Question 1

What is an eSIM and how is it different?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of swapping a plastic card, you scan a QR code and a new data plan installs in seconds — your physical SIM stays in for calls and texts on your normal number.

Question 2

Will my phone work with an eSIM?

Accepted Answer

Almost every phone from the last few years supports eSIM — iPhone XS and newer, Google Pixel 3 and up, and recent Samsung Galaxy models. The quickest check is to look for an “Add eSIM” option in your settings, or an EID number under About.

Question 3

Does my phone need to be carrier-unlocked?

Accepted Answer

Yes. A travel eSIM only installs on a carrier-unlocked phone. If you bought yours outright it’s almost certainly unlocked; if it came on a carrier contract, ask your provider to unlock it before you travel.

Question 4

When should I install my eSIM?

Accepted Answer

Install it before you fly while you still have Wi-Fi. It won’t start counting data until you arrive and switch it on, so there’s no rush to activate — just install early and toggle it on when you land.

Question 5

Do I need to remove my physical SIM?

Accepted Answer

No. Your phone runs both at once: keep your home SIM in for calls and texts, and use the Zwitchy eSIM for data. There’s nothing to swap out or throw away.

Question 6

What happens if I run out of data?

Accepted Answer

You’ll get a notification at 80% and 100%. Topping up takes two taps in the app and applies instantly — no need to install anything new.

Question 7

Is the data really unlimited?

Accepted Answer

Yes, you can keep using data for the entire plan period. A fair-use policy applies: after each day’s high-speed allowance you stay connected at a reduced speed, then full speed returns when the next day’s allowance begins.

Question 8

Can I use one plan in multiple countries?

Accepted Answer

Yes — our regional and global plans cover groups of countries on a single eSIM, so you don’t reinstall at every border. Single-country plans are cheaper if you’re staying put.

Question 9

How do refunds work?

Accepted Answer

If your eSIM won’t activate and our team can’t fix it, we refund unused plans within 30 days. Plans that have already started using data aren’t refundable, but we’ll always try to make it right.

Question 10

Will my home carrier still charge me for roaming?

Accepted Answer

Not for data, as long as your home line has data roaming switched off and mobile data points at the Zwitchy line. Calls and texts keep running through your home carrier at its usual rates, so leave that line on only if you want them.

Question 11

Can I install the same eSIM on a second phone?

Accepted Answer

No. A profile installs on one device and stays there, so moving to another phone means a new eSIM. Delete it from the old phone only when you are finished with the plan, because a deleted profile cannot be reinstalled.

Question 12

My eSIM says “Off” or shows no service. What now?

Accepted Answer

Nine times out of ten the line is switched off on the phone. Turn the Zwitchy line back on in your mobile data settings, leave Data Roaming enabled for it, then toggle Airplane mode for ten seconds so it re-attaches.

Question 13

What is Pay As You Go?

Accepted Answer

One eSIM you keep for good, loaded with credit instead of a plan. It works in 185 countries, the credit never expires, and data simply pauses at zero rather than charging you more.

Question 14

What does Pay As You Go cost?

Accepted Answer

You pay per megabyte at the rate of the network your phone attaches to, which is why the same country can have several rates. Every rate is listed before you spend anything, and your balance is charged at the live one.

Question 15

Does my Pay As You Go credit expire?

Accepted Answer

No. It sits on your account until you use it, and it is spendable on any plan we sell, not just pay-as-you-go data. If it runs low you can top up in two taps, or let automatic top-ups do it for you.

How can we help?

All guides & how-tos

Popular questions