どのようにお手伝いできるでしょうか?

No, currently, an eSIM is locked to the device in which it is installed.

We hear your feedback and are actively working on something exciting—stay tuned!

Yes — but only if your laptop supports eSIM. To check if your laptop is eSIM compatible, refer to the eSIM Compatibility page.

You can use ConnectedYou eSIM on any iOS and Android devices that are not carrier-locked. See How to check if my device is locked to a carrier / mobile operator? for more information.

You can install & enable the ConnectedYou eSIM. The eSIM plan will automatically get activated as soon as you start using data in your destination region.

Yes, please enable roaming for the eSIM on your device just like you would do if you were using your home subscription in a foreign country. See How to enable roaming on my device for more information.

The APN is set up automatically as part of the installation process on iOS / Android devices. However, a few Android devices (e.g., Pixel) may need the APN to be set manually to "globaldata".

No. MacBooks currently don’t support eSIM. Use hotspot or external devices instead.

We don’t currently have a mobile app yet, but we are working on it. In the meantime, you can use our mobile-friendly website for all your needs.

No, we provide a completely digital service. Simply purchase your eSIMs by browsing destinations and follow the eSIM installation guide provided.

No, we only offer data for internet access while traveling but do not provide a phone number for voice calls or SMS. You can use data-based apps like WhatsApp for calls / messages.

You might have multiple SIM / eSIMs in your mobile device. If you would like to name / label the eSIM you have purchased, please follow the guide: name your eSIM.

eSIM-compatible devices can typically install 5-8 eSIMs, though the number of active eSIMs at once usually ranges from 1 to 2, depending on the device model. Check your device manufacturer's website for more details.

To use an eSIM, your device must be

• Carrier unlocked
• eSIM compatible

We have listed the esim compatible devices (to our knowledge) for your reference. _Visit your device manufacturer's website or check your device SETTINGS to see if eSIM is supported._

Anyone with an eSIM compatible device can use an eSIM. Please check if your device is eSIM compatible.

1. Browse destinations and purchase your eSIM
2. You'll receive a QR code on your email
3. Scan the QR code and complete the device setup. Follow our eSIM setup guide for more details.

Using iMessage with a ConnectedYou eSIM is seamless, but there are a few steps to ensure everything works properly:

• Go to Settings → Messages → Toggle iMessage ON / OFF → Send & Receive
• Ensure your Apple ID email is checked.
• Uncheck any outdated numbers (e.g., old SIM / mobile number).

iMessage will work over Wi-Fi or eSIM data, even if the number has changed.

No — desktop computers currently do not support eSIM technology.

Yes. Mobile Hotspot / Personal Hotspot / Tethering is available by default on all ConnectedYou eSIMs. See How to use Mobile Hotspot / Tethering? for information on how to use it on your phone.

An eSIM is a digital SIM card embedded directly into your mobile handset / tablet.

• You can purchase & download an eSIM subscription and connect to a cellular network without a physical SIM card.
• You can store multiple eSIMs in your device (around 5-8 depending on your device) giving you the flexibility to switch between the SIM subscriptions whenever you want.

ICCID (also referred to as eSIM serial number) is the unique number allocated to the eSIM QR code sent to you. Sometimes, our team may ask for this information during support troubleshooting.

• You can find this ID in the email sent to you along with the QR code.
• You should also be able to retrieve this information from your device by following the guide: How can I find my ICCID number?

The Android 10+ eSIM Installation Option lets compatible Android devices running Android 10 or later install your ConnectedYou eSIM directly from a special install link in your email.

Simply tap Android 10+ eSIM Install in your ConnectedYou email to start the setup instantly—no QR code scanning or manual entry required.

Available only on compatible Android devices running Android 10 or later.

The iOS 17.4+ eSIM Installation Option lets compatible iPhones running iOS 17.4 or later install your ConnectedYou eSIM directly from a special install link in your email.

Simply tap iOS 17.4+ eSIM Install in your ConnectedYou email to start the setup instantly—no QR code scanning or manual entry required.

Available only on compatible iPhones running iOS 17.4 or later.

You can use your physical SIM and ConnectedYou eSIM together — just enable the eSIM for mobile data to stay connected while you are in the destination region.

Instant and on-the-go connectivity, no need for public Wi-Fi, no hotspots.

How to install eSIMs on Android devices

How to install eSIMs on iPhones & iPads

You can only top-up for the destination for which you have purchased your eSIM. Example: If the original purchase was for Slovenia, you can only buy topup for Slovenia. If you travel to Australia, you will need to buy another eSIM (for Australia), download and install.

No, eSIMs can't be transferred between devices or accounts. Once activated, an eSIM is locked to that device and account. To use it on another device, purchase a new eSIM and activate it accordingly. Alternatively, you can share data using mobile hotspot.

