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Quick answers to the questions we hear most
Your eSIM may display under a different carrier name (such as 'Travel Plus') depending on your device and region. This is completely normal — the eSIM is still the GlobaleSIM product you purchased.
Yes! We recommend installing your eSIM before departure so you can verify everything is working. Just don't activate it as your primary data line until you arrive at your destination.
Go to Settings → Cellular → Add eSIM. Scan the QR code from your confirmation email or enter details manually. Follow the on-screen prompts to complete setup.
First, toggle Airplane mode on and off. Verify your eSIM is set as the data line in settings, and ensure data roaming is enabled for the eSIM line.
Log in to the app or website, go to My Plans, select your active plan, and choose Top Up. Follow the checkout process to add more data.
Yes. If your eSIM has not been activated or used, you may request a full refund within 30 days of purchase. Contact support with your order number.
GlobaleSIM covers 190+ countries and territories worldwide. Check the Destinations page for the full list and country-specific plan options.
Standard GlobaleSIM plans are data-only. However, some destination-specific plans include local voice and SMS. Check plan details before purchasing.
Ensure you have a Wi-Fi connection during activation. Verify your device is unlocked and eSIM-compatible. Try restarting and attempt activation again.
Yes! All GlobaleSIM data plans support VoIP calls and messaging via apps like WhatsApp, Skype, FaceTime, and others.
Our support team is available 24/7 — we're always happy to help.
What is an eSIM, how it works & device requirements
An international eSIM is a digital version of a SIM card that eliminates the need for physical chips. Unlike traditional carrier roaming, which often results in high costs, GlobaleSIM provides a cost-effective, prepaid data solution. It offers the flexibility to switch between local networks globally, ensuring a reliable cellular connection without searching for a local kiosk.
Yes, absolutely. Your device allows you to use your physical SIM and GlobaleSIM simultaneously. You can keep your WhatsApp number, iMessage, and 2FA (Two-Factor Authentication) active on your primary line, while using GlobaleSIM for high-speed data to avoid roaming charges.
No. GlobaleSIM functions as a secondary digital line. You keep your physical SIM inside your phone, allowing you to manage two active plans at once. This removes the risk of losing your original SIM card while traveling.
Definitely. Using a private eSIM connection protects your sensitive data from the security risks associated with unsecured public Wi-Fi networks in airports or hotels. It is a crucial layer of cybersecurity for travelers accessing banking or work apps abroad.
Yes, our data plans support tethering. You can share your high-speed internet with your laptop or other devices, making it an ideal solution for digital nomads and business travelers who need a reliable mobile hotspot.
Still need help?
Our support team is available 24/7.
Account basics, compatibility & common questions
Yes, we can change the activation date on your eSIM plan. Contact our support team with your order details, and they will work with you to find a solution that matches your travel dates.
If you didn't receive a confirmation email, you can still contact GlobaleSIM support by providing the name associated with your order instead of the order number. Our support team can look up your account using your name and help you with any activation or technical issues.
If you haven't received an order confirmation email, contact our support team and provide the email address associated with your account. Our agents can look up your order details in our system and assist you with any changes or questions about your plan.
Your order number is a 5–6 digit number that can be found in your GlobaleSIM app or in your emailed receipts. If you're having trouble locating it, check your account or receipt emails for the order reference number.
Yes, GlobaleSIM eSIMs are compatible with iPhone 16. If you're experiencing activation issues on your iPhone 16, please check your Cellular settings and contact support with a screenshot of your settings and your order details for assistance.
Your eSIM may display under a different carrier name (such as 'Travel Plus') depending on your device and region. This is normal and doesn't indicate a problem with your service. The eSIM is still the GlobaleSIM product you purchased.
Yes, you can receive messages on both your primary SIM and eSIM simultaneously. Both SIMs can work together on dual-SIM capable devices, allowing you to maintain connectivity on both lines.
Yes, you can install your eSIM in advance. Once installed, it will show in your device settings. You don't need to activate data roaming until you arrive at your destination — simply enable it when you land by going to Settings > Cellular and turning on Data Roaming for your eSIM.
