FAQS

Frequently Asked Questions

eSIM is simple to use, but if you have any questions, you’ll likely find the answer here.

Contents

About eSIM

n eSIM is a digital version of a physical SIM card. It allows you to connect to a mobile network and browse the Internet just like a physical SIM.

An eSIM does everything your traditional SIM does: access mobile data, use your favorite apps without reinstalling, and keep chatting on WhatsApp. But it’s even better: easier to set up, more secure, and lets you have multiple numbers on one device.

Using an eSIM requires a compatible device and installation via QR code. Also, while uncommon today, make sure your device isn’t locked to a specific network by your carrier.

eSIM support varies by manufacturer and model. Some regions may have versions without eSIM functionality, and some carriers may disable eSIM on their devices.

To verify compatibility, check the manufacturer’s website, read your device’s user guide, or look in its settings for the eSIM option. Likewise, you can look it up in this list of eSIM-compatible phones.

Pricing and services

There are multiple plans depending on your destination:

  • Local eSIM: Perfect for trips to a single country. You choose your destination, and the plan will be valid there for the specified period.
  • Regional eSIM: Ideal for traveling across multiple countries. Simply select the region you’ll be visiting (Africa, North America, South America, Asia, the Caribbean, Europe, Oceania, or the Middle East), and the plan will be valid in all included territories.
  • Global eSIM: If your destination is the whole world, this is your best option. This plan allows you to use your eSIM in any country.

For each destination, you can check all available plans, which specify the duration, data allowance, and whether they include SMS or voice calls.

Absolutely! You can use your eSIM for tethering, as long as both your device and network allow it.

Many of our destinations include 5G coverage, but this may vary depending on your device and location. Keep in mind that 5G networks are only available in supported countries and regions, so we cannot guarantee a 5G connection at all times.

Our eSIM makes it easy—no reinstallations required! Keep using WhatsApp, social media, and streaming platforms just like always.

Order and activation

Just follow this link to order your eSIM. Select the plan that fits your trip, complete the required details, and we’ll send you an email with setup instructions and a QR code for installation.

To install your eSIM, simply scan the QR code from the email you receive after purchase. Here’s how:

  • Display the QR code on another screen, like a computer, tablet, or another smartphone.
  • Use your phone’s QR scanner to scan the code and follow the instructions to complete the installation. The process may differ slightly depending on your device.

The right time to install your eSIM depends on its activation policy.

  • Most eSIMs only activate when they connect to a supported network at your destination.
  • A few eSIMs activate immediately upon installation, no matter where you are.

How to check the activation policy:

Before buying:

  • Search for your destination.
  • Select an eSIM,
  • Check “Show more” for activation details.

After buying:

Go to My eSIMs > Details > Show more > Activation Policy.

Two types of activation:

  • Network-based activation: You can install the eSIM before traveling, but it will activate only when you arrive and connect to a local network.
  • Installation-based activation: The eSIM activates instantly upon installation, even if you’re not yet at your destination.

The APN (Access Point Name) settings on your device may need to be customized for certain eSIMs to enable mobile data access. If APN configuration is required for your eSIM, you can find the details on the installation page by going to My eSIMs > Details > Install eSIM/Access Data.

To adjust APN settings on your device, follow these steps (note that the process may vary slightly depending on the device and operating system):

  • Android: Go to Settings > Mobile Networks > Access Point Names (APN).
  • iOS/iPhone: Go to Settings > Mobile Data > Mobile Data Network.

Our eSIM allows you to keep your regular physical SIM and use both lines at the same time, such as for receiving calls. However, if you leave your physical SIM active while traveling, your carrier may charge roaming fees for internet access, updates, and other services. To prevent unexpected charges, we recommend turning off your physical SIM while abroad.

Depending on your phone’s capabilities, you may be able to have multiple eSIMs active simultaneously. You can check this in your device settings or user manual. For example, if you’re traveling to two countries, you can install both eSIMs at the same time.

Some countries have regulations requiring customers to verify their identity before activating a new telecom service. This is usually a digital verification process where identity and address are electronically confirmed, sometimes requiring an ID upload. If an eSIM needs identification, you will find this information in the “Description” section before purchasing.

The expiration date depends on the eSIM’s validity period or data usage. Your eSIM data package will last for the specified validity period, provided you don’t use up all your data before then.

  • The validity period begins when the eSIM is activated.
  • Most eSIMs activate when they connect to a supported network in the destination country.
  • However, some eSIMs may activate immediately upon installation, regardless of your location.

You can check this information before purchasing by going to Additional Information > Activation Policy, which is listed next to each product.

Our eSIMs let you avoid roaming fees, but your regular SIM might still generate charges if left active. To prevent this, take these steps before traveling:

  • Turn off data roaming for your physical SIM.
  • Disable your primary SIM card.

