Some popular devices that support the eSIM functionality are:

• iPhones: iPhones introduced in Fall 2018 and later (iPhone XS/XR and newer models)
• iPads: 10.2, Air, Mini 2019, Pro 11, Pro 12.9
• Google Pixel 3/3a and all the later models
• Certain higher-end Samsung models (please see below)
• Select few other devices 

A quick way to check if your phone supports eSIM is:

• iPhone: Go Settings -> Cellular (or Mobile Data). If you see ‘Add Cellular Plan’ or ‘Add Mobile Plan’, the phone supports eSIM
• Samsung: Go Settings -> Connections -> SIM Card Manager. If you see ‘Add Mobile Plan’, the phone supports eSIM
• Google Pixel: Go Settings -> Networks & Internet -> SIMs -> ‘+Add more’. If you are using Pixel 3/3a or a later model, it will be there.

! IMPORTANT EXCEPTIONS !

• iPhone: iPhone models produced for the Chinese market have 2 physical SIM card slots and do not support eSIM. If your iPhone can take 2 physical SIM cards you won't be able to use eSIM.
• Samsung: Samsung restricts eSIM capability by software in some markets and some model sub-variants. Always check for individual phones by going to Settings-> Connections -> SIM Card Manager. If you can see the 'Add Mobile Plan' tab in the eSIMs section, you can use eSIM.

Operator locked devices: If your device is locked to a specific carrier due to a contract, it needs to be unlocked first to be able to use the eSIMs sold on our platform.

eSIM profile contains carrier and network subscription information, just like a normal SIM card. However, instead of coming in the form of physical chip, the operator profile information is downloaded directly into the eSIM chip in your phone.

Depends on the product. Some of our eSIMs are mobile data only, while others support voice calling. Please check the product details of the package you are interested in.

Please remember that if your eSIM doesn’t support voice calling, you can still make calls using any popular messaging app such as WhatsApp, Viber, Skype, FB Messenger, etc. Your primary number will also remain active in to make and receive calls.

! IMPORTANT NOTE !

Even when the eSIM comes with a phone number, using the phone number to register to various Apps and Websites is NOT GUARANTEED.

Yes, you can. You can store several eSIM profiles in your phone, but you need to choose only one that will be active along with your primary physical SIM. So, the dual SIM functionality means having 1: Your primary physical SIM, and 2: One of your stored eSIM profiles active at the same time.

Starting with iPhone 13, Apple made it possible to have 2 eSIMs active at the same time, while primary physical SIM card is off. We expect this to become more popular in the future.

A QR code is simply a representation of a download link plus activation code for your eSIM profile. It is used to easily connect to the eSIM server and download the eSIM profile to your phone. 

It is easier to scan a QR code than typing a long string of text, but if for some reason you are unable to scan the QR code, you will have the option to activate your eSIM by entering the required information manually.

Please note that QR codes can be used only once. Once a QR code is scanned and an eSIM profile is downloaded, it cannot be used to download the same eSIM again, whether it is on the same or another device.

Yes, but only if your smartwatch supports mobile connectivity via eSIM and is not otherwise restricted. Please refer to your smartwatch manufacturer guide to confirm the eSIM capability and activation instructions for your smartwatch.

! IMPORTANT NOTE !

Apple Watch is NOT SUPPORTED. Apple watch requires sharing of the same subscription with your iPhone. Please contact your carrier to check if they can help you with connecting your Apple watch to the mobile network.

To download an eSIM to your phone you need to have a stable and secure internet connection. 

Downloading the eSIM profile can be done by scanning the QR code or entering the activation code manually in the relevant settings of your phone. We recommend scanning of the QR code to avoid any typos.

After downloading the eSIM, to start using it, the following are the essential steps you need to follow:

• Assign Mobile Data to be used from the eSIM: When you have both eSIM and the physical SIM active on your phone, you need to tell your phone which connection it should use to connect to mobile internet.
• Data Roaming: Most of the eSIMs are not native local connections, so you need to turn Data Roaming ON for the eSIM.
• APN: APN settings come automatically for almost all eSIMs sold on Mobimatter store and you do not need to change them. In some rare cases and for some less popular devices, manual APN setup may be required, and you will receive the correct APN for the eSIM upon purchase. 
• Switch off WiFi and wait 3-4 minutes: Your phone needs to send the correct signals to the operator systems for eSIM to be activated properly, and sometimes it takes a few minutes for the process to complete. No input is needed from your side, just a little patience and to not interrupt the process by connecting to WiFi. 

If you are an iPhone user, you can refer to this video tutorial on how to download and setup the eSIM: https://youtu.be/jPT28GNDIK4

For other eSIM supporting devices, you may refer to manufacturer guide for step-by-step instructions. The main principles are the same regardless of which phone you use. 

Yes. You can buy the eSIM and pass the QR code to a friend, colleague, or family member. Anyone with an eSIM capable device can use the QR code to download the eSIM.

It is up to you. We recommend buying and setting up the eSIM shortly before travel so you can start using it as soon as you land.

It varies by operator and by product. Mostly the package gets activated after you scan the QR code and download the eSIM to your phone, but there are exceptions. Please read the product description of the eSIM package you want to buy.

Yes. If you buy a package that works in multiple countries, you can move between them and it will continue to work.

You can track your eSIM package status and balance via https://esim.md/en/check-usage

It is possible to top-up the eSIM with additional packages for most of our major operator partners. You can do this from https://esim.md/en/topup

If the operator of the eSIM you bought does not support top-up, or you want to try a package from a different operator, you can simply buy a new package with a new eSIM profile.

You will need a new QR code to transfer the eSIM to another phone and continue to use it. Not all operators support this. Contact eSIM.md Helpdesk if you find yourself in need to transfer the eSIM to another phone.

No. Only delete the eSIM from your phone if you are done using it and do not intend to use it anymore.

eSIM.md is following the operator policies when it comes to cancellations or refunds. 

Please refer to the official Terms an Conditions for details: https://esim.md/en/page/terms-condition

Below are some errors that can be encountered when scanning the QR code to download the eSIM. 

“No usable data found”: Your iPhone doesn’t have eSIM capability. It is either an older model (iPhone X or earlier) or it is the Chinese market variant that doesn’t support eSIM.

“…This code is no longer valid..”: This means that the QR code has been already used to download the eSIM. Go to your phone Settings and find the eSIM there

“… cellular plan from this network provider cannot be added…”: Your phone is locked by your carrier, possibly because it was bought on a contract. Your phone needs to be unlocked for you to use eSIM or SIM from any other operator.

“…Unable to complete cellular plan change. Try again later.”: Change your WiFI connection, or take a hotspot from someone, and try again. You need stable and secure WiFi or cellular connection to download the eSIM. Well known situations where this error is observed are: Slow and high-latency internet (for example, satellite connection in a ship); unsecured public Wi-Fi (for example, in airports); corporate internet connections behind a strict firewall. 

Carefully go over the setup instructions sent by the email.

If still having trouble, contact the eSIM.md helpdesk.

Please e-mail us at info@esim.md . We are looking forward to hearing from you!

Please email us support@esim.md . We will get back to you promptly!

When you purchase an eSIM from Mobimatter website or app, you will INSTANTLY receive the eSIM QR code and all the relevant instructions to download and use it. 

The information will be displayed as on-screen confirmation, will be sent to you by email, and if you have logged in prior to buying, you can also see it in your purchase history.