Yes, you can install and activate your GlobaleSIM eSIM in your home country. However, make sure to turn off your physical SIM and enable Data Roaming on the eSIM for it to connect to the network. The eSIM will work with our partner networks once these settings are properly configured.
If you have multiple eSIMs on your device, you can organize them by labeling each one accordingly in your phone's settings. You can also delete any old or unused eSIMs to keep your device clean and prevent accidental deletion of active profiles. This helps avoid confusion when managing multiple eSIM profiles.
If you need to report an issue with your eSIM, you can reach our 24/7 customer support team through chat by going to the GlobaleSIM app or website. You can also send us an email at cs@globalesim.app. Our support team can assist you with coverage issues, troubleshooting, and account-related questions.
When reaching out to our support team for help, please have your order number or email address ready. We may also ask for details about your device model to better diagnose and resolve your issue.
Our support team aims to keep your chat active while we investigate your issue. If you're experiencing repeated disconnections, let your agent know so they can ensure your conversation remains open while they work on your case.
You'll receive updates either via email or through your active support conversation in the chat. Make sure to check both channels for responses from our support team regarding your issue.
GlobaleSIM currently offers technical support in English. If you need assistance, please submit your request in English and our support team will be happy to help you.
Yes, GlobaleSIM offers partnership opportunities for content creators and influencers. To explore collaboration options, please visit our partner program page at globalesim.app/partner-with-us/ and fill out the information form. Our team will review your request and contact you with further details about how we can work together.
GlobaleSIM welcomes partnership and collaboration inquiries from content creators, influencers, and businesses. To explore partnership opportunities, including promotional campaigns and brand collaborations, please visit our Partner With Us page at globalesim.app/partner-with-us/ for detailed information on how to get started.
Still need help?
Our support team is available 24/7.
Payments, invoices, receipts & refund policy
Yes, you can request a refund if you purchased your eSIM by mistake or no longer need it. Submit your refund request to our support team via chat or email with your order number, and our financial department will review your request.
Yes, you can request a refund. Submit your refund request through our support team, and it will be forwarded to our financial department for review. Refunds typically take several business days to process.
If you've ordered an eSIM that you didn't intend to purchase, please contact our customer support team to request a refund. Our support team will review your request and process your refund accordingly. For the fastest assistance, please communicate with us in English.
To request a refund, contact our customer support team and explain the issue you're experiencing. Provide your order details, and our team will forward your refund request to our financial department for review. We'll notify you once your refund has been processed.
If you wish to cancel, you have two options: request a full refund (which takes up to several business days for management approval and processing), or convert your payment into a voucher code that you can use for any future purchases on GlobaleSIM. Contact our support team to discuss which option works best for you.
Once you've submitted a refund request, no further action is needed on your part. Our financial department will review your request and contact you directly once the refund has been processed.
Refund processing can take several days. Once a refund request is submitted, it goes to our Financial Team for verification and processing. You'll receive an update via email or through your support conversation once the refund has been confirmed and processed.
Refunds are typically processed within a few weeks and returned to the original payment method used for your purchase. If you don't see your refund within the expected timeframe, please contact our support team with your order details, and we'll follow up with our Finance team to confirm the refund status and provide you with a reference number.
If you requested a refund and haven't received it after several weeks, reach out to our customer support team immediately. Provide your order number and payment details. Our Finance team will investigate whether the refund was processed to the correct account and can provide you with a proof or reference number confirming the transaction. If the refund was sent to a different payment method, we can help identify where it went.
If you notice a discrepancy between the refund amount you requested and what you received, please contact our support team with a screenshot of the credited amount. Our Financial Team will review the transaction history and correct any errors. This verification process may take a few days.
If you suspect your refund was sent to a different account than the one you used for purchase, contact our support team immediately. Provide details about the payment method you originally used. Our Finance team can investigate where the refund was directed and help resolve the issue.
Yes. If you need confirmation that your refund has been issued, contact our support team and request a proof or reference number from our Finance team. Once we receive this documentation, we'll forward it to you via email. This reference helps you verify the refund with your bank if the funds haven't appeared in your account.
