Question 1

What exactly is an eSIM?

Accepted Answer

A SIM card built into your phone that you load over the internet instead of putting a piece of plastic in a tray. You buy a plan, scan a QR code, and the phone stores the profile. Nothing is posted to you.

Question 2

Do I keep my normal phone number?

Accepted Answer

Yes, on a dual-SIM phone. Your physical SIM keeps handling calls and texts on your usual number, and the Tyigo eSIM handles mobile data. Switch data roaming off on your home SIM so it can't be used by accident.

Question 3

Can I make calls or send SMS with it?

Accepted Answer

No. These are data-only plans — they don't come with a phone number. Calls and messages work through apps like WhatsApp, FaceTime or Signal, which run over data.

Question 4

How much data do I need to choose?

Accepted Answer

None — that's the point. Every plan carries unlimited data, so there are no gigabyte tiers to pick between. The only thing you choose is how many days you want it for.

Question 5

Is “unlimited” really unlimited?

Accepted Answer

Unlimited refers to the volume of data, not to speed. Most travel eSIMs of this kind allow a certain amount at full speed each day and then slow down for the rest of that day. We have not had that threshold confirmed by a provider yet, so every plan page shows it as “not confirmed” rather than implying there is no limit at all. When we have it in writing, it will be printed on each plan.

Question 6

What happens if my trip is longer than the plan?

Accepted Answer

Validity runs continuously from activation and doesn't pause on days you don't use it, so choose the length of the trip rather than the number of days you expect to be online. If you run past the end, buy a second plan — the eSIM profile itself is separate from the validity period.

Question 7

Will my phone work?

Accepted Answer

It needs two things: eSIM support, and to be carrier-unlocked. Most iPhones from the XS onwards, Google Pixel from the 3, and Samsung Galaxy from the S20 support eSIM — with exceptions. Our compatibility page lists them and shows how to check your own phone in under a minute.

Question 8

How do I check if my phone is unlocked?

Accepted Answer

Ask your operator directly — it's the only reliable answer. A phone bought outright is usually unlocked; one that came with a contract may not be. A locked phone will install the eSIM and then refuse to connect, which is a frustrating way to find out.

Question 9

When should I install it — before or during the trip?

Accepted Answer

Install before you travel, while you have reliable Wi-Fi, but leave the line switched off until you arrive. Installing needs an internet connection; if you wait until you land you may have no way to get online to do it.

Question 10

Can I install the same eSIM on two phones?

Accepted Answer

No. An eSIM profile can normally only be installed once. If you delete it from your phone it usually cannot be recovered or reinstalled, so don't remove it until your trip is over.

Question 11

When does my plan start counting down?

Accepted Answer

It depends on the plan, and it's stated on every plan page. It's normally either when you install the eSIM or when it first connects to a network — never when you buy. If a plan page says 'not confirmed', that's because the provider hasn't told us yet, and we won't guess.

Question 12

My eSIM installed but there's no signal.

Accepted Answer

Check three things in order: that the Tyigo line is switched on, that data roaming is enabled for that line (it needs to be on, even though you aren't roaming in the usual sense), and that the Tyigo line is selected for mobile data. Restarting the phone after landing resolves most of the rest.

Question 13

What speed will I get?

Accepted Answer

Whatever the local network gives you where you're standing. We don't promise a speed, because we don't control the network — and any provider who does promise one is guessing on your behalf.

Question 14

What happens when my plan expires?

Accepted Answer

The connection stops. Nothing keeps charging in the background, which is the whole point compared with roaming — there is no bill waiting for you at home. Buy another plan if you need longer.

Question 15

Can I share my connection with a laptop or another phone?

Accepted Answer

It depends on the plan — tethering is a provider setting, not something we control. Each plan page states whether it's allowed, not allowed, or subject to conditions. Where it says 'not confirmed', assume it may not work until we can tell you otherwise.

Question 16

How do I pay?

Accepted Answer

By card, through our payment provider's own secure pages. Your card details are entered on their system and never reach Tyigo's servers.

Question 17

Which currency am I charged in?

Accepted Answer

Prices are displayed in the currency you pick, but the charge is always made in the base currency of the shop. Your bank may apply its own conversion. The exact amount is shown before you confirm.

Question 18

Can I get an invoice?

Accepted Answer

Yes. Your confirmation email is your receipt, and an invoice can be downloaded from your account. If you need it addressed to a company, email contact@tyigo.com with the order reference.

Question 19

Can I get a refund?

Accepted Answer

Yes, within 14 days of purchase, provided the eSIM has not been installed or activated. Once a profile has been installed it is consumed and cannot be resold, so it can no longer be refunded. Full terms are on the refund policy page.

Question 20

My eSIM doesn't work — what now?

Accepted Answer

Contact us before requesting a refund: most problems are a setting rather than a faulty profile, and we can usually fix it in a few messages. If the eSIM genuinely cannot be made to work, you get a full refund regardless of the 14-day window.

Frequently asked questions

Before you buy

Phone compatibility

Installation

Activation

Getting online

Tethering & roaming

Payment & billing

Refunds

Still stuck?