FAQ

An eSIM (embedded SIM) is a digital SIM card built into your phone, with no physical card to insert. You simply scan a QR code to add a new mobile data line to your device. What Volo sells is exactly this kind of digital eSIM, made for travel.

They do the same job. The difference is that an eSIM lives in your phone’s chip as software, with nothing physical involved. No queuing at a counter, no tiny card to lose or swap, and you can install it online within minutes of buying.

No. An eSIM is added as an extra line, so your existing physical SIM can stay right where it is. Most eSIM-capable phones hold a physical SIM and an eSIM at the same time.

Not at all. A Volo eSIM is a separate data line that works independently of your usual number. As long as your original SIM stays in the phone, you can still receive calls and texts on it (if that line has roaming or is left on standby) while browsing on Volo’s data.

Yes, and this is where eSIM shines. You can keep your original number as your calls-and-texts line, and set the Volo eSIM as your data line. You stay reachable while using local data abroad.

An eSIM uses the same encryption and authentication standards as a physical SIM, so it’s just as secure, arguably more so, since it can’t be popped out or lifted like a physical card. Your installation QR code is personal to you, so please don’t share it publicly.

Yes. Most eSIM-capable phones can hold several eSIMs, which is handy for installing different trips in advance. Usually only one data line is active at a time, and you can switch between them in your settings whenever you like.

The quickest way is to dial *#06#. If an EID number appears, your phone has eSIM hardware. For the full model list and step-by-step checks, see our device compatibility page.

If you bought your phone outright or off-contract, it’s usually unlocked. If it came with a carrier contract, ask that carrier to confirm. A locked phone only accepts that carrier’s SIMs and can’t install a Volo eSIM.

It depends on the model. For local regulatory reasons, many phones sold in these markets (especially the iPhone 11 to 16 range) ship with two physical SIM slots and no eSIM. This is the single most common reason a Volo eSIM won’t install, so please check before you buy. Full details are on our device compatibility page.

Start with your destination: for a single country, that country’s plan is the best value; for a multi-country trip, a regional plan is more convenient. Then estimate your data: for maps, messaging and social media, around 1GB a day is plenty; if you stream often or share a hotspot, a higher-allowance or unlimited plan is the safer choice.

If your whole trip is in one country, a single-country plan gives the best value. If you’ll pass through several countries (say a multi-stop trip across Southeast Asia or Europe), a regional plan lets you use one eSIM across borders without switching.

Yes. An eSIM is a digital product, so after purchase you’ll receive a QR code and setup guide that you can simply pass on for them to install on their own phone. Note that each eSIM can only be installed on one device.

If a regional plan covers all your destinations, one is enough. If not, you’ll need a separate single-country plan for each, switching to the matching eSIM as you arrive in each country.

Once payment is complete, your eSIM QR code and setup guide are sent to you by email straight away, and are also shown on your order confirmation page. eSIMs are delivered digitally and instantly, with nothing to wait for in the post.

It’s simple: open your phone’s settings, choose to add an eSIM or mobile plan, scan the QR code we provide, and follow the on-screen steps. The whole thing usually takes under a minute, and is best done on a stable Wi-Fi connection.

Yes. Installing an eSIM requires a network connection, so we recommend doing it on home Wi-Fi before you set off. Once installed, the data only activates when you reach your destination and connect to the local network.

We recommend installing before you leave, since installation needs a connection and is most reliable on familiar Wi-Fi. Installing is not the same as activating: for most plans, the validity period only begins when you arrive and first connect to the local network.

No. Installing only writes the line to your phone. For most plans, validity and usage begin only when the eSIM first connects to the network at your destination, so you can install early without losing days. The exact rule for any plan is noted on its product page.

The result is identical. QR code installation is the simplest, just scan; manual installation means entering the SM-DP+ address and activation code yourself, which helps when scanning a QR code on the same phone is awkward. Our email includes the details for both methods.

Once you arrive, confirm three things:

1. The Volo eSIM is set as your data line;
2. Data Roaming is switched on (this is required for the eSIM to connect to the local network, and won’t incur any roaming charge);
3. Data on your original SIM is switched off, so it isn’t used by mistake.

You’re then ready to go online.

After landing, switch on your phone, set the Volo eSIM as your data line in settings, and turn on Data Roaming. Your phone will then connect automatically to the local partner network. The first connection can take a few minutes, so please be patient.

Yes. An eSIM works through local carrier networks, so Data Roaming must be on to connect. Rest assured this is simply how an eSIM operates, and it won’t generate any roaming charge from your original carrier.

Yes. As long as your original physical SIM stays in the phone and on standby, you can keep receiving calls and texts on it (some may require roaming on that line). Apps like WhatsApp and Telegram work over Volo’s data as normal, and their link to your number is unaffected.

A Volo eSIM is a data-only plan and doesn’t come with a traditional local number for voice calls or SMS. You can still make voice and video calls through apps like WhatsApp, FaceTime and LINE, which is more than enough for most travellers.