If support can't immediately locate your transaction, it may be because the order number, payment email, or account name doesn't match our records exactly. Provide a screenshot of your payment confirmation and confirm the exact name used during purchase. For multiple transactions, these may need to be escalated to our financial team for further review.
If you've been charged multiple times for a single order, please contact our support team immediately with screenshots of the duplicate charges from your bank. Our Financial Team will investigate and verify the payments. Do not make additional payments — wait for our team to confirm the situation and resolve the duplicate charges before proceeding.
If you believe you've been charged twice, our support team will escalate your case to the Financial Team for verification. The timeline depends on the complexity of your situation, but you'll be notified once our Financial Team has confirmed the details and determined the next steps. Do not wait in the chat indefinitely — our team will respond to you with an update.
Contact GlobaleSIM support immediately and provide your order number. Our team will investigate whether there was a provisioning delay or a failed transaction. If the issue cannot be resolved by adding the data to your account, we will process a refund for you.
First, verify that your coupon code is valid for your destination country, as some codes have regional restrictions. If the code still doesn't work, reach out to GlobaleSIM support with your code and country details, and our team will help you find an applicable alternative code or resolve the issue.
Some coupon codes have limited coverage and may not be applicable to all countries or plans. If your code isn't working, contact our support team with your code and destination country, and we can provide you with an alternative code that's valid for your specific location.
Still need help?
Our support team is available 24/7.
Connection issues, APN settings & network help
To update your APN — based on your device model:
Apple: Go to Settings > Cellular > Under SIMs, tap your eSIM line > Cellular or Mobile Data Network > APN (depends on the specific APN for your plan).
Android: Go to Settings > Connections > Mobile Networks > Access Point Names > Click the Menu button > Tap New APN or the + sign > Name: Globalesim > APN: (depends on the specific APN for your plan) > Save.
Note: APN may vary depending on the plan you have. Please contact our customer support to know the specific APN needed for your eSIM.
GlobaleSIM has a strong global network coverage with usually more than one network in a country. Slow data can indicate a bad coverage area related to your current location. On crowded places like airports, the connection might be slower than usual, where an 'E' (Edge - 2G) appears at the top. Inside apartments, coverage might also be slower. If you are having slow data speed when outside on the street, feel free to contact GlobaleSIM support for further advice on how to improve data speed.
To enable Data Roaming based on your device model:
Apple: Go to Settings > Cellular > Under SIMs, tap your eSIM line > Turn ON 'Data Roaming' so that it is green.
Android: Go to Settings > Connections > Mobile Networks > Turn ON 'Data Roaming' so that it is blue.
Still need help?
Our support team is available 24/7.
Download, features & app troubleshooting
First, check your Spam or Junk folder, as the email may have been routed there. If you still cannot locate your login credentials, please contact our support team and provide the email address used to place your order or your order number. We will verify your purchase and send a password reset link to the email address associated with your account so you can regain access to the app.
Still need help?
Our support team is available 24/7.
Add data, check balance & manage renewals
You can top up your eSIM data plan by logging into the GlobaleSIM app or visiting the website. Simply go to 'Topup' located at the top right of our site or visit globalesim.app/top-up/. Input your activation code and select the top-up plan you prefer.
To top up your eSIM, go to the 'Topup' section located at the top right of the GlobaleSIM website or visit globalesim.app/top-up/. Enter your activation code and select your preferred top-up plan.
Note: if the system doesn't allow you to select a different country, it means that country is not compatible with your current eSIM, and you'll need to purchase a new eSIM instead.
You can add a Voice Minutes plan to your eSIM by performing a top-up. Visit the 'Topup' section at the top right of the GlobaleSIM website (globalesim.app/top-up/) or use the mobile app. Enter your activation code and select the Voice Minutes top-up plan you prefer. The plan will be added to your existing eSIM immediately.
Your top-up will appear in the GlobaleSIM app once the purchase is processed. You should see the updated plan details and validity date reflected in your app shortly after completing the top-up.
