How can we help?
Most problems are solved here in a minute, day or night.
Common problems
Check my eSIM automatically
We check your eSIM live with the network, tell you exactly what to do, and fix what we can. You'll need your order number and email.
All topics
Before you travel
When should I install the eSIM?
At home, a day or two before you fly, on Wi-Fi. Installing doesn't start your package: it starts when the eSIM connects at your destination.
Does my phone support eSIM?
Most iPhones from XS/XR onward and most recent Samsung and Google Pixel phones do, if they aren't locked to a carrier. Check your model on our home page.
Will I keep my Israeli number?
Yes. The eSIM is an extra line for data only. Your Israeli SIM stays in the phone for calls and SMS, including bank codes.
How do I avoid roaming charges from my Israeli operator?
Keep Data Roaming off on your Israeli line and choose the eSIM for mobile data. Calls and SMS on the Israeli line are still charged by your operator abroad.
Can I check that the eSIM is ready before I fly?
Yes. Run the automatic check: it tells you whether the eSIM is installed and the package is waiting for you.
Installing
How do I install the eSIM?
Open the install page from your email on the phone itself and tap Install, or scan the QR code from another screen. Step-by-step guides are below.
"This code is no longer valid"
The code has already been used, usually by a first attempt. We'll check whether the eSIM is on your phone, and if not, move your package to a new eSIM.
"Cannot add eSIM" / "Unable to complete cellular plan change"
Usually a carrier lock, an old system version or too many eSIMs on the phone. We'll check and show you what to do.
The camera won't read the QR code
No need: you can install with one tap or type the details by hand.
I didn't get the install email
Check your spam folder. We can also send it again right away.
I deleted the eSIM, reset my phone or got a new phone
If your package hasn't started, we can move it to a new eSIM for free.
At your destination
I have no internet
We'll check your eSIM with the network and walk you through it.
"No service" / no signal
Usually the eSIM line is off, or the phone needs to pick a network by hand. We'll tell you which networks to choose.
The internet is slow
We'll check the connection and the package. On unlimited packages the speed drops after the daily full-speed allowance.
I moved to another country
Check that your package covers the new country. We'll see where the eSIM connected and suggest what to do.
Do I need to set an APN?
Usually not: the eSIM sets it up by itself. If your phone asks for one, or nothing else helps, ask an agent and we'll give you the exact settings.
Data and packages
How much data do I have left?
Your remaining data and end date, live from the network.
How do I add data or stay longer?
Add a package to the same eSIM. There's nothing new to install, and it starts right away.
What does "unlimited" mean?
Unlimited data, with a daily allowance at full speed. After it, the speed is reduced until it renews, 24 hours after activation.
My data ran out too fast
Hotspot, photo backup, app and system updates, and video use a lot. Turn off background refresh and automatic backups while abroad, and use Wi-Fi for big downloads.
When does my package end?
A package starts at its first connection at your destination and lasts the number of days in its name. We email you a day before it ends.
Lost phone, new phone
My phone was lost or stolen
Pause the eSIM right away so nobody uses your data. Your package is kept.
I want to use the eSIM on another phone
An eSIM can't be moved as is. If your package hasn't started, we move it to a new eSIM for the new phone.
Payment, invoice and cancellation
Where's my invoice?
The tax invoice was emailed when you paid. You can also download it from Manage my eSIM.
How do I cancel?
An eSIM that hasn't been installed or used can be cancelled from Manage my eSIM, under the cancellation policy.
When will I get my refund?
Approved refunds go back to the card you paid with within the time in the cancellation policy, with a credit note.
My card was declined
Nothing was charged. In the payment step you can save a different card and try again.
Nothing found. Try other words, or run the automatic check. Start the check
Install and set up
iPhone
- Connect to Wi-Fi before you travel.
- On iOS 17.4 or later, open the install page on the iPhone and tap Install. Otherwise go to Settings → Mobile Data → Add eSIM → Use QR Code and scan the code from another screen.
- Name the new line, for example "Travel". Keep your main line for calls and messages if you like.
- At your destination: Settings → Mobile Data → choose the Travel line for Mobile Data, open it, and turn on Data Roaming.
- To avoid charges from your home operator, turn off Data Roaming on your main line.
Android (Samsung, Google Pixel and others)
- Connect to Wi-Fi before you travel.
- Samsung: Settings → Connections → SIM manager → Add eSIM → Scan QR code. Pixel: Settings → Network & internet → SIMs → Add SIM → Download a SIM instead.
- Scan the QR code from the install page, or enter the SM-DP+ address and activation code shown there.
- At your destination: choose the eSIM for Mobile data, and turn on Roaming for that SIM.
- To avoid charges from your home operator, turn off roaming on your main SIM.
Good to know
- Install the eSIM at home, on Wi-Fi. It starts counting only when it connects at your destination.
- Do not delete the eSIM from your phone: the code usually works only once.
- Keep the eSIM installed until you are home, even after the package ends. You can add a package to the same eSIM.
Still need help?
Start the check and choose "Ask an agent" at the end: the agent gets everything we checked, so you won't need to explain again.
- Phone
- 03-6760602
- [email protected]
- Hours
- א׳–ה׳ 09:00–17:00.
We reply within 4 hours during our service hours.
Please include your order number (it starts with GX-).