Question 1

What is an eSIM?

Accepted Answer

eSIM is a digital SIM card installed on your phone. No physical card needed.

Question 2

What is an eSIM?

Accepted Answer

eSIM is a digital SIM card built into your device. Instead of a physical plastic card, you install it by scanning a QR code — with no physical swapping needed. Perfect for browsing abroad without expensive roaming.

Question 3

What's the difference between eSIM and a regular SIM?

Accepted Answer

The functionality is identical (data browsing, and sometimes calls), but the eSIM is loaded digitally via QR scan and doesn't require a physical card. You can hold multiple eSIMs on your device and switch between them in settings.

Question 4

How do I know if my device supports eSIM?

Accepted Answer

Most devices from 2018 onwards are supported: iPhone XS and above, Samsung Galaxy S20 and above, Google Pixel 3 and above, and more. Quick check: dial *#06# — if "EID" appears, your device supports eSIM.

Question 5

Does the eSIM replace my Israeli SIM?

Accepted Answer

No. The eSIM is added as an additional line. Your Israeli SIM stays in your device, and you simply browse through the eSIM abroad. You can keep both active.

Question 6

Can I use my Israeli number at the same time?

Accepted Answer

Yes. You can keep your Israeli line active for calls/SMS and browse through the eSIM (it's recommended to turn off data roaming on your Israeli line to avoid unexpected charges).

Question 7

Does the device need to be "unlocked"?

Accepted Answer

Yes. The device needs to be unlocked for all networks (not locked to a specific mobile carrier). Most devices in Israel are unlocked; you can check with your provider or distributor.

Question 8

Does the eSIM include calls and SMS?

Accepted Answer

Most packages are for Data only — perfect for WhatsApp, navigation, social media, and internet calls. Some packages also include minutes/SMS, which is clearly noted in the package description.

Question 9

Why is eSIM better than a local SIM card abroad?

Accepted Answer

No need to search for a store upon landing, no SIM card swapping, you get the code in advance, and the price is known and fixed. Everything is ready before your flight.

Question 10

Is it safe?

Accepted Answer

Absolutely. The eSIM is secured at the device level, and payment is processed on a secure page. We don't store credit card details.

Question 11

How many eSIM can I hold on my device?

Accepted Answer

It depends on your device — usually you can save multiple eSIM profiles and activate one or two simultaneously. You can always delete an old eSIM and install a new one.

Question 12

Can I buy in advance before the trip?

Accepted Answer

Yes, and it's even recommended — buy conveniently from home, receive the code by email, and install. Just make sure to scan the QR on your actual departure day (see the installation category).

Question 13

Does the eSIM work on multiple devices?

Accepted Answer

Each eSIM is intended for one device. You cannot transfer the same profile to another device after installation.

Question 14

Do you need a VPN?

Accepted Answer

No. You browse normally just like in Israel. VPN is a matter of personal preference and not a requirement.

Question 15

What happens when the package runs out?

Accepted Answer

Browsing has stopped. You can perform a "top-up" for the same eSIM or purchase a new package — without reinstalling.

Question 16

I purchased — when will I receive the eSIM?

Accepted Answer

Immediately after payment. The QR code and instructions are sent to your email and also displayed on the confirmation page and in your personal area on the website.

Question 17

How do I install an eSIM?

Accepted Answer

Go to Settings ← Cellular ← Add eSIM ← Scan QR Code.

Question 18

When should I scan the QR code?

Accepted Answer

Only on the day you leave for your trip! Early scanning activates the package prematurely and causes you to lose usage days. On travel day — scan, and the moment you land you'll be connected.

Question 19

How do I install on iPhone?

Accepted Answer

Settings → Cellular → Add eSIM / Add Cellular Plan → "Use QR Code" → Scan the code you received → Confirm and wait for installation to complete.

Question 20

How do I install on Samsung Galaxy?

Accepted Answer

Settings → Connections → SIM card manager → Add eSIM / Add cellular plan → Scan the QR → Confirm.

Question 21

How do I install on Xiaomi / Redmi?

Accepted Answer

Settings → Mobile Networks (SIM Cards and Networks) → Add eSIM → Scan the QR code → Confirm and wait.

