Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you download a mobile data plan by scanning a QR code. Your phone can hold an eSIM alongside your normal SIM, so you can use local data abroad and still keep your usual number.

Question 2

Which phones support eSIM?

Accepted Answer

Most iPhones from the XS and XR onwards, recent Samsung Galaxy and Google Pixel phones, and many other recent Android phones support eSIM. Your phone must also be network unlocked.

Question 3

Can I keep my normal SIM and number?

Accepted Answer

Yes. Your normal SIM stays in place, so you can still receive calls and texts on your usual number. Keep data roaming off on your home line to avoid charges from your usual carrier.

Question 4

Does the plan include calls or texts?

Accepted Answer

No. Teletum plans are data only, with no phone number, calls, texts or emergency calls. You can usually call and message over the internet with apps such as WhatsApp, FaceTime or Telegram, although some countries restrict internet calls. Keep your normal SIM active for emergency calls.

Question 5

What is a regional plan?

Accepted Answer

A regional plan works in several countries with a single eSIM, which is useful if you are crossing borders. Each regional plan page lists the countries it covers.

Question 6

When should I install my eSIM?

Accepted Answer

Install it a day or two before you leave, while you are on reliable Wi-Fi. For most plans, validity starts when the eSIM first connects in your destination, so installing early does not use any of it. If your plan page says validity starts on installation or purchase, install it shortly before you travel.

Question 7

How do I install the eSIM?

Accepted Answer

Open your order page on another screen, then scan the QR code from your phone's mobile or SIM settings. Our step-by-step guide covers iPhone and Android.

Question 8

I cannot scan the QR code

Accepted Answer

You cannot scan a code on the same screen you are reading it from. Open your order page on a laptop, tablet or another phone, or print it. Alternatively, use the manual option on your phone and paste the details from your order page. On iPhone with iOS 17.4 or later, you can tap Install on this iPhone instead.

Question 9

My phone says the eSIM cannot be added

Accepted Answer

Check that you are on a stable internet connection and that your phone is network unlocked. Restart your phone and try again. If you see a message that the code is no longer valid, the eSIM may already be installed. Look for it in your mobile or SIM settings before trying again, then contact us with your order reference.

Question 10

Can I install the same eSIM on two phones?

Accepted Answer

No. Each eSIM can be installed on one device only. If you are travelling with someone, buy a plan for each phone.

Question 11

When does my plan start?

Accepted Answer

It depends on the plan, and each plan page shows the rule before you buy. Most plans start when the eSIM first connects to a supported network in your destination. Some start when you install the eSIM, and some start as soon as you buy. Where we cannot confirm the rule, we show that validity may start when you buy.

Question 12

Why do I need to turn on data roaming?

Accepted Answer

Travel eSIMs connect through local networks abroad, so your phone treats them as roaming. Turn on data roaming for the Teletum line only. Keep it off on your home line.

Question 13

How do I choose which line uses data?

Accepted Answer

On iPhone, go to Settings → Mobile Service → Mobile Data and choose Teletum. On iPad, go to Settings → Mobile Data and select the Teletum plan. On Android, open your SIM settings and set Teletum as the mobile data SIM.

Question 14

Can I share my data as a hotspot?

Accepted Answer

Often, yes, but hotspot is not guaranteed because some networks block it. Turn on Personal Hotspot on iPhone, or Hotspot and tethering on Android, while Teletum is your mobile data line.

Question 15

How do I check how much data I have left?

Accepted Answer

Go to My eSIMs in your account to see each plan and how much data has been used. Your phone also shows usage per line in mobile or SIM settings.

Question 16

What happens when my data runs out or the plan expires?

Accepted Answer

Data stops when you reach your allowance or the validity ends, whichever comes first. Unused data does not carry over. You will not be charged anything extra.

Question 17

My eSIM is installed but I have no internet

Accepted Answer

Work through these in order: make sure the Teletum line is turned on, set it as your mobile data line, switch on data roaming for it, then switch Airplane Mode on and off. If it still does not connect, open the Teletum line's network selection, turn off automatic selection and pick another network from the list. Restarting your phone can also help.

Question 18

My connection is slow

Accepted Answer

Speeds depend on the local network and your location. Try moving to a different spot, restarting your phone, or manually selecting another network in the Teletum line's settings.

Question 19

I deleted my eSIM by mistake

Accepted Answer

Most eSIMs can only be installed once, so a deleted eSIM usually cannot be added again. Contact us with your order reference and we will check what we can do.

Question 20

I changed my phone. Can I move my eSIM?

Accepted Answer

eSIMs are tied to the phone they were installed on. Some newer iPhones can transfer an eSIM during setup, but this depends on the network. If it does not move across, contact us with your order reference.

Question 21

How can I pay?

Accepted Answer

Card payments are taken on a secure hosted checkout run by our payment provider. Depending on your country you may also see bank transfer or local payment methods. You can also pay with your Teletum balance.

Question 22

Which currency am I charged in?

Accepted Answer

All prices are in US dollars. If your card is in another currency, your bank converts the amount and may add its own fee.

Question 23

I did not receive my eSIM email

Accepted Answer

Check your spam or promotions folder first. You never need the email to install: your QR code and details are always on your order page in your account.

Question 24

Where can I find my orders?

Accepted Answer

All orders, with their status and amount, are listed under Order history in your account.

Question 25

How does my Teletum balance work?

Accepted Answer

You can add credit to your Teletum balance and receive 5% extra. Your balance can pay for all or part of a plan, but cannot be combined with promo codes. Teletum Credit can only be spent on Teletum and cannot be exchanged for cash.

Question 26

How do I use a promo code?

Accepted Answer

Enter your code at checkout and choose Apply. Promo codes cannot be combined with your Teletum balance.

Question 27

Can I get a refund?

Accepted Answer

Plans that have not been installed or started can be refunded within 30 days of purchase. Once a plan is installed or started, we refund only where a network fault stops the service, you told us before the plan ended and within 30 days of purchase, and we could not fix it, or where the plan was materially different from how we described it. Top-ups can be cancelled within 14 days if none of the credit has been spent. We cannot refund for an incompatible or locked phone, installation instructions not followed, a deleted eSIM, data already used, a change of travel plans, slower speeds in particular places, or a plan that started on purchase as its plan page said. If your eSIM has not been installed, open your order and choose Refund this eSIM. We cancel the eSIM and refund you straight away. You can have card payments added to your Teletum balance at once, or sent back to your card. We send card refunds within 5 working days, or within 2 if we could not deliver your eSIM, and your bank can take a further 5 to 10 working days. For any other refund, contact us with your order reference.

Question 28

I forgot my password

Accepted Answer

Use Forgot password on the sign-in page. We will email you a link to choose a new one.

Question 29

How do I change my details?

Accepted Answer

Go to Account settings to update your name, phone number and backup email address.

Question 30

How do I delete my account?

Accepted Answer

Go to Account settings and choose Delete my account. Installed eSIMs keep working until their plan ends, but any remaining Teletum balance is lost, so spend it or ask about a refund first.

How can we help?

Getting started

Installing your eSIM

Using your eSIM

Troubleshooting

Orders, payments and balance

Your account

Still need help?