Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM that allows you to activate a mobile data plan without using a physical SIM card. It is built directly into your device and can be programmed remotely. With an eSIM, you can easily switch between data plans or carriers without swapping physical SIM cards.

Question 2

How does SOO eSIM work?

Accepted Answer

Simply choose a destination and data plan, complete your purchase, and you will receive a QR code. Scan the QR code with your device to install the eSIM profile. Once installed, activate the eSIM when you arrive at your destination. The entire process takes just a few minutes.

Question 3

Do I need to remove my physical SIM card?

Accepted Answer

No. Most modern devices support Dual SIM (physical SIM + eSIM). You can keep your regular SIM for calls and texts while using the eSIM for data. This way, you stay reachable on your regular number while enjoying affordable data abroad.

Question 4

Which devices support eSIM?

Accepted Answer

Most recent smartphones support eSIM, including iPhone XS and newer, Samsung Galaxy S20 and newer, Google Pixel 3 and newer, and many other brands. Check our Compatibility page for a complete list of supported devices.

Question 5

In which countries can I use SOO eSIM?

Accepted Answer

SOO eSIM is available in over 200 countries and regions worldwide. We offer local country plans, regional plans (like Europe or Asia Pacific), and global plans. Browse our Destinations page to see all available locations.

Question 6

Is my device locked to a carrier?

Accepted Answer

Your device must be carrier-unlocked to use an eSIM. If you purchased your device directly from the manufacturer or at full price, it is likely unlocked. Contact your carrier to confirm or request an unlock if needed.

Question 7

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure Stripe payment gateway. All transactions are encrypted and PCI DSS compliant.

Question 8

Can I buy multiple eSIMs?

Accepted Answer

Yes, you can purchase multiple eSIM plans for different destinations or for multiple travelers. Each plan comes with its own unique QR code that can be installed on a separate device.

Question 9

Do you offer refunds?

Accepted Answer

We offer refunds for unused eSIM plans within 7 days of purchase. Once an eSIM has been installed or activated, it cannot be refunded. Please contact our support team for refund requests.

Question 10

Are there any hidden fees?

Accepted Answer

No. The price you see is the price you pay. There are no hidden fees, activation charges, or auto-renewal subscriptions. You purchase a data plan and use it — simple as that.

Question 11

Can I purchase an eSIM for someone else?

Accepted Answer

Yes! You can buy an eSIM and share the QR code with the person who will use it. Just make sure their device is eSIM-compatible and carrier-unlocked before purchasing.

Question 12

How do I install the eSIM?

Accepted Answer

There are two ways: (1) QR Code: Go to Settings > Cellular/Mobile > Add eSIM > Use QR Code, then scan the QR code provided after purchase. (2) Manual: Go to Settings > Cellular/Mobile > Add eSIM > Enter Details Manually, then enter the SM-DP+ address and activation code. See our How It Works page for detailed step-by-step guides.

Question 13

Can I reinstall the eSIM if I delete it?

Accepted Answer

Most eSIM profiles can only be installed once. If you accidentally delete it, please contact our support team immediately. We may be able to reissue the QR code depending on the circumstances.

Question 14

Do I need Wi-Fi to install the eSIM?

Accepted Answer

Yes, you need an active internet connection (Wi-Fi recommended) to download and install the eSIM profile. We recommend installing the eSIM before you travel while you still have Wi-Fi access.

Question 15

When should I install my eSIM?

Accepted Answer

We recommend installing the eSIM before you depart for your trip. You can install it days or even weeks in advance. The data plan will only start counting when you first connect to a network at your destination (for most plans).

Question 16

Can I install the eSIM on multiple devices?

Accepted Answer

No, each eSIM QR code is designed for a single device. If you need eSIMs for multiple devices, you will need to purchase separate plans for each one.

Question 17

What if the QR code doesn't work?

Accepted Answer

First, make sure you have a stable Wi-Fi connection and your device is eSIM-compatible and carrier-unlocked. Try the manual activation code method as an alternative. If the issue persists, contact our support team with your order number.

Question 18

How do I check my remaining data?

Accepted Answer

Log in to your SOO eSIM dashboard to view real-time data usage for all your eSIM plans. You can also check data usage in your device settings under Cellular/Mobile Data.

Question 19

What happens when my data runs out?

Accepted Answer

Your data connection will stop when you reach your plan limit. You can purchase a top-up package from your dashboard to continue using data without needing to install a new eSIM.

Question 20

Can I share my eSIM data as a hotspot?

Accepted Answer

Hotspot/tethering availability depends on the specific plan and destination. Most of our plans support hotspot usage, but we recommend checking the plan details before purchasing to confirm.

Question 21

Does the eSIM support voice calls?

Accepted Answer

Our eSIM plans are data-only. You can make voice calls using apps like WhatsApp, FaceTime, Zoom, or Skype over the data connection. Your regular SIM remains active for traditional calls and SMS.

Question 22

What data speeds can I expect?

Accepted Answer

Data speeds depend on the local network in your destination. Most of our plans support 4G/LTE speeds, and some destinations offer 5G connectivity. Actual speeds may vary based on network congestion and coverage.

Question 23

Can I top up my data plan?

Accepted Answer

Yes! If your eSIM plan supports top-up, you can purchase additional data from your dashboard. The top-up is applied to your existing eSIM — no need to scan a new QR code.

Question 24

What happens if I don't use all my data?

Accepted Answer

Unused data expires at the end of your plan validity period and cannot be carried over or refunded. Choose a plan that matches your expected usage for the best value.

Question 25

How do I top up my eSIM?

Accepted Answer

Log in to your SOO eSIM dashboard, select the active eSIM you want to top up, choose a compatible top-up package, and complete the payment. The additional data will be added to your existing eSIM automatically.

Question 26

Can I extend my plan's validity?

Accepted Answer

Plan validity depends on the package type. Some top-up packages include additional validity days. Check the top-up options available for your specific plan in your dashboard.

Question 27

Do I need to re-scan a QR code for top-ups?

Accepted Answer

No. Top-ups are applied to your existing eSIM profile remotely. You do not need to scan a new QR code or reinstall anything.

Question 28

My eSIM is installed but I have no data connection

Accepted Answer

Try these steps: (1) Make sure Data Roaming is turned ON in your device settings. (2) Restart your device. (3) Ensure the eSIM is selected as the data line. (4) Check that you are in a supported coverage area. If the issue persists, contact our support team.

Question 29

I'm getting slow speeds

Accepted Answer

Slow speeds can be caused by network congestion, weak signal, or being in a remote area. Try: (1) Toggle airplane mode on/off. (2) Manually select a different network operator. (3) Move to an area with better coverage. If speeds remain consistently slow, contact our support.

Question 30

My eSIM disappeared from my device

Accepted Answer

Check your device settings under Cellular/Mobile Data to see if the eSIM is still listed but disabled. If it has been completely removed, contact our support team for assistance. Do not attempt to re-scan the QR code.

Frequently Asked Questions

General

Purchasing

Installation

Usage & Data

Top-Up & Renewal

Troubleshooting

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