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Our team is here for you 24/7, 365 days a year. Whenever you need help, we've got you covered.
Frequently Asked Questions
You might find your answer here before reaching out to us
What is an eSIM?
An eSIM (embedded SIM) is a digital SIM technology that lets you activate a carrier's cellular plan without needing a physical SIM card. Most modern smartphones support eSIM.
How do I install an eSIM?
Installation is simple and takes just a few minutes:
- After purchase, your QR code, quick-install link, and manual details are sent to your email and shown where you ordered, on your web order page or in the eSIMX app
- Fastest: open the eSIMX app and tap Install to add the eSIM in one step
- Alternatively, tap the quick-install link on your phone (iOS or Android)
- Or go to Settings > Cellular/Mobile Data > Add eSIM, then scan the QR code or enter the details manually
- Follow the on-screen instructions to complete setup
We recommend installing the eSIM within 24 hours before traveling. For most plans, the validity period starts only when you arrive at your destination and connect to a local network. Please check your plan details.
Does my phone support eSIM?
Most modern smartphones support eSIM. Compatible devices include:
iPhone Models:
- iPhone XS, XS Max, XR and newer
- iPhone 11, 12, 13, 14, 15 series
Android Phones:
- Google Pixel 3 and newer
- Samsung Galaxy S20 and newer
- Samsung Galaxy Note 20 and newer
Can I get a refund?
If your eSIM hasn't been installed yet, you can get a full refund within 14 days of purchase. Once it's installed, it can only be refunded if it doesn't work because of a problem on our side or with the network that our support team can't fix. See our Refund Policy for details.
What if I run out of data?
Add-on data packs aren't supported at the moment. When your data runs out, please buy a new eSIM.
Do I need to remove my physical SIM?
No. Your eSIM works alongside your physical SIM (dual SIM mode). We recommend installing your eSIM within 24 hours before your trip and activating it when you arrive at your destination.
I have no signal, or I have signal but can't access the internet. What should I do?
We recommend manually switching to a different network carrier. Different carriers have varying coverage in each area. Most of our plans support multiple carriers — try manually selecting a different carrier in your phone's network settings to resolve the issue.
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Office
Skylark Connect LLC
222 Pacific Coast Hwy
El Segundo, CA 90245