Question 22

How do you install on Google Pixel?

Accepted Answer

Settings → Network and Internet → Mobile Networks → Add → "Download SIM instead" / Add eSIM → Scan the QR.

Question 23

What is "data roaming" and do I need to turn it on?

Accepted Answer

Yes — it's essential! After installation, enable "Data Roaming" in your eSIM line settings. Without it, you won't be able to browse. This won't incur any additional charges — it's just a technical setting for the eSIM.

Question 24

I scanned too early — what now?

Accepted Answer

With most providers, validity begins upon your first connection to a network abroad, not upon scanning — so there's usually no issue. If you're concerned, reach out to us through support and we'll check it out.

Question 25

I lost my QR code — where can I find it?

Accepted Answer

At any moment in your personal area on the website under your eSIM ("Details and Installation"), and also in the confirmation email we sent you.

Question 26

Can I scan from the same device that's displaying the QR code?

Accepted Answer

If you can't scan (the code on the same device), use the "Quick Setup" link in the email, or manually enter the activation details (SM-DP+ code).

Question 27

What is ICCID?

Accepted Answer

A unique identifier number for the eSIM. You can enter it in the tracking area on the website to view your data balance, validity period, and status. It appears in your order details.

Question 28

When does the package days countdown begin?

Accepted Answer

Usually from the moment of first connection to the network abroad (actual activation), not from the time of purchase. This way the package waits for you until your trip.

Question 29

The scan failed — what should I do?

Accepted Answer

Ensure a stable Wi-Fi connection, try again, or use the quick installation link from your email. If it doesn't work — contact support and we'll help right away.

Question 30

Do I need to remove my Israeli SIM?

Accepted Answer

No. The eSIM is added as a separate line. It's recommended to only turn off "data roaming" on the Israeli line to browse through the eSIM only.

Question 31

How long does it take to get connected?

Accepted Answer

Usually just a few minutes from the moment of activation abroad. If there's no connection after a few minutes — turn on airplane mode for a moment and turn it off, or restart your device.

Question 32

I installed it and there's no internet — what should I check?

Accepted Answer

1) That the eSIM is the active line for data, 2) That "data roaming" is enabled on it, 3) That you're in the correct destination. Restarting your device resolves most cases.

Question 33

Can I install without Wi-Fi?

Accepted Answer

Installation (scanning the QR) requires an internet connection — so we recommend installing in your home country with Wi-Fi, and scanning on your travel day. Activation itself will take place on the network abroad.

Question 34

I accidentally installed it and it didn't work — can I try again?

Accepted Answer

If you deleted the eSIM before it was activated, you may need a new code. Contact support with your order number and we'll sort it out for you.

Question 35

Which payment methods do you accept?

Accepted Answer

Credit and debit cards of all types.

Question 36

What payment methods can I use?

Accepted Answer

On popular credit cards (Visa, Mastercard and more) through a secure payment page.

Question 37

What currency are you charged in?

Accepted Answer

Billing is in shekels (₪). The price you see is the final price you'll pay.

Question 38

Is the price including VAT?

Accepted Answer

Yes. The price shown includes VAT — no additional charges at checkout.

Question 39

When will I receive an invoice?

Accepted Answer

An invoice/receipt is automatically sent to your email after payment and is also available in your personal area under your orders.

Question 40

I paid but didn't receive my eSIM — what should I do?

Accepted Answer

Usually the eSIM is issued within seconds and appears on the confirmation page and in your email. If it hasn't arrived — check your spam folder, and if needed contact support with your order number and we'll issue it right away.

Question 41

Are there any hidden fees?

Accepted Answer

No. You pay once for the package — no activation fees and no surprises. Want more data? Top up whenever you choose.

Question 42

Is the payment secure?

Accepted Answer

Yes. Payment is processed through a secure payment provider (PCI). We do not store your credit card details.

Question 43

I have a coupon code — how do I use it?

Accepted Answer

On the payment page, there's a field to enter a coupon code. You enter it, click "Apply," and the discount updates to the amount right away.

Question 44

Is it possible to get a refund?

