Other common questions
Other eSIM questions
Answers about phone numbers, dual SIM, roaming, hotspot and eSIM transfer.
Check your device
1. Tell us which phone and location
Send us your phone make and model, current country and city, and what is going wrong.
2. Check the Telroo line is on
iPhone: Settings → Mobile Service (or Cellular) → Telroo eSIM → Turn On This Line
Samsung: Settings → Connections → SIM manager → Telroo eSIM → On
Choose Telroo for mobile data. Check Data Roaming on the Telroo line and look for signal bars.
3. Save the settings screenshots
Screenshot to attach: the Telroo Data Roaming setting.
Screenshot to attach: Network Selection showing Automatic is on. Keep automatic selection on; do not select a network yourself.
Screenshot to attach: the Telroo APN page, if available. Do not change the APN unless your plan instructions give you a value.
4. Send the screenshots from your order page
Attach them to your reply in the support form on your order page. Tell us if you cannot find a setting or if the phone shows an error.
For speed issues, send a Speedtest.net result instead and skip the APN screenshot. Hide QR codes, activation details and personal account information.
Still need help? Use the support form on your order page. The link is in your delivery email.
Common questions
Does an eSIM include a phone number or SMS?
Check the plan details. They state whether a plan includes calls or SMS.
Can I use my regular SIM and an eSIM together?
Many dual-SIM phones can keep both lines installed. Choose which line to use for mobile data in your phone settings.
Should I turn on data roaming?
Turn on Data Roaming for the travel eSIM when its plan instructions require it. Check your regular SIM's roaming setting with your mobile carrier.
Can I use hotspot?
Hotspot availability depends on the plan and phone. Check the plan details and your phone settings.
Can I use one QR code on multiple phones?
Use the QR code on the phone where you want to install the eSIM. Do not share it with another device.
Can I transfer an eSIM to another phone?
No. Each eSIM can only be installed once, so it can't be moved to another phone. Install it on the phone you plan to use while travelling and keep it there.
Some steps adapted from our eSIM network partner's documentation.
For order help, use your order page or contact us.