If in doubt, reach out to your carrier to ensure your SIM won’t connect to roaming services.

efer to the additional information section of your eSIM to see if calls and SMS are included. If they are, you can use them internationally. If your eSIM only provides data, you can make calls via apps like WhatsApp or FaceTime without incurring roaming fees.

My account

To access your personal area, click on the icon with your name located at the top right of the website, open the dropdown menu on mobile, or use this link.

You can oversee all your purchase-related activities and information, including order tracking, invoice downloads, and eSIM details.

You can update your password from the Account Details section. Always ensure your password is strong by including letters, numbers, uppercase and lowercase letters, and symbols such as exclamation or question marks…

Just go to the Orders section to see a list of all your requested eSIMs and download the related invoice.

That’s not an issue! You can check the installation details in the My eSIMs section. You’ll find the QR code for scanning, as well as manual installation instructions in case the QR doesn’t work or you’re unable to scan it from your phone.

You can find all details about your eSIM in the My eSIMs section, such as your active plan, its status, and the remaining data balance.

To update your account details, go to the Address section. There, you can change your name, last name, or email address.

You can update your saved payment methods and add new ones in the Payment Methods section

Troubleshooting

You can reach us via email at soporte@suop.es, through the contact form, or via the chat, which you can activate at the bottom left of any page.

If you can’t scan the provided QR code, you can manually enter the eSIM installation details.

On iOS:

  • Go to My eSIMs to find the manual installation details.
  • Open Settings on your device.
  • Go to Cellular/Mobile.
  • Select Add Mobile Plan.
  • Choose Enter Details Manually and input the following:
    • SM-DP+ Address
    • Activation Code
    • Confirmation Code (if available)
  • Activate your eSIM under Mobile Plan.
  • Set your eSIM as the active Mobile Data line.
  • Enable Data Roaming (disable your primary SIM to avoid roaming charges).
  • Configure the APN if needed. This can be found in your eSIM installation details.

On Android:

  • Go to My eSIMs to access the manual installation details (in the app or on the website).
  • Open Settings.
  • Tap Network & Internet.
  • Tap Add or the icon next to Mobile Network.
  • Select Next when asked “Don’t have a SIM card?”
  • Tap Enter Code Manually and input the SM-DP+ Address from the Manual Installation section of your eSIM details.
  • Activate your eSIM in Mobile Network settings.
  • Enable Mobile Data.
  • Enable Data Roaming (disable your primary SIM to prevent roaming charges).
  • Set up the APN if required, using the details from your eSIM installation page.

This error message indicates an installation issue, which may be caused by several factors, including:

  1. Too many eSIMs installed on the device. While compatible devices allow multiple eSIMs, the number of active eSIMs varies by model. Check with your device manufacturer for more details.
  2. Mobile data is disabled in your device settings.
  3. You are trying to install an eSIM that is already installed. Most eSIMs can only be installed once. How to check if your eSIM is already installed:
    • Go to Settings > General > About.
    • Scroll down to find ICCID (a 20-digit number starting with 89XXXXXXXXXXXXXXXXXX).
    • If the ICCID appears, the eSIM is installed, and you may need to adjust your settings to connect.
    • Visit your eSIM installation page for further instructions.
  4. Unstable connection causing eSIM installation issues.

This error message appears when you try to install an eSIM on a network-locked device. In this case, you’ll need to contact your regular carrier to request a network unlock.

This error message appears when you try to add an eSIM that has already been installed before or when the QR code was only partially scanned due to a poor connection.

To check if the eSIM is installed, follow these steps:

  • Go to Settings.
  • Tap General.
  • Select About and scroll down.
  • If the eSIM is installed and active, you should see the ICCID [NUMBER] + an additional digit, as long as the eSIM line is set to Active under Mobile Plans.

If the eSIM has been deleted, you won’t be able to reinstall it.

If you are installing the eSIM for the first time, the error may be caused by a poor network connection, a VPN being enabled or due to too many eSIMs installed on your device.

The PDP authentication error may be related to your settings, data, or eSIM validity. Please check the following points:

  • The APN is set according to the information on the installation page if necessary.
  • You have data left on your eSIM: If you try to connect when you have no data on your eSIM, you may get this error.
  • You have connected to the supported network by following the steps on the installation page.

To find the eSIM installation page and all the details, go to My eSIMs > Installation and look for the instructions at the bottom of the page.

If the steps above don’t help, try resetting your network settings (resetting your network settings resets your existing Wi-Fi networks and passwords, mobile settings, and VPN and APN settings):

  • Go to Settings on your device
  • Go to General
  • Go to Reset
  • Go to Reset Network Settings
  • Restart your device
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