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Real answers to the questions travelers actually ask. Still stuck? We answer support emails 24/7.
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Is my phone compatible with eSIM?＋
Most phones from 2019 onward support eSIM — including iPhone XS/XR and newer, Google Pixel 3 and newer, and Samsung Galaxy S20 and newer. Your phone also needs to be carrier-unlocked. On iPhone, check Settings → General → About for an 'EID' field. On Android, search Settings for 'SIM' and look for 'Add eSIM' or 'Download a SIM'.
How fast does my eSIM arrive?＋
Instantly. As soon as your payment clears, your activation QR code is emailed to you and shown on the order success screen. You can install before you leave home — the eSIM only consumes data once you toggle it on.
Can I keep my home number while using a VXERA eSIM?＋
Yes. eSIM is a separate line on your phone. Your home SIM (or your home eSIM) stays active for SMS, 2FA, and inbound calls. The VXERA travel eSIM handles only mobile data on a second line — you control the toggle.
What if I run out of data?＋
You can buy a top-up plan from the VXERA marketplace and apply it to the same eSIM, or buy a fresh plan. Top-ups appear on the same physical eSIM profile so you don't have to re-install anything.
Do VXERA eSIMs include calls and SMS?＋
VXERA eSIM plans are data-only by design — that's how we keep prices honest and bill-shock-proof. For calls, use WhatsApp / FaceTime / Google Meet over data. For SMS-based 2FA, keep your home line active in the dual-SIM slot.
What's your refund policy?＋
If your eSIM never installs or never connects to a network, contact us within 7 days and we'll refund or replace it. Once an eSIM has connected to a network and used data, it can't be refunded — that's an industry-wide constraint.
Will the same eSIM work on a different phone?＋
An eSIM profile is bound to the device it was first installed on. If you switch phones, you'll need a new eSIM. Some plans support a 'transfer eSIM' flow within Apple/Android — check your destination's plan details.
Why do I need an eSIM if my country has free roaming?＋
If your home plan already includes free or cheap roaming in the country you're visiting, you don't need a travel eSIM. VXERA eSIM is for travelers whose home carriers charge expensive per-MB rates abroad.
How do I find my eSIM after I install it?＋
Sign in to vxera.ai, open the dashboard and choose 'eSIM' in the sidebar — your purchased eSIMs (and their QR codes) are saved there permanently. If you bought as a guest, sign up using the same email and your purchases will be linked automatically.
Can I use a VXERA eSIM as a hotspot?＋
Most plans support tethering / personal hotspot. Each plan card on the marketplace shows whether tethering is included or restricted.