FAQ
Frequently Asked Questions
General Service
Q. How soon can I use eSIM after purchase?
After purchase, we will send two emails to your registered email address: a purchase confirmation and eSIM setup instructions.
The emails usually arrive within a few minutes. If you don’t receive them within 24 hours, please check your spam folder or contact us via the contact form.
The emails usually arrive within a few minutes. If you don’t receive them within 24 hours, please check your spam folder or contact us via the contact form.
Q. Can I use tethering (mobile hotspot)?
Yes. You can enable tethering in your device settings.
※ Please note that tethering is available on supported devices but is not covered under our operation guarantee.
※ Please note that tethering is available on supported devices but is not covered under our operation guarantee.
Q. Can I make calls or use SMS?
Premium eSIM is for data use only. Regular phone calls and SMS that require a phone number are not supported. However, you can make calls using VoIP apps such as LINE or Skype.
Q. Can I get a receipt?
Yes. If you request one via our contact form, we will send it to your registered email address (within three business days after your inquiry).
About eSIM / QR Codes
Q. Does the eSIM have an expiration date?
Please start using your data plan within 30 days after receiving the email.
We recommend making your purchase within 30 days of your intended start date.
We recommend making your purchase within 30 days of your intended start date.
Q. When does the data plan start after purchase?
Activation alone does not start the plan.
After activation, turn [Data Roaming ON] in your device settings, and the plan validity period will start from the first time data communication begins in the supported country.
Please ensure that data roaming is turned ON when you start using the plan.
If no data usage is detected within 30 days of purchase, the eSIM will expire.
After activation, turn [Data Roaming ON] in your device settings, and the plan validity period will start from the first time data communication begins in the supported country.
Please ensure that data roaming is turned ON when you start using the plan.
If no data usage is detected within 30 days of purchase, the eSIM will expire.
Q. Can I extend the validity period of my data plan?
No, extensions are not available.
Q. Can I use the eSIM QR code multiple times?
No. The QR code can only be downloaded once, so please make sure not to download it to the wrong device. Once a profile is deleted, it cannot be used again.
Q. I accidentally deleted my eSIM. Can it be reissued?
If you accidentally delete your eSIM, or if your device is lost or damaged, we are unable to reissue it due to the nature of the product.
Q. Can I install the same QR code on multiple devices?
No. Each eSIM is tied to a unique number and can only be used once. It cannot be used on multiple devices.
Q. What’s the difference between a SIM card and an eSIM?
A SIM card is a physical IC chip that stores your subscription information and can be inserted or swapped between phones. An eSIM is embedded inside the phone and can be used by downloading a digital eSIM profile that stores your subscription information.
Setup / Data Communication
Q. Where can I check my remaining data and plan validity?
http://search.t-sim.hk/dataplan/group/website
Q. Can I change my data plan size?
No, plan changes are not available. After using up your current plan, please purchase a new eSIM.
Q. What is an APN setting?
APN stands for “Access Point Name.” On Android, it defines how your phone connects to external networks. (Not required on iPhones.)
・ Settings ＞ Network & Internet ＞ Mobile Network ＞ “Access Point Names (APN)”
・ Tap “+” to add a new one
・ Name: any
APN: e.g., mobiledata (actual APN name depends on your service)
・ Save and select it
・ Settings ＞ Network & Internet ＞ Mobile Network ＞ “Access Point Names (APN)”
・ Tap “+” to add a new one
・ Name: any
APN: e.g., mobiledata (actual APN name depends on your service)
・ Save and select it
Q. How fast is the data connection?
Connection speed is provided on a “best-effort” basis and depends on local network conditions. Typical average speeds apply, and depending on the region/country, 3G–5G may be available.
Q. Can I purchase additional data?
You cannot add data to an activated eSIM, but you can purchase a new eSIM and use it instead. In that case, please set up the new eSIM on your device.
Troubleshooting
Q. I didn’t receive any email after purchase.
If the emails are not in your spam folder, please contact us via the contact form.
Q. My connection suddenly stopped working.
Please contact us via the contact form.
Q. I only have one device and cannot scan the QR code.
Enter the code included with your QR code into your device settings to manually add the eSIM.
Q. Can I get a refund or return?
Due to the nature of the product, refunds or returns cannot be accepted after issuance. However, if an initial defect or an issue caused by us is confirmed, we will handle it individually. Please contact us via the contact form.