If you've purchased a top-up and your payment went through but you didn't receive an activation email or code, contact GlobaleSIM support with your eSIM details. Our team can verify your purchase and help you activate your top-up without needing to re-purchase.
If your top-up data isn't being reflected on your eSIM after purchase, restart your phone to refresh the connection and allow the top-up to activate properly. You can also try toggling airplane mode on and off. If the data still doesn't work after restarting, contact our support team with your account email address and we'll make the necessary adjustments on our end.
If your purchased data isn't showing on your eSIM, first restart your phone to refresh the connection. If the issue persists, contact GlobaleSIM support with your order number and payment confirmation (screenshot from PayPal or your email receipt). Provide your eSIM's ICCID number.
For Apple: Settings > General > About > Scroll down until the ICCID line of the eSIM appears.
For Android: Settings > Connections > SIM Manager > Turn on the eSIM and click on the icon > More information > The ICCID will appear.
If you've been charged for a data top-up but haven't received the additional GB on your eSIM, please contact our support team immediately with your order number. Our team will investigate the transaction and either ensure your data is provisioned or process a refund if needed.
If your top-up payment was processed but you didn't receive an activation code or confirmation email, contact our support team with your order number or email address. Our team can verify your order and make adjustments on the backend to activate your top-up. You may not need to manually reinstall the eSIM if the ICCID is correct — simply restart your phone to refresh and apply the top-up.
When reporting a missing data top-up, provide your order number (starts with GES-), the name used during purchase, a screenshot of your payment confirmation (from PayPal or GlobaleSIM email), and your eSIM's ICCID number. This documentation helps our support team quickly locate your transaction and resolve the issue.
GlobaleSIM data top-ups have different validity periods depending on the plan size:
20GB, 15GB, and 10GB — valid for 30 days
5GB — valid for 21 days
3GB — valid for 14 days
2GB — valid for 10 days
1GB — valid for 7 days
Yes, if your travel plans change and you need coverage beyond your original plan expiration date, reach out to our support team with your order information. They can extend your plan's validity period to ensure you have uninterrupted service throughout your trip.
Your new data plan should activate immediately and appear in your account, according to the activation date you selected when making the order. You should see signal bars at the top — please make sure to turn on 'Data Roaming' on your device.
Not necessarily. If your eSIM is already installed and the ICCID is correct, you don't need to reinstall it. Instead, simply restart your phone to refresh the connection and apply the top-up. Only reinstall if instructed by support or if the eSIM fails to activate after a restart.
Still need help?
Our support team is available 24/7.
Fix common errors, no service & activation issues
If your plan shows as active in your account but you're not receiving service, restart your phone to refresh the connection and allow it to properly register the active plan. This simple step often resolves connectivity issues after a plan purchase or activation.
Data Roaming should be turned ON for your GlobaleSIM eSIM line to ensure proper connectivity. At the same time, make sure your physical SIM is turned OFF to avoid conflicts between the two connections.
First, ensure your physical SIM is turned OFF and Data Roaming is enabled. Go to: Settings > Cellular > select your eSIM line > turn ON 'Data Roaming' (green). If you've completed this, try restarting your device. If the issue persists, contact support with a screenshot of your eSIM settings.
If airplane mode toggle doesn't resolve your connection issue, the next step is to restart your phone completely. A full phone restart refreshes all system connections and often resolves eSIM connectivity problems. If you've tried both airplane mode and restarting without success, reach out to our support team for additional assistance.
If Data Roaming is enabled but you're still unable to connect to data, try performing a power cycle on your device. Restart your phone completely — this will allow the hardware to reinitialize and re-establish its connection to the network. In most cases, this resolves connectivity issues.
Contact GlobaleSIM support with your purchase email address. We can generate a replacement eSIM with a new activation code. Delete your current eSIM and restart your device before installing the new one. We'll provide either a QR code or manual installation details (SM-DP+ address and activation code) for you to set up the replacement.
If your GlobaleSIM app is loading but not displaying content, this is often related to your internet connection. First, ensure your internet or WiFi connection is working properly. Try closing the app completely and switching to a WiFi connection, then reopen the app. If the issue persists, the app may be undergoing maintenance. Contact our support team for assistance.
