Help centre
How can we help?
Everything you need to choose, install and use your Simfiy eSIM — browse a topic, read a guide, or get answers to the common questions below.
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- eSIM basicsWhat an eSIM is and how it works.Open
- Install & activateStep-by-step setup on iPhone & Android.Open
- Connection issuesFix no-data and offline setup.Open
- Billing & refundsPayments, receipts and our refund policy.Open
- Mobile top-up helpSending airtime & data worldwide.Open
- Contact supportReach our team any time, 24/7.Open
Common questions
What is an eSIM?＋
An eSIM is a digital SIM built into modern phones. Instead of inserting a plastic card, you install a profile — usually by scanning a QR code — so you can add a data plan in seconds without a physical SIM.
Is my phone compatible?＋
Most recent iPhones (XS and newer) and flagship Android phones support eSIM and are carrier-unlocked. Check your device settings for an “Add eSIM” or “Add Data Plan” option, and make sure your phone isn’t locked to a carrier before you buy.
How do I install and activate my eSIM?＋
Open your eSIM details, scan the QR code in Settings, set the Simfiy line as your data source, and turn on Data Roaming. See our full install and activate guide for step-by-step instructions.
Do I keep my own number?＋
Yes. A Simfiy eSIM is added as a separate line, so your primary SIM and home number stay active for calls, texts, and 2FA. You simply choose which line handles data while you travel.
When should I install my eSIM?＋
You can install the eSIM before you travel, but only enable it and turn on roaming once you arrive at your destination so your plan validity starts at the right time.
My eSIM won’t connect to the internet — what should I do?＋
Check that the eSIM is added, selected as your data source, and that Data Roaming is enabled. Our connection-issue guide walks through each step.
How fast is delivery?＋
Instant. As soon as your payment is confirmed, your eSIM appears under My SIMs and the QR code and activation details are emailed to you — typically within seconds.
How do I contact support?＋
Email support@simfiy.com with your order number and a description of the issue, and our team will help you get connected.
Still need a hand?
Our support team is available around the clock. Email us with your order number and we'll get you connected.