General questions
Do I need to reinstall my eSIM for each country?
No. You install the eSIM BFF profile once. When you travel somewhere new, buy a data package for that country in your dashboard and it starts working on the same eSIM — no new QR code, no new install.
What is an eSIM?
An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you download a carrier profile. Your home SIM stays in place for calls and texts, and the eSIM handles mobile data abroad.
How does eSIM activation work?
When we open orders, checkout emails you an install link and QR code. Add it in Settings → Cellular → Add eSIM. The plan activates the first time your phone connects to a supported network at your destination — not at purchase.
Is my device compatible with eSIM?
iPhone XS/XR and newer, Google Pixel 3 and newer, Samsung Galaxy S20 and newer plus most recent flagship Android phones support eSIM. Dial *#06# — if you see an EID number, your phone is eSIM-ready. Carrier-locked phones cannot use a travel eSIM until unlocked.
Can I buy an eSIM for my whole family?
Yes. Add multiple eSIMs to one order and manage all of them from a single dashboard. Each traveler scans their own QR code; you see everyone’s usage and can top up any of them.
Purchase & payment
Can I buy an eSIM today?
Not yet. The site is live so you can compare destinations and indicative rates. Email contact@esimbff.com and we will tell you when orders open.
What payment methods do you accept?
We are not taking payment yet. When orders open we will say which cards and wallets we accept on the checkout page.
What is your refund policy?
If the eSIM never connected or could not be installed, email contact@esimbff.com with the address you ordered with. We review refund requests case by case. See the refund policy for how that works.
Are taxes included in the price?
Yes. The price you see is the price you pay — no VAT or sales tax added at checkout.
Usage & data
When does my plan’s validity period start?
Validity starts the moment your phone first connects to a network in the destination, not when you buy. Buy before you fly and it just sits there until you land.
How can I monitor my data usage?
Your dashboard shows remaining data in real time, and we email you at 80% and 100%. You can also check Settings → Cellular → Usage on your phone.
Can I top up my data plan?
Yes, at any time — even at 0 GB. Our site is zero-rated on the eSIM, so opening the dashboard to buy more data does not need any remaining balance.
What internet speeds can I expect?
You connect to the destination’s major carriers on LTE, and 5G where the carrier supports it for roaming profiles. Real-world speeds are usually 20–150 Mbps — fine for maps, video calls and streaming.
Can I use hotspot or tethering with my eSIM?
Yes. Tethering is allowed on every eSIM BFF plan. Share your data with a laptop or a travel companion at no extra cost.
Support & troubleshooting
I’m having trouble activating my eSIM. What should I do?
Make sure Data Roaming is ON for the eSIM line, the eSIM is selected for Mobile Data, and Airplane mode has been toggled once. Still stuck? Email us with your phone model and a screenshot of the cellular settings.
My eSIM is activated but I can’t connect to the internet. Help!
Check that the eSIM line is turned on and selected for mobile data, that Data Roaming is enabled, and that the APN is set automatically. Restart the phone once. If it still fails, our support team can push a network reset from our side.
How can I contact customer support?
Email contact@esimbff.com. Include the destination you care about; if you are writing about a connection problem later, add your phone model and a screenshot of the cellular settings.
Still have a question?
Email us and we will get back to you.
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