常見問題解答

eSIM（嵌入式 SIM 卡）是直接安裝在手機晶片上的數碼設定檔，無需插入實體塑膠卡。您只需透過網路下載並啟用即可完成連網，免去前往門市或等待快遞的煩惱。同時，您的原手機卡可保持正常啟用狀態，實現出國上網與原卡接收短訊兩不誤。

Most travel plans are data-only. For destinations that support voice and text, select 數據 + 話音 + 短訊 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.

訂單完成交付後，二維碼將發送至您的電郵並同步至 MollySIM 帳戶。安裝方法：進入「設定 > 流動網絡服務（或流動數據） > 新增 eSIM」，選擇「掃描二維碼」並對準屏幕或列印件掃描，設定檔將自動完成安裝。請確保安裝時裝置已連接至穩定的 Wi-Fi 網路。

2018 年後發布的大多數主流旗艦智慧型手機均支援 eSIM，包括 iPhone XS/XR 及後續機型、三星 Galaxy S20 及後續機型、谷歌 Pixel 3 及後續機型。您可在「設定 > 一般 > 關於本機」（iPhone）或「設定 > 關於手機」（Android）中檢查裝置相容性。此外，裝置必須為無鎖機（Unlocked）方可啟用第三方 eSIM 方案。

在有穩定 Wi-Fi 的情況下安裝，最好在出發前完成。抵達後根據您的旅行時間和計劃有效期啟用線路。

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.

當高速流量額度耗盡後，網路將暫停或根據方案規則降速提供服務。您可以登錄帳戶隨時為同一目的地再次購買新方案，系統將快速複用您的資訊，即買即用。

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.

購買後不支援暫停或延長計劃有效期，因為條款是由底層電訊商設定的。如果你預計行程較長或有中斷，請從一開始選擇效期較長的計劃，或者購買第二個計劃來覆蓋所需的剩餘天數。

我們支援透過 Stripe 和 PayPal 使用各大信用卡與簽帳金融卡付款。根據您的裝置與瀏覽器，結賬頁面還將自動提供 Apple Pay 和 Google Pay 便捷支付。所有交易均由合規支付通道加密處理，MollySIM 伺服器不會留存您的銀行卡敏感資訊。

我們提供靈活的退款保障：根據《退款政策》，對於尚未啟用且未使用的方案，可以在效期內申請全額退款。一旦方案被啟用或已開始計算效期，除可證實的網路技術故障外，暫不開放退款。提交退款申請時，請附上您的訂單號及原因。

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

首先，請檢查您電子電郵中的垃圾郵件或廣告郵件資料夾。接著您可以登入您的帳戶並前往「我的訂單」——即使郵件未送達，您的二維碼和 eSIM 安裝詳情依然會即時顯示在此。若訂單顯示掛起（Pending）超過 30 分鐘，請攜帶您的訂單編號與支付確認屏幕截圖聯絡客戶服務。

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.

網速慢可能是由於你所在區域的網路擁塞、漫遊到較弱的合作商網路，或者計劃進入了公平使用限速狀態。請在「設定 > 流動網絡服務」中檢查你的網速與剩餘流量並查看計劃的限速政策。移動到其他位置可能會有幫助；如果網速依然非常慢，請攜帶訂單編號聯絡客戶服務。

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.