Travel eSIM FAQ
Last updated：
Straight answers to the questions that actually reach our support inbox, in the order they tend to arrive: before buying, while installing, and after landing.
Definition: what a travel eSIM is
Travel eSIM：A prepaid mobile data profile downloaded into your phone's built-in eSIM chip, delivered as a QR code by email, installed before departure and activated when you switch on data roaming at your destination — with no physical SIM card involved.
- Data only. No local voice line and no local number for SMS.
- Your own SIM stays in. Your existing number keeps receiving calls and texts.
- Electronic delivery. A QR code by email, so there is no shipping and no shipping fee.
Key numbers
- more than 190 — countries and regions covered
- 24 hours a day — customer support availability
- 4G / 5G — network technology supported
- about 2–5 minutes — typical installation time
- 1 — number of times a QR code can be installed
- *#06# — dial this to check whether your phone has an EID
Before you buy
Three checks. Skipping them is the leading cause of refund requests.
- Does the phone support eSIM? Dial *#06# and look for an EID field.
- Is the phone carrier-locked? A locked handset may refuse another operator's profile even though it has an EID.
- Is the destination right? A single-country plan will not work across a border — cross-border trips need a multi-country plan.
Installing the profile
"It will not install" and "it installed but there is no data" are two different problems with two different fixes.
- Installation downloads the profile from a server, so it needs an internet connection. Do it at home on Wi-Fi.
- On iPhone: Settings → Cellular → Add eSIM → Use QR Code.
- On Samsung: Settings → Connections → SIM manager → Add eSIM. On Pixel: Settings → Network & internet → SIMs → Download a SIM.
- After installing, set this eSIM as the mobile data line — otherwise the phone keeps using your home plan.
- Label the profile something obvious, like "Japan trip", so you can find it later.
After you land
Two switches and one wait. Nine out of ten "no data" reports are the second switch.
- Confirm mobile data is set to the Auraway eSIM, not your home line.
- Switch on data roaming for that eSIM. This is the step almost everyone forgets.
- Give the phone a minute or two to register on a local network.
- Still nothing? Toggle airplane mode, or restart the phone once. That resolves most remaining cases.
- If it still fails, email [email protected] with your order number and phone model.
Data, billing and refunds
The refund rule has exactly one test, and it is not whether you scanned the code.
- If our system shows no connection record, a refund can be requested — even if the QR code was already scanned and installed.
- Once a connection record exists, the carrier has billed that data and it cannot be refunded.
- Unused data does not roll over, convert to credit or refund.
- Approved refunds return to the original payment method and can take up to 30 business days to appear on a statement.
- There is no shipping to reverse — everything is delivered electronically, on every order.
Comparison: three failure modes and what each one means
"It does not work" describes three separate situations. Identifying which one you have determines the fix.
| Symptom | What you see | Usual cause | What to do |
|---|---|---|---|
| Will not install | An error when scanning the QR code | Carrier lock, no internet connection, or the code was already used | Check the lock status, connect to Wi-Fi and retry, then contact support |
| Installed but no data | The profile is listed but there is no signal | Mobile data not switched to the eSIM, data roaming off, or not yet at the destination | Switch the data line, enable data roaming, restart once |
| Connected but slow | Data works but throughput is poor | Weak local signal, or the daily allowance has been used and speed reduced | Move to better coverage, or check remaining allowance |
結論：Work out first whether the profile installed at all. If it did, the answer is almost always data roaming.
How to troubleshoot no connection, step by step
In this order. Most problems resolve before step four.
- Confirm you have actually arrived in the destination country — the profile will not connect from home.
- Open your phone settings and confirm mobile data is set to the Auraway eSIM.
- Switch on data roaming for that line.
- Restart the phone once and wait for network registration.
- If it still fails, email [email protected] with your order number, phone model and current country. Support runs 24 hours a day.
FAQ
Does my phone support eSIM?
Most iPhones from the XR onwards, Samsung Galaxy S20 and later, and Google Pixel 3 and later do. The fastest check is to dial *#06# — if an EID appears, the phone has an eSIM chip.
Should I install before departure or after arrival?
Before departure. Downloading the profile needs an internet connection, and if you land without data you cannot install the thing that provides data. After landing you only need to switch on data roaming.
Will my own number still work?
Yes. Your physical SIM stays in the phone and continues to receive calls and SMS. Only mobile data moves to the eSIM.
Can I receive bank verification codes on the eSIM?
No. Travel eSIM plans are data-only with no local number attached. Keep SMS on your own line, or use an app-based authenticator.
Can I share a hotspot with other people?
Most plans support hotspot sharing — check the individual plan page. Be aware that sharing multiplies consumption by roughly the number of connected devices.
Can I install the same QR code on a second phone?
No. Each QR code installs exactly once, and deleting the profile does not make the code usable again.
What happens to data I do not use?
It expires with the plan. Unused data is not refunded and does not roll over. If the eSIM was never activated at all, however, the order itself can be refunded.
Can I move an eSIM to a new phone?
Travel eSIM profiles generally cannot be transferred between devices. A new phone needs a new plan, so avoid resetting or replacing your phone mid-trip.