FAQ

An eSIM, or embedded SIM, is the modern successor to traditional SIM cards. Unlike physical SIM cards, an eSIM is built directly into your device, allowing you to download and switch carrier profiles without needing a physical SIM. This means no more losing tiny SIM cards or fumbling with paperclips to change them. Simply put, eSIM technology streamlines your mobile experience, making it easier and more convenient to stay connected, especially when traveling.

To set up your Roafly eSIM, make sure you're connected to Wi-Fi first. We suggest installing and activating your eSIM shortly before you leave for your trip. Although it's possible to activate your eSIM after you've arrived at your destination, remember that a Wi-Fi connection is necessary for the setup. This ensures you're connected and ready to go the moment you land.

If you're trying to set up the eSIM manually, you might encounter issues. Please try loading it via the QR code. You can save the QR code to your gallery by tapping the "share" button in the app or by taking a screenshot. In the eSIM installation section, you'll see an option to "Open Photos" when scanning the QR code. Select the QR code from your gallery.

If the problem persists, please restart your phone and try the process again. Additionally, please watch the setup instructions video in the app.

After installing your eSIM, you may need to make some adjustments in your device's settings to connect to the internet. Make sure to enable the Data Roaming option under Settings -> Cellular -> eSIM. This setting may be called differently depending on the device or language, such as 'International Data' or 'Data Roaming'. After enabling this option, you should be able to connect to the internet without any issues.

It allows travelers to seamlessly connect to local networks without the hassle of physical SIM cards. For travel companies, offering eSIM services means a chance to deepen customer relationships by providing a valuable, branded digital experience. With the widespread availability of eSIM technology and changing roaming charge dynamics, eSIMs offer a cost-effective, convenient solution for staying connected abroad. Roafly leverages these advantages to ensure our customers enjoy the best possible connectivity during their travels.

Roafly eSIM plans come with a specific data limit and validity period. If you exhaust your data before your plan's expiry date, your internet access will be paused. Likewise, when the validity period ends, so does your access, regardless of data usage. But don't worry! You can easily top up or purchase a new plan directly through the Roafly app to continue enjoying uninterrupted service. This way, you're never left without a connection when you need it most.

The number of eSIM profiles you can store simultaneously depends on your device. Some devices, like the latest iPhone models, allow for multiple profiles to be stored, but only one can be active at a time. Dual SIM devices enable you to use a physical SIM and an eSIM concurrently. Roafly's service is designed to be flexible, allowing you to switch between stored eSIM profiles easily, ensuring you always have access to the best local data deals.

Absolutely! You can configure your device to use your SIM card for traditional phone services like calls and SMS, while using Roafly's eSIM for data services. This setup is perfect for travelers who want to stay connected abroad without incurring roaming charges for data use. However, remember that keeping your SIM card active for calls and texts might lead to roaming charges from your home provider, so it's wise to check their policies before your trip.

What does “unlocked phone” mean?

An unlocked phone isn't restricted to a specific carrier's network, meaning it can connect to any carrier. This is crucial for using eSIMs, as you need to switch to different networks without physical SIM swaps. A locked phone, however, is tied to a specific carrier's network, usually as part of a contract.

How to check if your phone is unlocked:

• Purchase Origin: Phones bought directly from manufacturers like Apple or Samsung are generally unlocked. Phones from carriers might be locked to their networks.
• Try Another SIM Card: Inserting a SIM card from a different carrier and checking if you can make calls or use data can quickly tell you if your phone is unlocked.
• Settings Check (For iPhones): For iOS 14 and later, go to Settings > General > About and look for "Carrier Lock" or "Network Provider Lock". "No SIM restrictions" means your phone is unlocked.
• Contact Your Carrier: If you're still unsure, your carrier can confirm whether your phone is locked and guide you on how to unlock it.

My phone is unlocked. Can I use eSIMs?

If your phone is unlocked and supports eSIM technology, you're all set to use Roafly eSIMs. Enjoy the convenience of switching to local networks wherever you travel, without the hassle of physical SIM cards. Our eSIM plans are designed to keep you connected in over 190 countries, ensuring you always have access to the best local rates for your data needs.

Don't worry if you can't locate your QR code or if it's been accidentally deleted. Reach out to us directly by emailing support@roafly.com or using our online chat feature. Our customer support team is on standby 24/7 to assist you and will promptly resend the QR code, ensuring you can install your eSIM without any further delay. Remember, it's crucial to keep your QR code safe, as it's essential for the eSIM installation process, but rest assured that we're here to help if any issues arise.

