Frequently Asked Questions

An eSIM is a digital SIM that’s built directly into your phone. Instead of inserting a physical SIM card, you can download a HelloGlobe eSIM, purchase a data plan for the country you’re visiting, and get connected within minutes, no SIM swapping and no worrying about expensive roaming charges.

To use an eSIM, your device must be eSIM-compatible and network-unlocked.

Not sure if your device supports eSIM?
You can check easily:

• View our list of compatible devices on the HelloGlobe website, or
• Look in your phone settings:
  • iPhone: Settings > Mobile Service / Cellular
  • Android: Settings > Network & Internet > SIMs

If your device supports eSIMs, you’re ready to choose a HelloGlobe plan and stay connected wherever you go.

HelloGlobe uses a single, reusable eSIM, and that’s one of our biggest advantages.

With HelloGlobe:

1. You only install the eSIM once
   • There’s no need to install a new eSIM every time you travel.
   • Your HelloGlobe eSIM stays on your phone permanently (if you want it to).
2. Add new data plans anytime
   • Heading to a new country? Planning multiple trips?
   • Simply buy a new HelloGlobe plan and top it up on the same eSIM, no new QR codes, no reinstallation.
3. Keep it on as your secondary travel SIM
   • You can leave your HelloGlobe eSIM installed and turned off when you’re at home.
   • When you travel, just:
   1. Turn on the HelloGlobe eSIM line
   2. Set it as your data line
   3. Enable Data Roaming

…and you’ll be online in seconds.

4. Want more than one eSIM? You can do that too.
   • While one reusable eSIM works for most people, HelloGlobe also gives you the flexibility to have multiple eSIMs.
   • Perfect for:
   1. A second phone
   2. A tablet
   3. A partner or child’s device
   • You can choose “New eSIM” at checkout and manage all your eSIMs directly in the HelloGlobe app.

Why this matters:

Most travel eSIM providers require you to install a new eSIM for every trip or every country. This can be confusing and time-consuming. With HelloGlobe, your travel eSIM becomes a permanent, hassle-free companion for a smoother experience every time you travel.

It’s a good idea to install your HelloGlobe eSIM a day or two before your trip, so you’re ready to connect the moment you arrive.

When you land, remember to:

• Turn on your HelloGlobe eSIM line in your phone settings
• Set it as your default line for mobile data
• Turn on Data Roaming

You can also install your HelloGlobe eSIM upon arrival, just make sure you have access to a network connection or Wi-Fi during installation.

Your HelloGlobe eSIM will connect automatically as soon as you arrive at your destination and your phone detects a supported local network. Your data plan begins the moment your eSIM connects.

Once you land, or arrive in your destination, make sure you:

• Turn on Data Roaming for your HelloGlobe eSIM
• Set the HelloGlobe eSIM as your mobile data line

This ensures your eSIM connects properly and you can start using data in your destination right away.

If you reach your data limit or your plan expires, the data plan will stop working, but your HelloGlobe eSIM does not expire and will remain active on your device.

This means you can purchase a new plan anytime through the HelloGlobe app or web portal and continue using the same eSIM, whether you’re still travelling or preparing for your next trip.

No. HelloGlobe eSIMs are data-only and do not include a phone number.

In some cases, you may see a number appear in your phone settings, this is simply the technical identifier assigned to the eSIM. It isn’t active and cannot be used for calls or texts.

You can still stay in touch easily using internet-based apps like WhatsApp, iMessage, FaceTime, or your favourite messaging and social apps.

Your eSIM and your data plan work together, but they’re not the same thing.

When you make your first HelloGlobe purchase, you buy a data plan for the country you’re travelling to, and you’ll automatically receive a HelloGlobe eSIM for free.

• The eSIM is the digital SIM you install on your phone. You only need to install it once. It doesn’t expire, and it stays on your device for as long as you want.
• The data plan is the country or regional plan you buy to use on your eSIM. It comes with a set amount of data and a validity period. Once either runs out, the plan expires, but your eSIM remains active.

You can purchase multiple data plans for different countries, all on the same HelloGlobe eSIM, making it easy to stay connected wherever you go.

Not every device supports eSIM technology. Most newer iPhones, Samsung, Google Pixel, and flagship Android models are eSIM-compatible. To be sure, check your device settings or visit our device compatibility page before buying a plan.