If your eSIM doesn't appear in your SIM menu after activation, first ensure that Data Roaming is enabled on your device. Go to Settings > Cellular/Mobile Service and turn on Data Roaming. This setting is essential for your eSIM to function properly, especially when traveling internationally. If the issue persists, contact our support team with your order number and device type so we can verify your eSIM's ICCID (found in Settings > General > About).
To check your eSIM's ICCID: Go to Settings > General > About, then scroll down until you see the ICCID line. This unique identifier confirms that your eSIM is correctly installed on your device. If you're experiencing issues, your support team may ask for a screenshot of this information to verify the correct eSIM is active.
An activation error typically occurs when the eSIM is already installed on your device. To resolve this, verify the eSIM installation by going to Settings > General > About and checking the ICCID. If the eSIM is already installed, ensure you have the correct SIM selected as your default Mobile Data connection and that Data Roaming is enabled for that SIM.
If you see a 'not valid anymore' message when trying to scan the QR code, it likely means your eSIM has already been successfully installed on your device. You can verify this by checking Settings > Cellular, where your eSIM should appear. Contact support if you need to reinstall or if you see no eSIM in your settings.
Once an eSIM activation code has been used, it cannot be reused. If you see this error, it means the eSIM was already successfully installed on your device. Instead of reinstalling, check your phone settings to verify the eSIM is active and properly configured for data roaming.
If your eSIM shows an activation error message, try the following: Go to Settings > Cellular and take a screenshot to verify your cellular configuration. If the issue persists, contact GlobaleSIM support with your order number or the name associated with your order. Our support team can investigate the activation failure and help resolve it.
If your newly purchased eSIM isn't working, the QR code may be invalid or already used. Contact GlobaleSIM support with your order number, and our team will send you a new QR code to activate your eSIM. Ensure you're scanning with a compatible device and that you haven't already scanned the original code on another phone.
If your eSIM appears invalid before activation, it may be a display issue rather than an actual problem. Contact our support team with your phone model and email address used during purchase, and we can verify the installation status in our system. In many cases, the eSIM has been successfully installed even if it appears inactive.
Your eSIM may be cancelled if you've requested a refund on that order. A cancelled eSIM will not work and cannot be reactivated. If you need a functional eSIM, contact our support team to verify your refund status and discuss options for obtaining a new eSIM.
Sometimes eSIMs require backend configuration adjustments on GlobaleSIM's servers to activate properly, especially if there are connectivity issues or configuration errors with your plan. After our support team makes these adjustments, restarting your phone will refresh your settings and enable your eSIM to connect.
First, ensure Data Roaming is enabled in your device settings. Verify that the correct eSIM is installed by checking the ICCID in Settings > General > About. Then restart your phone to refresh the connection. If the issue persists after these steps, contact support with your order number or email address so our team can make backend adjustments to activate your service.
First, ensure your eSIM is activated and not in airplane mode. Also, make sure that your eSIM is set as your default Mobile or Cellular Data. Make sure Data Roaming is enabled:
Apple: Settings > Cellular > tap your eSIM line > Turn ON 'Data Roaming' (green).
Android: Settings > Connections > Mobile networks > Turn ON 'Data Roaming' (blue).
If your eSIM isn't working after installation, verify that Data Roaming is enabled in your phone settings. After enabling it, test your data connection. If you continue experiencing issues, contact our support team with your phone model so we can investigate further.
First, verify you have the correct eSIM profile installed by checking your device's ICCID (Settings > General > About > scroll for ICCID). If correct, configure your APN settings: Settings > Cellular > select your eSIM > Cellular Data Network > APN. Reset the APN, enter 'internet' in the APN field, leave username and password empty, then restart your phone. Ensure Data Roaming is ON for your eSIM and your physical SIM is OFF.
If your eSIM isn't connecting, first ensure your physical SIM is turned OFF. Then, make sure Data Roaming is enabled.
Apple: Settings > Cellular > tap your eSIM line > Turn ON 'Data Roaming' (green).
Android: Settings > Connections > Mobile networks > Turn ON 'Data Roaming' (blue).
