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A quick reference for the questions we get asked the most. If you don’t find what you’re looking for here, browse the help center by category or contact us.

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1. What is an eSIM?

An embedded SIM — a digital SIM card built into your phone. You download a plan instead of inserting a plastic card. Works just like a regular SIM for mobile data, but no physical exchange required. Full answer →

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2. Does my phone support eSIM?

Most phones released from 2019 onwards do, including all iPhones from the XS (2018) up, and most flagship Androids. Check your model on our device compatibility guide.

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3. How fast can I get connected after I land?

Within minutes. If you installed before you flew (recommended), turning on the eSIM after landing connects you to a local network in seconds. If you wait to install at your destination, you’ll need a Wi-Fi connection first (most airports have free Wi-Fi). Step-by-step install guides →

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4. Can I keep my normal phone number while travelling?

Yes — Roamly works as a second SIM on dual-SIM phones (which is most modern phones). Your home SIM stays active to receive calls and texts; Roamly handles your mobile data. Just turn off data roaming on your home line to avoid roaming charges from your home carrier. More on calls and texts →

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5. Can I use one eSIM in multiple countries?

Yes, if you buy a regional plan (e.g. “Asia-Pacific” or “Europe”). Country-specific plans only work in their country. Regional plans share one data allowance across all covered countries — best for multi-stop trips. Country vs regional plans →

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6. What happens when my data runs out?

Your eSIM stops connecting to the network. You can top up to add more data without buying a new eSIM, or buy a fresh plan if you prefer. Most travellers top up — it’s faster and you keep the same eSIM installed. What happens when data runs out →

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7. Can I get a refund?

Yes, if you haven’t installed the eSIM yet. Once an eSIM is activated (first connection at your destination), it can’t be refunded because the underlying data has been provisioned. For pre-install refunds or special cases, contact us.

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8. Can I use hotspot or tethering?

Yes — most Roamly plans support hotspot on the device you’ve installed the eSIM on. Your laptop or tablet connects to your phone’s hotspot and uses the Roamly data. More on hotspot →

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9. Can I install one eSIM on multiple devices?

No — eSIM profiles are bound to a single device. If you delete the eSIM from one phone to install on another, it cannot be re-installed afterwards. Buy a second eSIM if you need to cover two devices. More on multi-device →

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10. How do I contact support?

Live chat, email, or phone — real humans in Sydney, fast replies. Contact us →