We have displayed screenshots from the latest possible Apple (iPhone 14 Pro Max) & Android (Samsung S24+) devices. Note: The experience may differ on other Apple / Android devices

You will receive email notifications as you consume 50% & 80% of the eSIM data. Additionally you can check the remaining data balance in the My eSIMs section.

No, you do not need an ID card or passport to purchase a ConnectedYou travel eSIM.

You can sign in manually or directly log in with Google / Facebook.

• If you purchase an eSIM via guest checkout, your account will automatically be created based on your email address entered.
• Once you create an account or login you can view your order history and status of your order.
• If you've forgotten your account password, you can easily reset it using the 'Forgot Password' option.

It’s amazing and only getting better. Our eSIMs provide access to top global networks like Vodafone, AT&T, and Orange, with expanding 5G coverage across international destinations and more being added regularly.

The top-up should work right away after purchase, but if you’ve topped up after your data has completely run out, we recommend giving it up to 10 minutes to take effect or turn Airplane Mode on and off to trigger data usage.

You shouldn’t receive unexpected texts on your eSIM. Please verify if it's your other SIM that's receiving the messages. You should only get messages related to your usage and account. Please report any unusual SMSs for our team to investigate further.

Once an order is placed, a separate email with the QR code will be sent within 24 hours of placing the order. If you still cannot see it in your inbox, please check the SPAM folder. Still can't find it? Please contact our support.

Your eSIM data plan activates upon arrival in your destination country / region or immediately if installed while already there. Remember to enable the eSIM and turn on roaming.

The eSIM is valid for:

• 6 months from purchase date of an eSIM / top-up or
• 6 months from the validity period expiry of an eSIM / top-up

(whichever comes later) Note: eSIM will not expire as long as you use it once every 6 months or top-up.

All eSIMs / Topup purchased on ConnectedYou web store have a 30-day validity period. The activation of the data package starts the day you use data in the destination country.

You can see all the orders and check the list of eSIMs purchased by you under Account → Order History by logging into your account.

You can only top-up for the destination for which you have purchased your eSIM. Example: If the original purchase was for Slovenia, you can only buy topup for Slovenia. If you travel to Australia, you will need to buy another eSIM (for Australia), download and install.

No, eSIMs can't be transferred between devices or accounts. Once activated, an eSIM is locked to that device and account. To use it on another device, purchase a new eSIM and activate it accordingly. Alternatively, you can share data using mobile hotspot.

We have displayed screenshots from the latest possible Apple (iPhone 14 Pro Max) & Android (Samsung S24+) devices. Note: The experience may differ on other Apple / Android devices

You will receive email notifications as you consume 50% & 80% of the eSIM data. Additionally you can check the remaining data balance in the My eSIMs section.

No, you do not need an ID card or passport to purchase a ConnectedYou travel eSIM.

We have curated the information to manage your eSIM effectively for you to know how to check the data used from your data package and topup available for your eSIM.

You can sign in manually or directly log in with Google / Facebook.

• If you purchase an eSIM via guest checkout, your account will automatically be created based on your email address entered.
• Once you create an account or login you can view your order history and status of your order.
• If you've forgotten your account password, you can easily reset it using the 'Forgot Password' option.

You can Topup your current eSIM from the options you can view under the “My eSIMs” tab in your account. Our guide shows you how.

It’s amazing and only getting better. Our eSIMs provide access to top global networks like Vodafone, AT&T, and Orange, with expanding 5G coverage across international destinations and more being added regularly.

The top-up should work right away after purchase, but if you’ve topped up after your data has completely run out, we recommend giving it up to 10 minutes to take effect or turn Airplane Mode on and off to trigger data usage.

You shouldn’t receive unexpected texts on your eSIM. Please verify if it's your other SIM that's receiving the messages. You should only get messages related to your usage and account. Please report any unusual SMSs for our team to investigate further.

You can reuse your eSIM by doing a top-up (available soon) until after 6 months of last use. Once your eSIM usage is complete and you don't need it anymore, you will need to delete the eSIM manually. It won’t get deleted automatically.

Once an order is placed, a separate email with the QR code will be sent within 24 hours of placing the order. If you still cannot see it in your inbox, please check the SPAM folder. Still can't find it? Please contact our support.

Your eSIM data plan activates upon arrival in your destination country / region or immediately if installed while already there. Remember to enable the eSIM and turn on roaming.

If you cannot find the email with QR code or have deleted it by mistake, you can always download the same from your account under My eSIMs section.

The eSIM is valid for:

• 6 months from purchase date of an eSIM / top-up or
• 6 months from the validity period expiry of an eSIM / top-up

(whichever comes later) Note: eSIM will not expire as long as you use it once every 6 months or top-up.

All eSIMs / Topup purchased on ConnectedYou web store have a 30-day validity period. The activation of the data package starts the day you use data in the destination country.

You can see all the orders and check the list of eSIMs purchased by you under Account → Order History by logging into your account.