Experiencing issues with scanning your QR code can be frustrating. To help you troubleshoot, we’ve compiled a checklist:

1. Check Device Compatibility: Ensure your device supports eSIMs and is unlocked. Visit our website for an updated compatibility list. If your device isn’t listed, contact us for assistance.
2. Scan via Settings Menu: QR codes for eSIMs must be scanned through your phone’s settings, not the camera app. Refer to device-specific guides on our website for detailed instructions.
3. Wi-Fi Connection Required: A stable Wi-Fi connection is crucial for eSIM installation. We suggest setting up your eSIM in a location with reliable Wi-Fi, like your home, before traveling.
4. Manual eSIM Setup: If scanning issues persist, perhaps due to camera problems, use the eSIM’s reference number provided in our email. Select “Enter Details Manually” during setup and input the provided information.
5. QR Code Usage: QR codes can only be scanned once. If you’re receiving an error suggesting the data plan cannot be added, it's possible the eSIM is already installed. Check your device’s SIM card manager or cellular settings.
6. Continued Troubles: If none of the above steps resolve the issue, please get in touch with our support team through our website's online chat. With our 24/7 support commitment, we're dedicated to finding a solution for you.

Roafly is committed to ensuring a smooth and hassle-free travel experience for our customers. Whether you're facing issues with QR codes or have questions about eSIM compatibility, our support team is ready to assist you at any time.

Check Compatibility: First, make sure your iPhone model supports eSIM technology. Most newer iPhone models do, but it's always a good idea to confirm.

1. Obtain an eSIM QR Code: Upon subscribing to a Roafly plan, you'll receive an eSIM activation QR code via email. Ensure you have this code handy for the activation process.
2. Connect to Wi-Fi or Cellular Data: An internet connection is necessary for activating your eSIM. Connect your iPhone to a Wi-Fi network or use another device's cellular data if available.
3. Open Settings App: On your iPhone, go to the "Settings" application to begin the process.
4. Navigate to Cellular Settings: Tap "Cellular" (or "Mobile Data" in some regions), then select "Add Cellular Plan."
5. Scan QR Code: Use your iPhone's camera to scan the QR code received from Roafly. If you were given activation details instead of a QR code, choose to enter these details manually.
6. Confirm Activation: Follow any additional prompts to confirm the setup and activate your eSIM. You might need to restart your iPhone to complete the activation.

Regarding the use of your Roafly eSIM on multiple devices, it's important to note that once an eSIM is installed and activated on one device, it cannot be transferred to another device. This is a standard security and operational measure across most eSIM services, including Roafly's, to ensure a consistent and secure connection for the user. Therefore, carefully select the device on which you wish to use your Roafly eSIM. If you need to switch your eSIM to another device in the future, contacting Roafly customer support for assistance would be the best course of action.

Choosing an eSIM like Roafly's for your iPhone can significantly streamline your travel experience by providing easy access to data services in over 190 countries. This guide ensures you can confidently activate your eSIM and enjoy uninterrupted connectivity on your travels.

At Roafly, we prioritize the security of our customers and strive to provide a safe shopping environment. While we typically do not require documentation for purchasing an eSIM, we reserve the right to request additional identity verification for transactions that our payment gateway flags as suspicious or potentially fraudulent. This process may involve submitting a government-issued ID or passport to confirm your identity. We handle all personal information securely in accordance with our privacy policy. We appreciate your cooperation and understanding in these instances to help us maintain the security and integrity of our transactions.

For any questions or concerns about this process, please contact our customer support team at support@roafly.com.

Roafly eSIM plans are designed primarily for internet roaming services. Therefore, you cannot use the Roafly eSIM data plan for voice calls or text messaging services. Our eSIM ensures you stay connected with seamless internet access while traveling, focusing on providing you with the best data experience abroad.

A Local Plan is an eSIM option tailored for travelers visiting a single country. It offers data services valid only within the destination country, providing a cost-effective solution for your connectivity needs. If your itinerary is limited to one country, opting for a Local Plan ensures you have access to data services throughout your stay.

A Regional Plan is ideal for travelers whose journeys span multiple countries within a specific region. These eSIM plans offer data coverage across several countries, allowing you seamless connectivity as you move from one country to another within the designated region. Before purchasing, we recommend checking the Roafly app for the list of countries covered by our Regional Plans.

Global Plans are designed for the adventurous traveler covering multiple countries or regions. With a Global Plan, you get widespread data coverage across various countries, ensuring you're always connected, regardless of how diverse your travel itinerary is. Check the Roafly app to see the extensive list of countries where our Global Plans are valid.

Yes, Roafly eSIM plans can be refunded if there are technical issues that we cannot resolve. If you encounter a technical issue, we will first provide you with a new eSIM. Refund requests must be submitted within thirty (30) days from the purchase date if activation becomes impossible despite thorough troubleshooting efforts. We strongly recommend verifying your device's compatibility with eSIM technology before making a purchase to avoid any inconvenience.

Your data plan starts once you arrive at your destination and connect to a supported network.

After purchasing your eSIM, you will immediately receive a confirmation email containing the QR code and manual setup information. These details are also accessible via our website and mobile app.

Yes, you can keep your WhatsApp number without any additional steps. Your existing number, contacts, and conversations will be retained automatically.

Roafly eSIM supports 5G depending on your region. Where 5G is unavailable, high-quality 4G or LTE connections are provided.

Yes. To ensure your eSIM gets the best coverage, you must enable data roaming in your device's mobile settings. This will not incur any additional charges.

Yes, Roafly eSIM plans support hotspot usage and data sharing.