Not at all. Your HelloGlobe eSIM will stay stored on your device unless you choose to delete it. Keeping it installed means you can reconnect instantly on your next trip by simply buying a new data plan. HelloGlobe eSIMs are reusable on multiple trips and last forever unless you manually choose to delete them.

Yes. Your HelloGlobe eSIM will automatically connect in every country you’ve purchased a data plan for. As long as your plan includes the destinations you’re visiting, your eSIM will switch to a supported local network as soon as you arrive.

Before travelling, make sure to:

• Turn on your HelloGlobe eSIM line in your phone settings
• Set it as your default line for mobile data
• Turn on Data Roaming for your HelloGlobe eSIM

Once these settings are enabled, your eSIM will connect automatically where you have an active HelloGlobe data plan.

No. Your HelloGlobe eSIM doesn’t expire, only your data plan does. You can keep the eSIM installed on your device and simply purchase a new plan anytime through the HelloGlobe app or website.

Once your new plan is active, your HelloGlobe eSIM will connect automatically when you arrive at your destination. Just remember to turn on your HelloGlobe eSIM line, set it as your default line for mobile data, and enable Data Roaming in your phone settings.

No, HelloGlobe eSIMs do not expire, so you won’t see an “expired” status on the eSIM itself.

Only your data plan has a validity period. Once your data plan expires or you use up your data, you can simply purchase another plan on the same eSIM, there’s no need to reinstall anything.

Your eSIM stays on your device and can be reused anytime by buying a new HelloGlobe plan.

If you ever need to check your eSIM status, just open the My eSIMs section in the HelloGlobe app.

To use a HelloGlobe eSIM, your device must meet the following requirements:

1. It supports eSIM technology
2. It is network-unlocked (not restricted to a specific carrier)
3. It isn’t jailbroken (iOS) or rooted (Android)

You can check our list of eSIM-compatible devices on the HelloGlobe website to see if your phone or tablet is supported. Keep in mind that some regional versions of the same model may differ, so compatibility can vary by country.

Our list is updated regularly, but it isn’t exhaustive, if you don’t see your device listed, it’s always a good idea to confirm eSIM support with the manufacturer.

Yes. HelloGlobe eSIMs work on tablets as long as they support eSIM technology, are network-unlocked, and are a cellular model. Wi-Fi–only tablets do not support eSIM. Many iPad and Android tablet models include eSIM capability, but not all versions do.

If you're unsure whether your tablet supports eSIM, you can:

• Check our list of compatible devices on the HelloGlobe website
• Look in your tablet’s network settings or mobile settings
• Confirm with the device manufacturer or retailer

Once installed, your HelloGlobe eSIM will work just like it does on a phone, allowing you to stay connected on the go.

No. HelloGlobe eSIMs are not currently supported on smartwatches. Our eSIMs are designed for use on eSIM-compatible phones and tablets only. If smartwatch support becomes available in the future, we’ll be sure to share an update.

Most recent iPhone models support eSIM, but compatibility can vary depending on the model and the region it was originally made for. For example, some versions sold in China don’t support eSIM.

You can quickly check your iPhone’s compatibility with the steps below:

Check if your iPhone model supports eSIM

1. Go to Settings > General > About.
2. Tap Model Number until you see a format like AXXXX. If this appears, your iPhone is eSIM-compatible.
3. Check that your model isn’t listed as a China, Hong Kong, or Macao version. You can also view our full list of supported devices on the HelloGlobe website.

Check if your iPhone is network-unlocked

Your iPhone must be unlocked to use a HelloGlobe eSIM.

1. Go to Settings > General > About.
2. Scroll to Carrier Lock or Network Provider Lock.
3. If it says No SIM restrictions, your iPhone is unlocked and ready to use with HelloGlobe.

To use a HelloGlobe eSIM on your iPad, the device must be a cellular model, eSIM-compatible, and network-unlocked. You can check all of this in just a few steps.

Check if your iPad model supports eSIM

Not all iPad models include eSIM capability, and some versions released in certain regions (such as China) may not support it.

To check:

1. Open Settings > General > About.
2. Tap Model Number until it displays a code in the format AXXXX.
3. Make sure the model is not a China, Hong Kong, or Macao version.
4. Confirm that your iPad is a Wi-Fi + Cellular model, eSIM is not available on Wi-Fi-only models.
5. If your iPad meets these conditions, it should support eSIM.

