on installation. Check the activation conditions before purchase and installation. Choosing a trip length in our planner does not start the plan.

The plans offered here are data eSIMs without a phone number. Standard calls and SMS are not included. You can use internet-based services such as messaging apps with the data plan. Calls and texts on your existing SIM remain subject to that SIM's pricing.

The coverage area stated in your plan is what matters. A country plan does not automatically include neighbouring countries. Check the included destinations for regional plans. Speed and coverage can vary by location.

Open the secure link in your eSIM delivery email. Depending on the package, it contains a QR code, an Apple installation link and/or manual installation details. Keep the link and activation details private.

Connect to reliable Wi-Fi and open your order's installation instructions. Use the supplied Apple link or go to Settings / Cellular/Mobile Service / Add eSIM and follow the QR or manual setup instructions. Name the plan, for example, Travel. Menu names can differ by iOS version.

While connected to Wi-Fi, open your SIM or mobile network settings and choose Add eSIM or Download a SIM. Follow your order's QR or manual setup instructions. On Samsung this is often under Connections / SIM manager; on Pixel under Network & Internet / SIMs. Labels vary by device.

Use the direct installation link, if offered, or the manual setup details. Alternatively, display the QR code on a second trusted screen and scan it with your phone. Do not publish it or send it to third-party QR services.

Read your package's activation conditions first. If validity starts on installation, avoid installing too early. If it starts on first connection in the coverage area, you can often prepare beforehand. Downloading the profile requires a working internet connection.

First check whether the profile is already listed in your SIM settings. Many profiles can only be installed once. Do not delete an existing eSIM as a troubleshooting step. If it is missing or setup fails, send us the error message and your device model, without the full QR or activation code.

Check that you are in the coverage area, your travel eSIM is enabled, it is selected for mobile data and roaming is enabled for that eSIM. Compare APN and network settings with the supplied instructions. Briefly toggle flight mode or restart the device. Do not delete the eSIM.

Follow your package instructions; travel eSIMs often require data roaming. Enable it specifically for the travel eSIM. Keep roaming off on your home SIM if you want to avoid its roaming charges. Also check automatic mobile data switching between SIMs.

An APN is the access setting for the mobile data network. If manual setup is required, the exact value is included in your installation information. Use those values rather than guessing. Some devices do not show an editable APN field.

Try automatic network selection first unless your instructions specify otherwise. If it does not connect, you can manually choose a network supported by your plan. A network being visible does not mean it is included.

Speed depends on location, signal, network congestion, device and plan. Try a different location and check your remaining data and any fair-use limits. 5G requires a compatible device, plan and available coverage.

If your device supports dual SIM, this is often possible. Select the travel eSIM for mobile data and check your home SIM's roaming and data-switching settings. Your regular number may remain available for calls and texts, which may incur charges from your existing provider.

It depends on the plan and device. Check the plan and installation information for hotspot or tethering conditions. Connected devices use the same data allowance; their updates and videos can consume it quickly.

Please check with us first. Some profiles cannot be reinstalled or transferred to another device. Temporarily disable the eSIM if needed and contact us before deleting it.

Check spam, promotions and the email address used at checkout. Order confirmation and eSIM delivery may arrive separately. If nothing arrives after a few minutes, contact us with your order number, if available, and purchase email. Avoid placing a second order just to troubleshoot.

Check the status on the payment or order page. A temporary bank authorisation is not always a completed payment. If you see a debit but no order arrives, contact us before paying again. Never send full card or bank account details.

Contact us with your order number and a reachable reply address. For security, we must verify ownership before changing access or delivery details. Do not send full payment details or activation codes.

You do not need a RoloSim customer account to buy. Your secure order link arrives by email. Install the eSIM in your device settings using the instructions provided with your order.

You can download the contract summary and product information before buying. Your order confirmation includes the documents applicable to your purchase. Contact us with your order number if anything is missing.

Open the top-up section through your secure order link. Alternatively, request fresh access under Top up data using your order number and purchase email. If top-up packages are available for your eSIM, you can choose one and pay separately.

For security, only to the original purchase email. A newly requested top-up link lasts 24 hours and does not reveal installation codes. If you no longer have access to that mailbox, contact us for verification.

Not every eSIM or plan supports top-ups, and availability can change. If no suitable package is available, a new eSIM may be needed. Do not buy an unrelated top-up intended for a different eSIM.

A top-up is assigned to your existing eSIM. Do not install a new eSIM or delete the current profile for a top-up. Its start depends on its activation conditions and the status of previous packages.

You can enable or disable optional service updates on the order or top-up page. When corresponding provider notifications are available, we email you about low data or approaching expiry. These updates are not a real-time usage display. No automatic top-ups take place.

The trip length in the planner was a recommendation, not a date reservation. Check your purchased package's installation deadline, activation conditions and validity. Once started, validity is not automatically paused or extended when travel plans change.

Contact us, ideally before installation or use, with your order number and intended destination. Whether a change or refund is possible depends on the terms, delivery and usage status, and your statutory rights. We will review your individual case.

The withdrawal notice explains the conditions and consequences. Use the online withdrawal function to submit your declaration directly and receive an acknowledgement. A separate support request is not required; you may also use the other methods stated in the notice.

Once processed, a refund normally goes to the original payment method. When it appears depends on the payment provider and your bank. If you have received refund confirmation but the credit is missing, contact us with your order number.