Find answers to your questions

 

eSIM Features

What is an eSIM?
 

An eSIM is a digital SIM card integrated directly into your device that, unlike traditional SIM cards, does not require any physical support. It allows you to activate data plans anywhere quickly and easily. Read the guide to learn how to use and purchase an eSIM.

What do I need to install an eSIM?
 

You need:

  • • a device compatible with eSIM technology
  • • an Internet connection to download the eSIM profile
  • • a data plan. If you haven't already purchased a data plan, read the guide to purchase one.

 

 

Yes, you can do this but only if your device is compatible with eSIM and supports dual SIM mode. In that case, you can manage calls and data independently between the two cards. Check your device settings to set which SIM to use for the Internet connection.

 

Usually no: most eSIMs are not reusable. Always read the instructions provided after purchase.

 

If you have activated both the eSIM and the physical SIM, you will continue to receive calls and SMS on your physical SIM because our eSIMs only offer data connection and do not support calls or SMS. Remember that your carrier may apply roaming charges on calls and SMS when you are abroad.

You can still use apps like WhatsApp, Skype, Viber, etc. to communicate via Internet.

 

Check your iMessage settings: make sure it is active and that your phone number and email are correct. Go to the "Settings" section, then select "Messages" and then "Send & Receive" to verify that everything is configured correctly.

 

Yes. Your eSIM only manages the data connection, so you can continue to use WhatsApp with your main number as always. You don't need to change accounts or reinstall the app: you just need to be online.

 

Basic eSIM Information

How do I know if my device is compatible?
 

Read the guide to check if your device is compatible.

How do I install an eSIM?
 

After verifying that your phone is compatible with eSIM, you can install it.
We recommend installing the eSIM the day before your trip and activating it upon arrival.
Depending on your device, read the guides to installing your eSIM on Android or installing your eSIM on iOS.

 

No, with simyousoon you only need to install the eSIM once. You can add new plans for any destination on the same eSIM.

 

To remove an eSIM:

  • 1. go to your phone settings, in the SIM or Mobile Network section;
  • 2. select the eSIM you want to delete;
  • 3. choose Delete or Remove Profile;

We remind you that, once deleted, you will not be able to reactivate it.

 

 

The roaming feature allows your phone to access the Internet when you are abroad.

We recommend disabling it on your physical SIM and activating it only on our eSIM. On some Android devices, it is not possible to activate roaming only for an eSIM: in this case, activate general roaming and verify that our eSIM is selected for mobile data (you can do this from the device settings).

 

Android phones allow you to set a data warning threshold, usually preset to 2 GB but modifiable. Remember that the threshold does not indicate the data actually included in your plan. To check available and consumed data, you can access the My eSIMs section from the app.

 

Payments

 

For each order you will receive an email with all the details of the services purchased and the payment.

To get the invoice:

  • 1. log in to the simyousoon app;
  • 2. go to the profile icon, at the bottom right;
  • 3. go to Orders and Invoice Requests;
  • 4. select the order for which you need the invoice;
  • 5. enter, confirm or modify your billing details;
  • 6. go to Request Invoice. You will see a confirmation message for the request and within a few days you will receive the invoice at your email address.

 

 

The receipt is automatically sent via email after purchase. If you don't find it, also check the Spam folder. The receipt is always available on the simyousoon app.

 

If you purchase a simyousoon service as a consumer, you can exercise your right of withdrawal within 14 days of entering into the contract, free of charge and without giving any reason. To request withdrawal, contact support via the chat available on the website or in the app.

You are entitled to a full refund of the amount paid only if:

  • - the purchase was made through the website or app;
  • - the withdrawal request is submitted within 14 days of purchase;
  • - the data plan has not been activated or used;
  • - the data plan has not expired.


The refund will be issued within 14 days of the request, using the same payment method used for the purchase (unless otherwise agreed). If one or more of the above conditions are not met, the refund request will be assessed on a case-by-case basis.

 

Complaints

 

You can submit a complaint by opening a support request on the Website or in the Mobile app. We recommend submitting your complaint within 7 days of the event you wish to report, or within any other deadline set by the applicable regulations.

When will I receive a response?
We will review your complaint and provide you with a written response within 30 days of receiving it. If the case requires particularly complex checks and it is not possible to provide a final response within that deadline, we will update you on the progress of your case.

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eSIM Configuration Guide