Finally, make sure your eSIM is set as your default mobile data in your device settings.
First, ensure that your physical SIM is turned OFF. Then, go to Settings > Cellular > tap your eSIM line and verify that 'Data Roaming' is turned ON (green). If data still isn't working, restart your device to allow the hardware to reinitialize and re-establish its connection to the network.
If your eSIM isn't connecting or working, please contact our support team with your order number and the device you're using (e.g., iPhone model). Our team will troubleshoot the issue and may need to verify your account details before providing a solution. Common reasons for non-working eSIMs include cancelled orders or pending refund requests — our support team can confirm your order status and help resolve the issue.
First, verify that your eSIM is enabled in your phone settings and set as your primary line for data. Check that Cellular Data and Data Roaming are both turned on. Ensure your primary SIM is turned off. If the eSIM still shows no data, restart your phone and check your coverage in your current location. If problems continue, contact support with your phone model and purchase email.
First, verify that your eSIM is set as the default mobile data source in Settings > Cellular. Then check that Data Roaming is enabled for your eSIM line by going to Settings > Cellular > tap your eSIM line > turn ON 'Data Roaming' (green). If the issue persists, contact support with your phone model and purchase email for further investigation.
If you're not connecting to data after activating your eSIM, first make sure you've turned OFF your physical SIM card. Then, enable Data Roaming:
Apple: Settings > Cellular > tap your eSIM line > Turn ON 'Data Roaming' (green).
Android: Settings > Connections > Mobile networks > Turn ON 'Data Roaming' (blue).
If your eSIM isn't working upon arrival in your destination, restart your phone first to refresh the connection. Then contact GlobaleSIM support with details about your phone model and the email address used for your purchase. Our support team can investigate and make backend adjustments to ensure your eSIM activates properly.
If your eSIM isn't connecting after activation, try restarting your phone first to refresh the connection. If that doesn't work, verify that Data Roaming is enabled in your device settings. Make sure your physical SIM is turned OFF so there's no conflict with the eSIM. If you're testing your connection, ensure you're not connected to Wi-Fi, as this may mask connectivity issues with your cellular data.
If your eSIM data isn't working, first verify that your plan is active and has available data balance. If you recently purchased a top-up and it's not showing, contact our support team with your order number. They can check your account status and troubleshoot the connection issue.
This usually indicates Data Roaming is disabled. Go to Settings > Cellular > tap your eSIM line > ensure 'Data Roaming' is toggled ON (green). Also make sure your physical SIM is turned OFF. After making these changes, restart your device and test your connection.
To ensure your eSIM connects properly: Turn OFF your physical SIM card. Go to Settings > Cellular > tap your GlobaleSIM eSIM line. Turn ON 'Data Roaming' (green). Restart your device. Data Roaming must be enabled for the eSIM to connect to our partner networks.
This message typically appears when your eSIM hasn't been properly activated or Data Roaming isn't enabled. If it has been installed, you don't need to rescan the QR code. Instead, enable Data Roaming: Settings > Connections > Mobile networks > turn ON 'Data Roaming' (blue). Then restart your device and test the connection.
4G vs 5G availability depends on your location and whether that area has 5G coverage. Even in areas with 5G capability, you may need to toggle your 4G settings or restart your connection. If you previously had 5G in your location, try toggling the 4G option in your cellular settings to refresh your network connection.
If your eSIM shows 0 KB of data after activation, it may not be properly connected to the network. Check that Cellular Data is enabled and that Data Roaming is turned on. Verify that your eSIM is set as your primary line for data. If the issue persists, contact support with your phone model and purchase email for further assistance.
If your eSIM displays 0KB or isn't connecting, first restart your phone to refresh the connection and allow the settings to update. If the issue persists after restarting, contact GlobaleSIM support with your phone model and account email so our team can make necessary adjustments on their end to activate your plan.
Your eSIM's location is determined by the network it connects to based on your physical location and the APN settings. For Android: Go to Settings > Cellular > Access Point Names, tap New APN, enter 'Globalesim' as the name and 'ifast' as the APN, leave other fields empty, save, and mark it as active. Then restart your device and allow several minutes for it to reconnect to the local network.
