Find answers to common questions about eSIMs, billing, account management, and more.
Frequently Asked Questions
1
What is an eSIM?
An eSIM is a digital SIM that allows you to activate a cellular plan without a physical SIM card. It is built into your device and can be programmed with different carrier profiles.
2
How do I install my eSIM?
After purchase, scan the QR code from your order confirmation screen. Go to Settings > Cellular > Add eSIM on iPhone, or Settings > Network > SIM on Android. Follow the on-screen prompts.
3
Which devices support eSIM?
Most modern smartphones support eSIM including iPhone XS and later, Samsung Galaxy S20 and later, Google Pixel 3 and later, and many more. Check your device settings for eSIM support.
4
Can I use eSIM and physical SIM together?
Yes! Most eSIM-compatible devices support dual SIM — your physical SIM for calls/texts and the eSIM for data while traveling.
5
When does my data plan start?
Your data plan activates when you first connect to a network in your destination country. The validity period begins from that first connection.
6
What happens when my data runs out?
You can top up your eSIM directly from the app. Go to Manage eSIMs, select your active plan, and tap Top Off to add more data.
7
Can I get a refund?
Unused eSIMs can be refunded within 30 days of purchase. Once an eSIM has been installed or data has been used, it cannot be refunded.
8
How do I manage my account?
Navigate to your Profile page to view and edit your personal information, manage payment methods, view order history, and adjust notification preferences.
9
What subscription plans are available?
We offer four tiers: Free (basic access), Explorer ($12/month, 25% off eSIMs), Navigator ($30/quarter, 30% off + $20 credit), and Globalist ($99/year, 35% off + $40 credit). Each tier unlocks additional benefits and discounts.
10
How do I upgrade or downgrade my plan?
Go to your Wallet page and select a new plan from the membership section. Upgrades take effect immediately. Downgrades take effect at the end of your current billing period.
11
My eSIM is not connecting. What should I do?
First, ensure your device is eSIM-compatible and your plan is active. Try toggling airplane mode on and off. If the issue persists, go to Settings > Cellular and ensure the eSIM line is enabled. Contact our support team if you need further assistance.
12
How do I contact support?
You can reach us via WhatsApp chat for instant support, or email us at support@getnonstop.co. We typically respond within minutes.