Accepted Answer

If the eSIM hasn't been activated/scanned yet, contact support and we'll examine a refund according to our cancellation policy. An eSIM that has already been activated is generally non-refundable.

Question 45

The charge failed — why?

Accepted Answer

Usually due to credit limit, incorrect details, or bank approval. Verify your details, try again, or use a different card. Still stuck? Contact support.

Question 46

Does the price change according to the dollar exchange rate?

Accepted Answer

The price displayed on the website is shown and charged in shekels. We maintain a stable exchange rate so the price you see is what you'll pay.

Question 47

I accidentally bought a duplicate package — what do I do?

Accepted Answer

Contact support as soon as possible with your order numbers. If the second package wasn't activated, we'll handle the cancellation/refund.

Question 48

Can I get a tax invoice under my business name?

Accepted Answer

Yes. Please update us with your desired billing details (name/ID number) through support, and we'll issue accordingly.

Question 49

Do you have a monthly subscription?

Accepted Answer

No. You purchase a package based on your needs (data + days), with no commitment and no recurring charges.

Question 50

I don't have an internet connection abroad — what should I check?

Accepted Answer

Make sure: 1) The eSIM is set as the active data line, 2) "Data roaming" is enabled on it, 3) You are in the destination country of the package. In most cases, restarting your device will solve the issue.

Question 51

The internet is slow — what can I do?

Accepted Answer

Try manually selecting a network in settings (turn off "automatic network selection" and choose a different network), or restart your device. In crowded/rural areas, speed may vary.

Question 52

The eSIM is not appearing in settings after installation.

Accepted Answer

Check if the installation is complete (sometimes additional confirmation is required). If it's missing — it may have been deleted by mistake. Contact support with your order number.

Question 53

I've arrived at my destination and there's no signal.

Accepted Answer

Activate Airplane Mode for 30 seconds and turn it off, make sure "Data Roaming" is enabled on the eSIM, and select a network manually. Still nothing? Contact support — we're here for you.

Question 54

How do I check how much data I have left?

Accepted Answer

In your personal area on the website, under your eSIM — your data balance, validity, and status are displayed. The data updates every two hours.

Question 55

Your data has run out — what now?

Accepted Answer

Perform a "top-up" to the same eSIM directly from your personal area — without reinstalling — or purchase a new plan.

Question 56

I received an error "Unable to activate eSIM".

Accepted Answer

Try again with a stable Wi-Fi connection, or manually enter the activation code from your email. If the error persists, contact support and we'll issue you a new code.

Question 57

How do I contact support?

Accepted Answer

Via the chat on the website (messages button) — you can chat with the smart assistant and transfer to a human representative, or open a support ticket from your personal area.

Question 58

How quickly does support respond?

Accepted Answer

We strive to respond as quickly as possible. In chat, you'll receive an immediate initial response, and a human representative will take it from there shortly after.

Question 59

I switched phones — what about my eSIM?

Accepted Answer

An installed eSIM is linked to your device and doesn't transfer automatically. If it hasn't been activated yet, we may be able to issue you a new code — contact support.

Question 60

Data roaming is enabled and I still don't have internet.

Accepted Answer

Make sure the eSIM is selected as your data line (not your Israeli SIM), restart your device, and manually select a network. If that doesn't help — contact us and we'll check the status.

Question 61

How do I reset network settings?

Accepted Answer

On iPhone: Settings → General → Transfer/Reset → Reset → Reset Network Settings. On Android: Settings → System → Reset → Reset Network Settings. (Does not delete the eSIM.)

Question 62

The eSIM disappeared after a software update.

Accepted Answer

Usually it returns after a restart. If not — check your cellular settings; if needed, we'll help you with reissuing through support.

Question 63

I'm abroad and need urgent help.

Accepted Answer

Connect to Wi-Fi (hotel/café), open the chat on our website or your personal account and reach out to us — we'll help you get connected as soon as possible.

Question 64

How much data (GB) do I need for my trip?

Accepted Answer

For easy use (navigation, WhatsApp, social media): ~1GB per day. For moderate use: 1–2GB per day. For video streaming/sharing: more. On the packages page you can choose based on your needs.

Help Center

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