Frequently Asked Questions

An eSIM (embedded SIM) is a digital profile installed directly on your phone — no physical card required. You download and activate it over the internet, allowing instant connectivity without visiting a store. Your home SIM remains active at the same time, so you can use the eSIM for travel data while keeping your usual number for calls and texts.

Most travel plans are data-only. For destinations that support voice and text, select Data + Voice + SMS plans in the plan filter.

Hotspot availability depends on the specific plan and network rules in that destination. Check the plan details before checkout.

Yes. Most modern dual-SIM devices let you run an eSIM for travel data while keeping your physical SIM active for calls and texts. You can switch the default data line between SIMs in your device settings at any time.

Storage varies by device. Most iPhones and many Android phones can hold 8–20 eSIM profiles, though typically only one or two can be active simultaneously. You can switch between stored profiles in Settings without deleting them, making it convenient to manage eSIMs across multiple trips.

After your order is fulfilled, a QR code is sent to your email and saved in your MollySIM account. To install: open Settings > Cellular (or Mobile Data) > Add eSIM, then select Scan QR Code and point your camera at the code. The profile installs automatically. Complete this step while connected to stable Wi-Fi.

Most flagship smartphones released after 2018 support eSIM, including iPhone XS/XR and later, Samsung Galaxy S20 and later, and Google Pixel 3 and later. Go to Settings > About Phone (Android) or Settings > General > About (iPhone) to verify eSIM support. Your device must also be carrier-unlocked to activate a third-party eSIM plan.

Install while you have stable Wi-Fi, ideally before departure. Activate the line when you arrive, based on your travel timing and plan validity.

No. A purchased profile is generally bound to one device during activation. If you need another device, purchase an additional eSIM.

No. Carrier-locked devices cannot activate eSIM profiles from third-party providers. Contact your carrier to request an unlock — many unlock devices automatically after a contract period, or upon request. Confirm your device is fully unlocked before purchasing a MollySIM plan.

Try these steps: clean your camera lens, increase the screen brightness on the device displaying the QR code, or scan in better lighting. Most orders also include a manual activation code — select Enter Details Manually in your cellular settings as an alternative. If the issue persists, contact support with your order ID before deleting any eSIM profile.

Validity start rules depend on the provider. Most plans begin counting down from your first data connection in the destination country — not from the date of purchase or installation. A small number of providers start validity at installation time. Always check the plan details page before buying to confirm the exact validity start rule for that plan.

Once your data allowance is fully used, the connection will either stop or be reduced to a lower speed depending on the plan type. You can purchase a new plan for the same destination immediately from your account. Your order history allows quick repeat purchases without re-entering your details.

Yes, regional plans are designed for multi-country trips inside supported areas. Coverage lists vary by plan and should be checked before buying.

It depends on the plan. Some plans throttle data to a reduced speed (typically 128–512 kbps) after the full quota is used rather than cutting off entirely, while others stop data completely. Check the plan details page for the after-quota policy — it will indicate whether data stops or continues at reduced speed.

Pausing or extending a plan's validity is not supported after purchase, as terms are set by the underlying provider. If you expect a longer or interrupted trip, choose a plan with a longer validity from the start, or purchase a second plan to cover any remaining days needed.

We accept credit and debit cards via Stripe and PayPal. Depending on your browser and device, Apple Pay or Google Pay may also appear at checkout. All payments are processed securely by our payment partners — MollySIM does not store card details on our servers.

Refund eligibility is assessed case by case under our Refund Policy. Unused plans that have not been activated may qualify if requested promptly. Once a plan is activated or its validity period has started, refunds are generally not available. Submit your request via the Refund Policy page with your order ID and the reason for your request.

Go to My Orders to track payment and eSIM fulfillment status. Updates are synced as provider events arrive.

First, check your spam or junk folder for the confirmation email. Then log in to your account and go to My Orders — your QR code and eSIM details are available there even if the email was not delivered. If your order shows pending for more than 30 minutes, contact support with your order ID and payment confirmation.

Yes. Add plans for different destinations to your cart and complete a single checkout. Each plan appears as a separate order in My Orders with its own QR code and validity period. Install each eSIM before the relevant trip to avoid starting the validity countdown early.

Work through these steps: confirm your destination is covered by the plan; in Settings > Cellular, ensure the eSIM line is enabled and selected as the active data line; toggle airplane mode on and off to force a network refresh; try selecting a network manually in Network Selection. If the issue continues, restart your device and contact support with your order ID and device model.

Activation failures can happen if the device is not fully carrier-unlocked, if the QR code was previously used on a different device, or due to a temporary provider issue. Restart your device and confirm your cellular settings are correct. Do not delete the profile before contacting support — send a screenshot of the error along with your order ID so we can assist.

Slow speeds can result from network congestion in your area, roaming onto a weaker partner network, or the plan entering a fair-use throttled state. Check your remaining data in Settings > Cellular and review the plan's throttle policy. Moving to a different location may help; if speeds remain very slow, contact support with your order ID.

In most cases, eSIM profiles cannot be transferred once activated, as the profile is bound to the device at activation. If the eSIM was never activated, contact support before removing it from your old phone — some providers allow a limited number of re-downloads. For future trips, purchase a new eSIM plan once your new device is set up and confirmed as carrier-unlocked.