Check if your iPad is unlocked

1. Go to Settings > General > About.
2. Scroll to Carrier Lock or Network Provider Lock.
3. If you see No SIM restrictions, your iPad is unlocked and ready to use with eSIM, provided the model supports it.

If you’re still unsure, you can check our list of supported devices on the HelloGlobe website or confirm with your device manufacturer or retailer.

To use a HelloGlobe eSIM, your iPhone or iPad must be network-unlocked. You can check this in just a few steps:

1. Go to Settings > General > About.
2. Scroll to Carrier Lock or Network Provider Lock.
3. If you see No SIM restrictions, your Apple device is unlocked and ready to use with eSIM, provided the model supports it.

If you’re still unsure, you can check our list of supported devices on the HelloGlobe website or confirm with your device manufacturer or retailer.

Android devices vary widely because manufacturers and carriers can customise the operating system. This means some models may not include eSIM capability, even if they’re newer devices. In some regions, carriers may also disable the eSIM feature.

You can use the steps below to check if your device supports eSIM. These steps may differ slightly depending on the brand and Android version, so the most reliable confirmation will always come from your device manufacturer, retailer, or mobile carrier.

Samsung Galaxy devices

1. Open Settings
2. Tap Connections
3. Tap SIM Manager
4. If you see Add eSIM, your device likely supports eSIM

If this option doesn’t appear, your model or carrier version may not support eSIM.
When in doubt, check with your device manufacturer or carrier.

Google Pixel devices

1. Open Settings
2. Tap Network & Internet
3. Tap the + next to SIMs
4. If you see an option such as Download a SIM instead?, the device is eSIM-capable

If you don’t see this option, eSIM may not be supported on your model or software version.

Other Android devices

1. Dial *#06#
2. Look for an EID number (Embedded SIM Identifier)

If an EID appears, your device is eSIM-compatible.
If not, the model may not support eSIM.

Your Android device needs to be network-unlocked to use a HelloGlobe eSIM. The exact steps vary depending on the phone’s manufacturer, but you can use the guide below as a general reference:

1. Open Settings
2. Tap Connections, Network & Internet, or a similar option
3. Tap Mobile Network
4. Tap Choose Network or Automatically Select Network

If your phone shows multiple available networks, your device is unlocked.
If you can only select one network, your device is likely locked to that carrier.

Installing a HelloGlobe eSIM on your iPhone or iPad is quick and easy. Follow the steps below to make sure everything is set up correctly before you travel.

Before you begin

To guarantee a smooth installation, make sure:

1. Your device is eSIM-compatible and network-unlocked
2. You have a stable internet connection Wi-Fi recommended. Your eSIM needs to download to your device, so a strong, reliable connection is important.

How to prepare before installing your eSIM

1. Open the HelloGlobe app
2. Go to My eSIMs
3. Select the eSIM you want to install
4. Tap Install eSIM

You’ll now see three installation options:

5. Direct installation: Best when installing the eSIM on the device you’re currently using.
6. QR code installation: Best for installing your eSIM on another device by scanning a QR code.
7. Manual installation: Use this if the Direct or QR Code methods don’t work.

How to Install a HelloGlobe eSIM - Direct Method

1. Open the HelloGlobe app on the device you want to install the eSIM on
2. Sign in and go to My eSIMs
3. Select the eSIM you want to install and tap Install eSIM
4. Tap Install eSIM again and follow the on-screen steps
5. Choose a label for your eSIM (e.g., “HelloGlobe”)
6. Select the eSIM for data only
7. Confirm that it appears under Cellular Plans or Mobile Service in your device settings

How to Install a HelloGlobe eSIM Using a QR Code

1. Open your camera and scan the QR code shown in your HelloGlobe eSIM details or in your confirmation email
2. Follow the on-screen installation steps
3. Choose a label for your eSIM
4. Select the eSIM for data only
5. Confirm it appears under Cellular Plans or Mobile Service

How to Install a HelloGlobe eSIM Manually

1. Open Settings
2. Tap Cellular or Mobile Service
3. Tap Add eSIM
4. Tap Use QR Code
5. Tap Scan QR Code
6. Tap Enter Details Manually
7. Enter the following information (found in your HelloGlobe app under eSIM Installation):
   • SM-DP+ Address
   • Activation Code
   • Confirmation Code (if provided)
8. Choose a label for your eSIM
9. Select the eSIM for data only
10. Confirm it appears under Cellular Plans or Mobile Service

Installing a HelloGlobe eSIM on your Android device is simple. Just follow the steps below to make sure everything is set up correctly before you travel.

