How can we help?
35 answers about eSIMs, plans and your account — and a real person if you'd rather just ask.
eSIM basics
What an eSIM is and how it differs from the SIM card you know.
What is an eSIM?
An eSIM is a SIM card built into your phone. Instead of inserting plastic, you download a mobile data plan onto the chip by scanning a QR code or tapping an install link. Nothing to collect, nothing to lose.
Does a Roamledge eSIM replace my normal SIM?
No. Your usual SIM stays in the phone and keeps your number for calls and texts. The Roamledge eSIM sits alongside it and handles mobile data while you travel.
Do I get a phone number with my plan?
No — our plans are data only. Apps like WhatsApp, Telegram, FaceTime and Signal work normally over data, using your existing number.
Is an eSIM secure?
Yes. The profile is downloaded over an encrypted channel and stored in a secure element in your phone, the same hardware standard used by physical SIMs.
Devices & compatibility
Check your phone before you buy.
Which devices work with Roamledge?
Most phones released since 2019: iPhone XS and newer, Google Pixel 3 and newer, recent Samsung Galaxy S, Z and Note models, and many others. Search your model in our device checker.
How do I check my phone myself?
iPhone: Settings → General → About and look for an EID. Android: Settings → About phone (or Network & internet → SIMs) and look for an EID. If there is an EID, the phone supports eSIM.
My phone supports eSIM but installation fails.
The usual cause is a carrier lock. Phones bought on contract are often locked until paid off. Contact your home carrier to unlock it, which is normally free once you are eligible.
Can I install one plan on two phones?
No. An eSIM installs onto a single device and cannot be moved or copied. For a second device, buy a second plan or share your connection over a hotspot.
Buying a plan
Choosing the right destination, data and length.
Should I choose a country plan or a regional plan?
Staying in one country? A country plan is usually cheapest. Visiting several? A regional plan such as Europe or Southeast Asia covers them all with one eSIM and no switching.
How much data do I need?
Maps and messaging use very little; video is the expensive part. Our data calculator turns your travel habits into a realistic number, and you can always top up later.
Can I buy now and travel later?
Yes. Buy any time and install before you fly. Each plan shows how long you have to install it — often up to 180 days — and when the countdown begins.
Which payment methods do you accept?
Card payments and popular wallets at checkout. Prices are in US dollars and include taxes and fees.
Installation & activation
Getting the eSIM onto your phone and online.
How do I install my eSIM?
Open the email we send after your order and either scan the QR code from another screen or tap the install link on the travel phone. Our installation guide has step-by-step instructions for iPhone and Android.
When should I install?
Before you fly, while you have Wi-Fi. Installing rarely starts the plan; most plans begin when you first connect at your destination.
I installed it but I have no internet.
Check that the Roamledge line is switched on, that Data Roaming is enabled for that line, and that mobile data is set to use Roamledge. Then restart the phone and allow up to two minutes to register.
Where can I find my QR code again?
In your account under My eSIMs, and in the order email we sent you.
Using your data
Speeds, hotspots and keeping an eye on usage.
What speeds can I expect?
Whatever the local network provides, commonly 4G or 5G. Speed depends on the operator, the location and how busy the network is.
Can I use a hotspot?
Usually yes, where the local network allows it. Bear in mind that sharing your connection uses data faster.
How do I check how much data is left?
In your account under My eSIMs. Usage comes from the network operator and updates every few hours, so it is not instant.
What happens when my data runs out?
The connection stops until you top up. We email you before you run low, and topping up takes a couple of taps in your account.
Plan length & top-ups
When plans start, when they end, and how to add more.
When does my plan start?
Each plan states it before you buy: either when the eSIM is installed, or when your phone first connects to a network at your destination.
Do unused days or data roll over?
No. A plan ends when the data is used up or the validity period ends, whichever comes first.
Can I extend a plan?
You can top up an eligible eSIM before it expires. After expiry, a new plan is needed, so top up while there is still time left.
Can I pause a plan between trips?
Not currently. We are testing this with our network partner and will announce it when we can support it properly.
Account, points & referrals
Managing your account and rewards.
How do Roam Points work?
You earn 5–10% of every order back as points, depending on your tier. 100 points equal $1. Points unlock 14 days after the order and can cover up to half of a future order.
How do referrals work?
Share your invite link from the Refer a friend page. When your friend's first order is paid, you both receive 300 points ($3).
How do I change my email or password?
In Settings. Email changes need confirmation from your current address, and password changes sign out other devices for security.
How do I close my account?
In Settings under Close account. We remove your personal details and sign you out everywhere; past orders are kept without personal information because tax rules require it.
Payments & refunds
Charges, receipts and getting money back.
Where is my receipt?
In your account under Orders, and in the confirmation email sent when your payment went through.
Can I get a refund?
Yes, if the eSIM has not been installed, within 14 days of purchase. If an installed eSIM genuinely fails, we fix, replace or refund it. Once data is used, the plan is not refundable.
My payment failed but I was charged.
That is usually a temporary authorisation that disappears within a few days. Send us the order details and we will check and confirm.
Do prices include taxes?
Yes. The price shown at checkout is the total you pay, in US dollars.
Getting help
Reaching a human, fast.
How do I contact support?
Email [email protected] or use the chat on the site. We answer 24/7, usually within a couple of hours.
What should I include in my message?
Your order number, the destination, your phone model, and what you have already tried. That lets us solve most issues in the first reply.
Do you have a phone line?
Not yet. Email and chat get you a faster answer today, and both keep a written record of what we agreed.
Still need a hand?
Email [email protected] — we answer 24/7, usually within a couple of hours.