APN may vary depending on the plan you have. Please contact our customer support to know the specific APN needed.
Apple: Settings > Cellular > tap your eSIM line > Cellular or Mobile Data Network > APN.
Android: Settings > Connections > Mobile Networks > Access Point Names > New APN > Name: Globalesim > APN: (depends on your plan) > Save.
Go to: Settings > Cellular > select your eSIM under SIMs > tap 'Network Selection' > disable Automatic. Wait for the page to refresh, then manually select an available network from the list. If the expected network doesn't appear, try connecting to each available network one at a time.
First, restart your phone to allow it to reconnect to the local network in your current location. If the issue persists, modify your APN settings.
Apple: Settings > Cellular > tap your eSIM line > Cellular Data Network > APN.
Android: Settings > Connections > Mobile Networks > Access Point Names > New APN > Name: Globalesim > APN: (depends on your plan) > Save.
Note: APN may vary depending on the plan. Contact customer support to know the specific APN needed.
Your eSIM's displayed location is determined by which local network provider it connects to in your current country. If you're experiencing location mismatches, this is typically an APN configuration issue. Try updating your APN settings as recommended by our support team, or contact our technical team if APN changes don't resolve the issue.
There can be several reasons why your eSIM isn't connecting in a covered country, including data roaming not being enabled, your physical SIM interfering, or network compatibility issues. Always ensure data roaming is turned ON and your physical SIM is disabled. If you've tried all standard troubleshooting steps and still have no signal, contact our support team with your order number and device details.
A strong signal doesn't always guarantee data connectivity. Check if your current location is covered by your GlobaleSIM plan. Some countries or regions may not be included in your selected plan, which would prevent data service even with full signal bars. Verify your plan's coverage map for your destination country.
First, confirm that your current location is covered by your GlobaleSIM plan by checking the coverage map. If your location is covered, verify your eSIM is active in your device settings. If you're in an uncovered area, your data will not work regardless of signal strength. Contact support with your phone model and current location for further assistance.
After restarting your phone, if data still isn't working, contact GlobaleSIM support immediately with your order details, email address, and eSIM ICCID number. Our team will verify that your top-up was successfully applied and make necessary adjustments on their end to restore your connection.
If you're experiencing issues with your data connection or eSIM isn't working well, contact our support team with your order number. Our team will troubleshoot the issue with you, which may include verifying your device type and checking your plan settings to resolve the problem.
First, restart your phone to refresh the eSIM and allow the top-up to sync properly. Wait a few moments after restart for the data to be recognized. If the top-up still doesn't appear, reach out to support with your purchase email address so our team can review your account and apply any necessary technical adjustments.
If your data isn't working after topping up, try the following: First, toggle airplane mode on and off to refresh your connection. If that doesn't work, restart your phone completely to refresh the eSIM settings. This will allow the top-up to be properly applied. If the issue persists, contact our support team with the email address associated with your account.
If your eSIM becomes inactive after purchasing a top-up, ensure Data Roaming is enabled in your settings and restart your device. If the top-up hasn't been activated yet, you may need to contact support to complete the activation process if you didn't receive an activation code.
If your data plan appears active in your account but isn't working, try restarting your phone to refresh the connection. This allows your device to properly recognize and activate the plan. If the issue persists after restart, contact GlobaleSIM support with your order number for further assistance.
If you experience data connectivity issues with your eSIM, please contact our support team immediately with details about your issue, including your order information and location. Our team will investigate the problem and can offer solutions, which may include processing a refund if the service cannot be restored.
Your eSIM may stop working due to a connectivity glitch, low to no signal in your current location, incorrect settings, or a technical issue on our end. First, try restarting your connection with airplane mode. If the problem persists, contact support with your phone model and current location so we can troubleshoot or provide a replacement eSIM.
If you're unable to receive incoming calls, first ensure you are not connected to WiFi — your eSIM needs a cellular data connection to receive calls. If calls still don't go through and you see an error like 'the number you are calling is not in use', contact our support team with your order number and email so our Technical Team can investigate the issue.