Before you begin

To guarantee a smooth installation, make sure:

1. Your device is eSIM-compatible and network-unlocked
2. You have a stable internet connection Wi-Fi recommended. Your eSIM needs to download to your device, so a strong, reliable connection is important.

How to prepare before installing your eSIM

1. Open the HelloGlobe app
2. Go to My eSIMs
3. Select the eSIM you want to install
4. Tap Install eSIM

You’ll now see three installation options:

5. Direct installation: Best when installing the eSIM on the device you’re currently using.
6. QR code installation: Best for installing your eSIM on another device by scanning a QR code.
7. Manual installation: Use this if the Direct or QR Code methods don’t work.

How to Install a HelloGlobe eSIM - Direct Method

1. Open the HelloGlobe app on the device you want to install the eSIM on
2. Sign in and go to My eSIMs
3. Select the eSIM you want to install and tap Install eSIM
4. Tap Install eSIM again and follow the on-screen steps
5. Open your phone settings and activate the eSIM line, then turn on Data Roaming
6. Confirm that your eSIM appears under Connections or Network & Internet in your device settings

How to Install a HelloGlobe eSIM Using a QR Code

1. Open your camera and scan the QR code shown in your HelloGlobe eSIM details or in your confirmation email
2. Follow the on-screen installation steps
3. Tap Add eSIM or Add mobile plan
4. Scan the QR code from your HelloGlobe eSIM details or confirmation email
5. Open your phone settings and activate the eSIM line, then turn on Data Roaming
6. Confirm that your eSIM appears under Connections or Network & Internet in your device settings

How to Install a HelloGlobe eSIM Manually

If your device supports manual entry:

1. Open Settings
2. Tap Connections (or Network & Internet)
3. Tap SIMs, SIM Manager, or Add eSIM
4. Choose Use activation code or Enter details manually
5. Enter the following information from your HelloGlobe eSIM details:
   • SM-DP+ Address
   • Activation Code
   • Confirmation Code (if provided)

Your HelloGlobe eSIM activates once you turn on the eSIM line, enable Data Roaming, and arrive in your destination where it connects to a supported local network.

The activation status in the app may take a few minutes to update. If it still shows as “Not Activated” after a short while, try refreshing the My eSIMs page.

If the issue continues, check that:

• The HelloGlobe eSIM line is turned on
• Data Roaming is enabled for the HelloGlobe eSIM
• You are in a country covered by your data plan

In most cases, your HelloGlobe eSIM will configure the APN automatically. If your data isn't working after installation, you may need to set it up manually.

1. Find APN settings:

   • iPhone: Settings > Cellular or Mobile Data > Select your Travel eSIM > Cellular Data Network
   • Android: Settings > Network & Internet > Mobile Network > Access Point Names

2. Enter APN details:

   • APN: drei.at
   • Username & Password: Leave blank
   • APN Protocol: IPv4/IPv6

3. Save & restart your device.

Once you purchase a HelloGlobe eSIM, it can appear in one of three statuses. Each status tells you where you are in the setup process and what you need to do next.

1. Ready to Install

   This means your eSIM hasn’t been installed on any device yet.
   To use it, you’ll need to install it first, by following the installation guide.

   Once installed, the status will update automatically.

2. Installed

   Your eSIM has been successfully installed on your device, but it isn’t active yet.
   To activate it, you need to:

   • Turn on the HelloGlobe eSIM line in your phone settings
   • Turn on Data Roaming for the HelloGlobe eSIM

   After these steps, the eSIM will move to Active status.

3. Active

   Your eSIM is fully set up and ready to use.
   This means:

   • The eSIM is installed
   • The line is turned on
   • Data Roaming is turned on
   • The HelloGlobe eSIM is selected as your mobile data line

   As long as you have an active data plan and you’re in the country or region covered by that plan, your HelloGlobe eSIM will connect to the local network automatically.

