Help centre
FAQ
Pick a topic to jump straight to the answers. Simple, practical guidance for getting online abroad.
A few helpful things to know
Most customers never need these details, but they can save time if something is unexpected.
- eSIMs are delivered digitally and are non-refundable, even if purchased in error.
- You can install before travelling – in most cases it will only activate once you arrive in the destination country.
- Prices may occasionally change as roaming agreements are updated for different countries.
- If you are a Lister Unified Communications customer, discounted pricing may be available.
What is an eSIM?
An eSIM is a digital SIM built into your phone, tablet, or laptop. Instead of inserting a plastic SIM, you install a mobile plan digitally and switch it on in settings.
How does a travel eSIM work?
You buy a plan, install it on your device, then it connects to supported networks at your destination. Your home SIM can stay in for calls and texts while the eSIM handles data abroad.
Can I use my normal SIM and an eSIM at the same time?
Usually, yes. Dual SIM lets you keep your home SIM active for calls and verification texts, while using the eSIM for data abroad. Your exact options depend on your device model.
Will an eSIM change my phone number?
No. A travel eSIM is normally data-only. Your phone number stays with your main SIM or primary line.
Are eSIMs refundable?
No. eSIMs are fully non-refundable, even if purchased in error.
Why can prices change?
Prices can fluctuate up or down as roaming agreements and underlying network costs change for different destinations.
When does my eSIM start working?
Most plans activate when you connect to a supported network at your destination. You can install before you travel, but it normally will not activate or work until you are in the destination country. If a plan activates immediately after install, it will be stated on the product page.
Does the plan start when I buy it or when I arrive?
Most plans start when the eSIM connects in the destination. Some plans start as soon as they are installed. Check the product page for the exact activation rule.
What happens if I run out of data?
Your data connection will stop. You can purchase another plan for the same destination and install it in the same way.
What happens when the plan expires?
When the validity period ends, the plan stops working. If you still need data, you can buy another plan for that destination.
Can I use one plan in multiple countries?
Only if you choose a regional or global plan. Single-country plans work in the listed country only.
Do unused GB roll over?
Usually not. If the plan expires, remaining allowance typically does not carry over.
How quickly will I receive my eSIM?
eSIMs are delivered digitally, usually within minutes. You will receive an email with the QR code or installation steps.
Do you offer discounts for Lister Unified Communications customers?
Yes. Discounts are available for customers of Lister Unified Communications. Contact us and we will advise the current options.
How do I know if my device supports eSIM?
Check your phone settings for an option like Add eSIM or Add mobile plan. Most newer iPhones, Google Pixel, and many Samsung Galaxy devices support eSIM. If you want, message us your model and we will confirm.
Does my phone need to be unlocked?
Yes. If your device is network locked to one provider, it may block eSIM plans. If you are unsure, check with your network before purchasing.
Will an eSIM work on tablets or laptops?
Only if the device has eSIM support and cellular hardware. Many tablets support eSIM, and some laptops do too. WiFi-only models will not.
How many eSIMs can I store on my phone?
It varies by model. Most modern phones can store multiple eSIM profiles, but only one or two can be active at the same time.
Can I install the same eSIM on two phones?
No. eSIM profiles are typically single-use and tied to one device once installed.
Do I need WiFi to install an eSIM?
Yes, you need an internet connection to download and install the eSIM. We recommend installing at home or on hotel WiFi before relying on it for data.
Can I install before I travel?
Yes. Install on reliable WiFi, then leave the eSIM turned off until you arrive, unless your plan states it activates immediately.
How do I install an eSIM with a QR code?
Open your device settings, choose Add eSIM, then scan the QR code. If scanning fails, you can usually enter the details manually using the activation code provided.
What settings should I check after installing?
Set Mobile Data to the eSIM, enable Data Roaming for the eSIM, and if your phone supports it, turn off data switching so it does not fall back to your home SIM.
Should I label the eSIM line?
Yes. Naming it something like “Travel eSIM” makes it easier to pick the right line for data, and avoid accidental roaming on your home SIM.
What can I use an eSIM for?
Anything that uses mobile data – maps, email, Teams, WhatsApp, FaceTime, social media, ride apps, and hotspotting (if supported by your device and plan).
Can I make phone calls with an eSIM?
Most travel eSIMs are data-only, so you use apps like WhatsApp or FaceTime for calling. If a plan includes voice and texts, it will be clearly shown on the product page.
Can I hotspot from my phone using an eSIM?
In most cases, yes. It works like any other data connection. Some plans may restrict hotspotting, so if it matters for your trip, pick a plan that allows it.
How do I avoid roaming charges on my home SIM?
Set Mobile Data to the eSIM, and turn off data switching if your phone has that option. If you do not need your home SIM at all, you can switch it off during your trip.
Can I switch back to my home SIM for data?
Yes. You can change the Mobile Data line in settings at any time. Just remember your home network may charge roaming if you use it abroad.
My QR code will not scan – what should I do?
Turn up brightness on the QR, clean the camera lens, and try scanning from slightly further away. If it still fails, use manual install and enter the activation details instead.
I installed the eSIM but I have no data
Check Mobile Data is set to the eSIM, Data Roaming is enabled for the eSIM, and you are in a supported destination. A restart often completes activation.
The eSIM shows signal but apps will not load
Toggle airplane mode, restart, then re-check Mobile Data is set to the eSIM. If needed, try manual network selection.
Should I change APN settings?
Most plans configure automatically. If you still have no data after checking the basics, APN can be a culprit. Contact us and we will advise the correct APN for your plan.
I deleted the eSIM by mistake – can I reinstall it?
Sometimes yes, sometimes no. Do not keep re-scanning. Contact us with your order details and we will advise the best next step.
What does data roaming mean?
It allows your eSIM to connect to partner networks when you are abroad. For travel eSIMs, you usually need data roaming turned on for the eSIM line.
What is an APN?
An APN is a network setting that tells your device how to connect for mobile data. Most eSIMs set this automatically, but occasionally it may need updating.
What is ICCID?
ICCID is the identifier for a SIM or eSIM profile. Support may ask for it to locate the right profile.
What is hotspotting?
Hotspotting (tethering) lets your phone share its mobile data connection with another device, like a laptop.