If callers receive an error saying 'the number you are calling is not in use,' this typically indicates an issue with your eSIM's incoming call capability. First, verify you're on a cellular connection (not WiFi). If the problem persists, contact GlobaleSIM support with your order details so our Technical Team can diagnose and resolve the issue.
If you've confirmed you're not on WiFi but still cannot receive calls, there may be a deeper technical issue with your eSIM configuration. Contact GlobaleSIM support immediately with your order number and email address so our Technical Team can investigate and provide a solution.
Still need help?
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Calls, texts & VoIP with your eSIM
Phone numbers are only issued when you purchase a 'Voice Minute' plan in addition to your data plan. If you have only purchased a data-only plan, you will not receive a phone number. To get a phone number, you need to add or purchase a Voice Minute plan.
Phone numbers are only issued to customers who have both a Data plan and a Voice Minutes plan (100 or 200 minutes). If your order includes only a Data plan, a phone number won't be automatically assigned. However, you can add a Voice Minutes plan to your existing eSIM at any time through a top-up.
Yes, phone numbers are only issued to customers who purchase a Voice Minute plan in addition to their data plan. If you only purchase a data plan, you will not receive a phone number.
Currently, GlobaleSIM issues phone numbers only as part of a Voice Minute plan combined with a data plan. A phone number cannot be purchased as a standalone product without a data plan.
You can identify your assigned phone number by making a call using the GlobaleSIM app — your assigned number will be displayed to the recipient. Alternatively, check the confirmation email you received after placing your order. If you're unable to locate the email, contact our customer support team and we'll be happy to provide your assigned phone number.
GlobaleSIM currently offers US (+1) and UK (+44) phone numbers with Data + Voice plans. We do not provide local phone numbers for other countries at this time.
No, GlobaleSIM does not currently offer local phone numbers for countries outside the US and UK. When you purchase a Data + Voice plan, you will receive either a US (+1) or UK (+44) phone number.
To make voice calls, you must use the GlobaleSIM app rather than your phone's default dialer. Open the app, go to 'Info', and click on 'Use GESim Phone' to access the built-in dialer. When entering a phone number, start only with the country code, area code, and mobile number — do not include '+' or '00' prefixes. Your call will be deducted from your plan's available minutes.
Yes, you must download the GlobaleSIM app to make and receive calls. The voice feature doesn't work on your phone's standard or native dialer. Once downloaded, login > My eSIMs > Info > Use Gesim Phone to access the dialer. When dialing, please DO NOT add '+' or '00'. Start with the country code, area code, then mobile number.
When dialing in the GlobaleSIM app, enter only the country code, area code, and mobile number. Do not add a '+' sign or '00' prefix at the beginning of the number. For example, for a Kenyan number, enter it as: [country code][area code][number].
This error can occur even if your plan includes minutes. First, ensure you are dialing from the GlobaleSIM app by clicking on 'Info' and then 'Use GESim Phone' to access the dialer. When entering a number, do NOT add a '+' sign or '00' prefix — only start with the country code, area code, and mobile number. If you continue to experience issues, contact our support team with a screenshot of your dialing attempts so our Technical Team can investigate further.
Make sure you are using the correct international area code when dialing, including for local numbers. If you continue experiencing call failures after manually switching your network and configuring the APN settings, you must use the GlobaleSIM app to make outgoing calls.
If you're unable to make calls through the GlobaleSIM app, first verify that your internet connection is stable. Close the app completely and try reconnecting using a WiFi connection instead of mobile data. Reopen the app and attempt to make a call again. If the issue continues, the app may be undergoing scheduled maintenance. Reach out to our support team for further troubleshooting.
No, you need a phone number to receive SMS messages. Phone numbers are only issued when you purchase a Voice Minute plan alongside your data plan.
No, GlobaleSIM does not support receiving verification codes or OTPs from third-party services. We only support regular SMS messages. If you need an eSIM specifically for verification codes, GlobaleSIM may not be the right solution for your needs.
Still need help?
Our support team is available 24/7.
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