If you don't see a data plan for your destination on our website or app, it means we currently can’t offer coverage there. But please let us know which country you're interested in by messaging us through the app's Help Centre – we value your feedback and we’ll be continually adding new destinations.

No, a HelloGlobe eSIM can only be installed on one device at a time.
Once an eSIM has been installed on a device, the installation code becomes linked to that device. If you try to install the same eSIM on another phone or tablet, you’ll see an error message saying the eSIM cannot be added because the code is no longer valid. This means the eSIM is already installed elsewhere.

A HelloGlobe eSIM can only be installed on one device at a time. This is because once an eSIM has been installed on a device, the installation code becomes linked to that device.

If you want to use it on a new phone or tablet, you’ll need to:

1. Delete the eSIM from your current device in your phone’s SIM or Mobile Network settings
2. Reinstall it on your new device using the HelloGlobe app or the QR code provided at purchase

Once the eSIM is removed from the old device, it can be installed again on the new one.

If you try installing an eSIM that’s already active on another device, you’ll see an error message saying the code is no longer valid. This simply means the eSIM needs to be deleted from the original device first.

If you want to use HelloGlobe on a second device, you can easily purchase a new eSIM.

When you’re buying a data plan:

1. Continue to the Review page
2. Tap Change under the eSIM section
3. Select New eSIM
4. You’ll receive a new QR code to install this additional eSIM on your other device

You can rename your new eSIM and add more plans to it anytime for future trips.

If you need help managing multiple eSIMs, visit the My eSIMs section in the HelloGlobe app.

If you need to remove a HelloGlobe eSIM from your iPhone, for example, to move it to a new device, you can delete it in just a few steps:

1. Open Settings
2. Tap Mobile Service or Cellular
3. Select the HelloGlobe eSIM you want to remove
4. Tap Delete eSIM
5. Confirm by tapping Delete again

Once deleted, your HelloGlobe eSIM can be reinstalled on another device using the HelloGlobe app or your original QR code.

If you need to remove a HelloGlobe eSIM from your Android phone, for example, to install it on a new device, you can delete it through your device settings. The wording may vary slightly depending on the manufacturer (Samsung, Google Pixel, etc.), but the steps are generally similar:

1. Open Settings
2. Tap Network & Internet, Connections, or Mobile Network
3. Tap SIMs, SIM Manager, or eSIMs (depending on your device)
4. Select the HelloGlobe eSIM you want to remove
5. Tap Delete, Remove, or Erase eSIM
6. Confirm when prompted

Once deleted, your HelloGlobe eSIM can be reinstalled on another device using the HelloGlobe app or your original QR code.

All HelloGlobe data plans have a validity period. Once that ends, or your data is used, your data plan expires. The validity period begins as soon as your HelloGlobe eSIM first connects to a network at your destination.

Yes, you can use your plastic SIM card alongside your eSIM, as long as your phone supports dual-SIM functionality. This lets you manage two numbers and data plans on one device.

Check your device’s settings – to see which SIM/eSIM is currently using data. On iOS devices, make sure cellular switching is turned off to avoid unexpected charges on your primary SIM or eSIM.

You can also view your data usage and eSIM status on the “My eSIMs” page in our app or web portal. This will show you how much data you’ve used and how much you have left in your plan.

You can track how much data you’re using through the HelloGlobe app or website. Your account dashboard will show real-time data usage and remaining balance.

Yes, as long as you have a data plan that covers the destinations you’re travelling to.
Your HelloGlobe eSIM can be used across multiple countries, but you’ll need to purchase a data plan that for those destinations.

If you’re travelling to more than one country, you can either:

• Buy a regional or multi-country plan, or
• Purchase separate country plans, all linked to the same installed HelloGlobe eSIM

Once you’ve bought the right plan for your destination, your eSIM will connect automatically when you arrive.

If you’ve lost your QR code, it’s OK – you can get it back:

• Check your email: Search your inbox or spam folder for the email containing your QR code. Or;
• Log into the app or website: Access your account to retrieve the QR code directly.

Once you have the code, you can install and activate your HelloGlobe eSIM in minutes. For a smooth setup, install it before your trip while you have a stable internet connection, then activate your data when you arrive.

All data plans are valid for a fixed period and can’t be paused. However, you can always buy an additional plan through our app or website.