Most Volo plans support personal hotspot sharing, so you can share data with travel companions or other devices. A few plans may have limits, which are noted on the relevant product page.

Yes. Once connected to Volo’s data, these apps work as usual. Do note that some destinations (mainland China, for example) place network restrictions on certain overseas services, so it’s worth understanding the local network environment before you travel there.

You can check remaining usage through your order page or the link we provide. We also suggest viewing the data statistics for that eSIM line in your phone’s settings, so you always know where you stand.

When your data runs out, the connection stops. You can buy and install a new plan at any time to get back online. Some plans support top-ups, and those options will appear in your account or on the product page.

For most plans, validity begins when the eSIM first connects to the network at your destination (activation), not from the date of purchase or installation. So you can buy and install early, and only start spending days once you arrive. The exact rule for any plan is noted on its product page.

Unlimited plans mean you never have to worry about running out, but to keep network quality fair for everyone, most carry a Fair Usage Policy (FUP): once your daily high-speed allowance is reached, speeds are adjusted lower until the next day’s reset. Everyday navigation, messaging and browsing are generally unaffected. Each plan’s high-speed allowance is shown on its product page.

Fixed-allowance plans run at full speed until the allowance is used up. Unlimited plans are subject to the Fair Usage Policy and slow temporarily once the daily high-speed allowance is exceeded. Beyond that, we don’t throttle without reason.

It depends on the destination, plan and local network. In 5G-enabled areas, with a compatible plan and phone, you can enjoy 5G speeds; otherwise you’ll be on a stable 4G/LTE connection.

Volo works with major carriers in each destination, and your phone connects automatically to the partner network with the best signal, with nothing for you to choose manually. The actual network may vary by location.

Each plan’s coverage is listed clearly on its product page. Please confirm your destination is on the list before buying. For regional plans especially, check that the countries shown cover your entire itinerary.

No. Once the validity period ends, the plan expires and any remaining data expires with it, with no way to carry it over or refund it. We recommend choosing a plan that matches the length of your trip.

We support the usual online payment methods, including credit cards and popular mobile payment options. The exact choices available appear at checkout.

eSIMs are delivered digitally and instantly. Once payment succeeds, you’ll receive a confirmation email with your QR code and setup guide, usually within a few minutes.

First, check your spam or promotions folder, and confirm the email address you entered at checkout is correct. You can also view your eSIM details directly on the order confirmation page. If it’s still missing, reach us via the contact details at the bottom of the page and we’ll resend it promptly.

Yes. Your order confirmation email already serves as a receipt. If you need a different format, just let us know through our contact details.

Yes. All payments are handled through an encrypted, secure checkout, and Volo does not store your full card details.

Because eSIMs are instantly delivered digital products, an eSIM that hasn’t been installed or activated can be refunded within the stated period after purchase. Once installed or activated, an eSIM generally can’t be refunded, except where there’s a genuine technical fault we’re unable to resolve. See our refund policy or contact us for details.

As long as the eSIM hasn’t been installed and activated, contact us as soon as you can and we’ll help with an exchange or refund. Once an eSIM is activated it can’t be changed, so please double-check your destination and plan before installing.

Yes. If your device meets the compatibility requirements but the eSIM still won’t install, contact us first so we can help troubleshoot. If it’s ultimately confirmed as a product issue we can’t resolve, we’ll refund or reissue it for you.

Generally no. Once an eSIM is activated it’s considered in use and, by the nature of a digital product, can’t be refunded. If you run into a network-related technical issue, contact us and we’ll do our best to help.

Make sure your phone is on a stable network, and try adjusting screen brightness or moving back before scanning again. If it still won’t work, use the manual installation details from your email (the SM-DP+ address and activation code). Re-installing the same eSIM can invalidate it, so contact us first if you’re unsure.

Check in order: the Volo eSIM is set as your data line, Data Roaming is on, and Airplane Mode is off. Try restarting your phone, or manually selecting a carrier network in settings. The first connection sometimes takes a few minutes, so give it a moment.

Confirm your data line is switched to the Volo eSIM and Data Roaming is on, and turn off data on your original SIM so the phone doesn’t default to the wrong line. If you still can’t connect, try restarting or resetting your network settings.

Speed is affected by your location, crowd density and local network conditions. Try moving somewhere with a stronger signal, restarting, or switching between 4G and 5G in settings. On an unlimited plan, also check whether you’ve reached your daily high-speed allowance.

A deleted eSIM usually can’t be reinstalled with the same QR code. If this happens, contact us as soon as possible and we’ll assess whether a reissue is possible based on the plan’s status. To avoid accidental deletion, we suggest removing an eSIM only after your trip ends.

Usually not, as most phones configure this automatically. In the rare case a manual APN is needed, the details are provided in our email or setup guide, so just follow the instructions.