Frequently asked questions

An eSIM is a digital SIM built into a compatible device. It lets you add a mobile plan without inserting a physical SIM card.

Your phone must support eSIM and be unlocked for use with other networks. Compatibility can vary by model and country of purchase. Check our eSIM compatibility checker before ordering.

After your order is processed, we send the eSIM installation details by email. You can also follow the instructions in your My eSIM page.

Usually, yes. Installing before departure can make arrival easier, provided you have internet access. However, some plans start their validity period on installation or another specified event. Always check the activation policy shown for your plan before installing.

Open the installation details sent after purchase and follow the steps for your device. Installing an eSIM and starting its plan validity are not necessarily the same thing. See our iPhone and Android installation guide for step-by-step help.

Yes, on a compatible dual-SIM phone you can usually keep your regular SIM active for calls and texts while using your Astaroam eSIM for mobile data. Your home network may charge for calls, texts or roaming.

Yes. You can normally continue using WhatsApp with your existing number while using your travel eSIM for internet access. Avoid changing your WhatsApp number unless you intend to.

Most travel eSIMs are data-only. Some selected plans include calls or SMS. Check the individual plan details before purchasing.

Hotspot is supported on many plans, subject to the plan terms and your device. Check the package details and your phone settings. Hotspot use draws from your plan’s data allowance.

That depends on the plan. Some packages cover one destination, while regional plans cover multiple listed countries. Check the coverage list on the plan before purchasing.

The start of validity depends on the specific package. Some plans begin when first connected to a supported network; others may begin on installation or according to a different activation policy. Check your plan’s activation information before travel.

Astaroam plans generally have a six-month installation or activation window, but the conditions shown for your particular package take priority. Check your order and plan details before delaying installation.

Your data connection may stop or be limited, depending on the plan. Where top-ups are supported, you can purchase more data from your My eSIM page. Otherwise, you may need a new plan.

Top-ups are available for eligible plans, not every eSIM. Check the My eSIM page to see whether a top-up option is offered for your package.

Unlimited plans can have fair-use policies, daily high-speed allowances or reduced speeds after a threshold. Any applicable limits should be reviewed in the individual plan details before purchasing.

Refund eligibility depends on the circumstances and our published policy. For example, an unused eSIM may qualify under our 30-day refund policy, subject to its terms. Please review the refund policy or contact us before deleting the eSIM.

First make sure the Astaroam eSIM is enabled and selected for mobile data. Check that data roaming is on for the travel eSIM, then restart your phone or toggle airplane mode. If it still does not connect, follow our connection troubleshooting steps or contact support.

An Access Point Name (APN) is a setting that helps your phone connect to mobile data. Many eSIMs configure it automatically, but some require a specific APN. If you have signal but no data, compare the APN in your installation instructions with your phone settings. Do not guess an APN, as it varies by plan and network.

Confirm the eSIM is enabled, roaming is on where required and you are in a covered destination. Try automatic network selection first. If the connection still fails, your plan instructions or our support team may suggest a specific network to select manually. A failed registration attempt can sometimes succeed on retry.

Do not delete an installed eSIM unless support advises you to. Many travel eSIMs cannot be reinstalled or transferred once installed, even if you have the original QR code. Contact us first if you are changing devices.

Use the support contact options provided on our website or your order email. Include your order number, phone model, destination and a description of the issue so we can investigate more quickly.