It begins when your eSIM connects to a mobile network at your destination.

It’s always best to install your HelloGlobe eSIM before your trip, while you have a stable internet connection. Installation doesn’t mean your data plan gets activated – so you’re free to prepare ahead of time!

When you use up all the data on your eSIM plan, you’ll no longer have access to data. Your HelloGlobe eSIM will still remain installed on your device – so you can easily purchase a new data plan on the same HelloGlobe eSIM.

No, your data plan and HelloGlobe eSIM are separate. Your HelloGlobe eSIM remains installed on your device, even after your data expires. You can top up or add new plans as needed without reinstalling the eSIM.

No, you won’t be charged beyond your data limit. Once you reach your plan’s data limit, your connection will automatically stop, so there’s no risk of exceeding your prepaid amount or facing unexpected charges.

You can keep your HelloGlobe eSIM on your device as long as you like – there’s no expiration. However, if you’re not using it, we recommend disabling it to avoid unnecessary battery drain.

Your data plan starts as soon as you use mobile data with your HelloGlobe eSIM for the first time in your destination country. Travel tip: To avoid starting your plan early, keep data roaming off until you’re ready to use your eSIM.

Yes! You can use your phone’s hotspot function to share your HelloGlobe eSIM data with other devices. Keep in mind that using hotspot may increase overall data usage.

Your HelloGlobe eSIM may not be working for a few different reasons. Don’t worry, going through these quick checks usually helps you get connected right away.

1. Make sure your eSIM isn’t installed on another device

   A HelloGlobe eSIM can only be installed on one device at a time. This is because once an eSIM has been installed on a device, the installation code becomes linked to that device. If you try to install it on a different device, you’ll see an error saying the code is no longer valid, this means the eSIM is already installed elsewhere. In the HelloGlobe app, you can also check the eSIM status. If it shows “Installed” instead of “Ready to Install,” it means the eSIM is already installed on another device.

   To move your eSIM to a new device:

   • Delete the eSIM from your old device’s settings
   • Reinstall it on your new device using the HelloGlobe app or QR code
   • Once deleted, the eSIM can be activated again on the new device.

2. Is your eSIM installed correctly?

   • Go to your phone’s settings under Mobile Service, Cellular, or Mobile Network.
   • You should see your HelloGlobe eSIM listed there, if you do, it’s installed correctly.
   • The HelloGlobe app will also show “Installed” as the eSIM status once setup is complete.

3. Have you landed in your destination country?

   • Your eSIM will only work in the countries covered by your data plan.
   • For example, an Italy plan will only connect in Italy.
   • If you install your eSIM before travelling, it will activate automatically once you arrive.

4. Have you completed the connection and activation steps?

   Once your eSIM is installed, make sure you’ve:

   • Turned on the HelloGlobe eSIM line (toggle “Turn On This Line”)
   • Selected the HelloGlobe eSIM as your mobile data line
   • Turned on Data Roaming for the HelloGlobe eSIM

   Every device works slightly differently, so follow the instructions shown in your app carefully.

5. Is Data Roaming turned on?

   • Your HelloGlobe eSIM needs Data Roaming enabled to connect abroad.
   • On iPhone, roaming can be turned on per SIM, make sure it’s enabled only for the HelloGlobe eSIM to avoid charges on your primary SIM.
   • On Android, roaming may apply to all SIMs, consider temporarily turning off your primary SIM to avoid roaming charges.

6. Have you turned off any VPNs?

   • VPNs can interfere with your connection.
   • Make sure any VPNs are turned off while you’re activating or using your HelloGlobe eSIM.

7. Have you checked your network mode?

   • If your phone is set to 5G and the local network doesn’t support it, your eSIM may struggle to connect.
   • Switch to 4G/LTE or 3G, then try again.
   • Once your eSIM registers on the network, you can switch back to your preferred mode.

8. Is Airplane Mode off?

   • It may sound simple, but it’s one of the most common reasons a device won’t connect.
   • If Airplane Mode is on, your phone can’t connect to any mobile network.
   • Turn it off and wait a few seconds, your eSIM should begin searching for a signal.

9. Is the APN correct?

   • Some eSIMs require a specific APN (Access Point Name).
   • Most phones set this automatically, but if not, you’ll find the correct APN in the APN FAQ.