You can share unlimited unique discount codes with your customers. Each code can be redeemed once.

Customers can instantly install and download eSIMs once they redeem their discount codes.

No, there’s no minimum order quantity. We keep it flexible to suit your needs.

We offer exclusive bulk pricing packages based on region and data needs. Contact us at: esim@connectedyou.io for details and to select the best package for your business.

ConnectedYou offers 24 / 7 customer support to assist with any technical issues, ensuring that your customers receive prompt and effective assistance.

None at all. You will only be charged for the selected product. Once your usage is complete, you can buy more eSIMs or top-up your existing one (available soon). There are no additional automated charges.

Yes. ConnectedYou allows you to redeem points and gift the resulting coupon code to loved ones.

Yes, you will receive the invoices for all purchases of eSIMs / Top-ups made on our webstore to your email address.

Accumulate 200 points to automatically upgrade to Gold. Gold members receive 20% off purchases when logged in with their registered email.

You earn 1 point for every $1 spent on eSIM purchases.

Log in to your ConnectedYou account, go to Rewards, select the points you want to redeem, and apply the generated coupon code at checkout. Here is How to redeem the Reward points for your reference

Each point can be redeemed for $0.05 off your ConnectedYou purchase.

No, we do not provide refunds for unused data. We recommend choosing a plan that aligns with your needs as closely as possible.

The Standard Tier is the starting level of the ConnectedYou Membership Program. Create an account and log in to join automatically. Earn 200 reward points to upgrade to Gold Membership and unlock additional benefits.

Returns & Refunds are available in accordance with our Refund Policy. Here is our Refund policy.

We currently support following payment methods

• Credit & Debit cards (American Express, MasterCard, VISA, Maestro, UnionPay)
• Paypal

Yes. Most eSIM-enabled laptops allow you to store multiple profiles, but only one can be active at a time.

Once you install the ConnectedYou eSIM and start using data, make sure

• iMessage is Actually Activated: Settings → iMessages → Send & Receive

• Apple ID is listed and checked: Email ID should be selected and not mobile number.

You might have multiple SIM / eSIMs in your mobile. Here is how to know which SIM / eSIM is using data.

Our help desk is here to assist you via chat. You can also email us at esim@connectedyou.io.

You can scan your QR code from the eSIM menu of your device. Some devices may allow you to add the eSIM directly from camera / photos / email as well. Please refer to eSIM setup guide for details.

If you have issues, please contact our support.

If your device supports eSIM, setting it up is straightforward:

• Step 1: Go to Settings > Network & Internet > Cellular

• Step 2: Select Manage eSIM profiles and click Add new profile

• Step 3: Choose to enter an activation code or scan the QR code provided by your eSIM provider

• Step 4: Follow the on-screen instructions to complete activation

Once set up, your laptop will connect to mobile data instantly — no physical SIM required.

Speed can vary due to coverage, congestion, and other factors. To improve speed, try these steps:

• Turn off Data Saver / Limit IP Address Tracking: See how to boost mobile data speed.

• Toggle airplane mode on and off.

• Temporarily switch to 3G, then back to 5G.

• Manually select a different network to see if it provides better service.

This may happen if the QR code has already been used. Check if the eSIM is already installed on this or another device.

• Please refer to this page: eSIM code is not valid to confirm this is what you are experiencing.

If you have never installed the eSIM previously, please contact our support. Do remember to take screenshots of any errors for our team to best support you.

Please note that you will be able to use iMessage from and to the ConnectedYou eSIM as below:

From CY eSIM: Recipient should be email address and not a number, have their email address / number to be enabled for iMessages.

To CY eSIM: Recipient should be email address and not a number. Sender should have their Apple email address enabled to send the iMessages

✅ For best results with a data-only eSIM, both parties should have their Apple ID emails enabled and use the same for sending and receiving iMessages.

Deleting an eSIM is a device-specific process. Here is a guide on How to Delete an eSIM?

• If you encounter any issues, please contact your device manufacturer for assistance.

• We're also here to help and understand the issue, so take screenshots of any errors you face and contact our support.

eSIM offers a more stable, secure, and efficient connection without draining your phone battery or depending on another device.

If you are in your destination country and your eSIM doesn't work, please check the following:

1. Ensure your eSIM is enabled on your device.

1. Turn on data roaming.

1. Ensure mobile data is selected as being used from the ConnectedYou eSIM.

1. Make sure Data Saver / Limit IP Address Tracking is turned off to allow faster data speeds.

If the issue persists, please contact our support.

If the eSIM won't download or install, try these steps:

• Ensure your device is eSIM compatible.

• Check your internet connection (e.g. Wi-Fi).

If for some reason your QR code isn't being recognized, try:

• Manually enter eSIM information (here's the guide to set up your eSIM)

If the issue persists, please contact our support. Do remember to take screenshots of any errors for our team to best support you.