10. Have you tried selecting a network manually?

    • Your plan may support multiple networks in your destination country.
    • If your phone connects to a weaker one, you can select another network manually using the instructions in the HelloGlobe app.

11. Are other SIMs causing interference?

    • If multiple SIMs are active, they may interfere with each other.
    • Try switching off your other eSIMs or your physical SIM temporarily, this often helps the HelloGlobe eSIM connect.

12. Have you restarted your device?

    • A simple restart can refresh your phone’s network connection and resolve many issues.

13. Is there enough signal where you are?

    • If you’re in an area with weak coverage, your eSIM may not connect until you reach a stronger signal zone.

Still not working?

We’re here to help 24/7.

Open the HelloGlobe app and go to Help Centre — we’ll get you connected as quickly as possible.

You can request a full refund if all the following conditions are met:

1. Your plan hasn’t been used

   Your data plan must be completely unused:

   • Not installed: You haven’t installed the eSIM, or
   • Installed but unused: The eSIM is installed, but our system shows zero data used.

2. You request the refund within 14 days

   • Refund requests must be submitted within 14 days of your purchase date.
   • After 14 days, unused plans are no longer eligible for a refund.

How to request a refund

You can request a refund by:

1. The HelloGlobe support chat (in-app or on the website)

2. Email: Help@support.helloglobe.com

Approved refunds are returned to your original payment method. Most refunds appear within 5 business days, but this may vary depending on your bank.

If your device goes missing, don’t worry, you can secure your HelloGlobe eSIM quickly:

1.Contact HelloGlobe Support right away

Ask us to delete your eSIM from your account. This instantly prevents anyone from using your data on the lost device.

2.Reset your HelloGlobe password

If you think your account may be at risk, log in to the HelloGlobe app or website and change your password for extra security.

3.Install a new eSIM on your new device

Simply purchase a new eSIM and data plan from the HelloGlobe app or website, then install it on your replacement phone.

Make sure you select “New eSIM” when buying your plan, don’t top up the eSIM that was installed on your lost device.

If you signed up to HelloGlobe using Sign in with Apple or Google, you can unlink your account directly from your Apple or Google settings.

For Apple (iOS)

Follow Apple’s step-by-step guide to remove HelloGlobe from your Apple ID:

https://support.apple.com/en-gb/102571

For Google (Android)

Follow Google’s instructions to remove HelloGlobe from your connected apps:

https://support.google.com/accounts/answer/13533235?hl=en

Once unlinked, you can continue using HelloGlobe by signing in with your email and password or by reconnecting your Apple or Google account at any time.

You can install your HelloGlobe eSIM either before you travel or once you arrive in the [Country Name]. It is recommended to set it up a day or two before departure so that you can instantly get connected upon arrival. If you install it after landing, you’ll just need access to a Wi‑Fi connection to complete the setup.

Most newer iPhones, Samsung, Google Pixel and other flagship models support eSIMs. You can check our full compatibility list before you buy. Once installed, your eSIM will work alongside your device’s existing physical SIM.

Your HelloGlobe eSIM connects automatically when you arrive in [Country Name] and your phone detects a supported local network, as long as Data Roaming is enabled and the HelloGlobe eSIM is selected as your mobile data line.

Yes. Your physical SIM stays active, so you can keep your existing number for calls and SMS while using your HelloGlobe travel eSIM for mobile data in the [Country Name]. App-based communication will continue working as normal.

No. You can keep your physical SIM in your phone and use your eSIM at the same time if your device supports dual SIM. This allows you to keep your home number for calls and texts while using your HelloGlobe travel eSIM for mobile data.

Yes. once installed, your HelloGlobe travel eSIM remains on your device for a lifetime, making it easy to add new travel data plans whenever you need them. If you’re travelling to multiple destinations, you can buy additional HelloGlobe data plans for each country you visit.

You can track how much data you’re using through the HelloGlobe app or website. Your account dashboard will show real-time data usage and remaining balance. If you reach your data limit or your plan’s validity ends, the plan will expire. Even upon plan expiry, your eSIM stays installed on your device, so you can top up or renew your plan anytime through the app or website.

If you need help at any point, our support team is here for you. Visit our Help Centre for step-by-step guides and troubleshooting, or contact us directly for assistance.