Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM that allows you to activate a cellular plan without a physical SIM card. It's built into most modern smartphones and can be activated by scanning a QR code.

Question 2

How do I install my eSIM?

Accepted Answer

After purchase, you'll receive a QR code instantly. Go to your phone's Settings > Cellular/Mobile > Add eSIM, then scan the QR code. The whole process takes about 2 minutes.

Question 3

How do I know if my phone is eSIM compatible?

Accepted Answer

Most phones released after 2018 support eSIM, including iPhone XS and later, Samsung Galaxy S20 and later, and Google Pixel 3 and later. You can check by dialing *#06# or visiting our compatibility checker.

Question 4

Can I keep my existing phone number?

Accepted Answer

Yes! Your eSIM provides data connectivity only. Your existing physical SIM keeps your phone number active for calls and texts. Both work simultaneously using Dual SIM.

Question 5

What happens if I run out of data?

Accepted Answer

You can easily top up your data plan directly from your dashboard without reinstalling anything. Additional data packages are available for the same destination at any time.

Question 6

What is your refund policy?

Accepted Answer

We offer a full money-back guarantee on unused eSIMs. If you haven't installed your eSIM, you can request a refund at any time — there's no deadline. If it has already been installed, our support team will review your request with you.

Question 7

Can I use my eSIM as a hotspot?

Accepted Answer

Yes! All tukango eSIM plans support hotspot/tethering. Share your connection with other devices like laptops and tablets.

Question 8

Can I top up my eSIM data?

Accepted Answer

Yes, you can top up your existing eSIM anytime from your dashboard. No need to install a new eSIM — just purchase additional data and it's added instantly.

Question 9

How quickly do I receive my eSIM?

Accepted Answer

Instantly! After payment, your QR code is delivered immediately via email. You can install your eSIM right away, even before your trip.

Question 10

Will my phone number change?

Accepted Answer

No. Your eSIM provides data only. Your existing phone number and SIM card continue to work for calls and texts. The eSIM simply adds a data connection.

Question 11

Do I need to unlock my phone?

Accepted Answer

Yes, your device must be carrier-unlocked to use an eSIM from tukango. You can check this in Settings > General > About on iPhone, or contact your carrier.

Question 12

Can I install the eSIM before my trip?

Accepted Answer

Yes, we recommend installing your eSIM before departure while you have WiFi. The plan validity starts when you connect to a network at your destination, not when you install it.

Question 13

Are there any roaming charges?

Accepted Answer

No. tukango eSIM plans use local networks directly, so there are no roaming charges. You pay only the plan price, with no hidden fees.

Question 14

What networks will I connect to?

Accepted Answer

tukango connects you to premium local networks in each country. We partner with 230+ carrier networks across 190+ countries, ensuring reliable 4G/5G coverage.

Question 15

Can I use multiple eSIMs on my phone?

Accepted Answer

Most eSIM-compatible devices can store multiple eSIM profiles. You can switch between them for different countries or keep your primary SIM active alongside your tukango eSIM.

Question 16

Is tukango secure?

Accepted Answer

Yes. tukango is powered by GSMA-certified infrastructure, the global standard for eSIM security. Your data and transactions are protected with industry-leading encryption.

Question 17

Can I activate my eSIM on the plane?

Accepted Answer

You can install the eSIM on the plane if you have WiFi, but activation requires connecting to a local network. We recommend installing before departure and activating upon landing.

Question 18

Do eSIM plans include phone calls?

Accepted Answer

tukango eSIM plans are data-only. You can make calls using apps like WhatsApp, FaceTime, or Zoom over your data connection. Your primary SIM handles traditional calls.

Question 19

How do I check my remaining data?

Accepted Answer

Log into your tukango dashboard to see real-time data usage, remaining balance, and plan validity for all your active eSIMs.

Question 20

What if the eSIM doesn't work at my destination?

Accepted Answer

Contact our dedicated support team. An eSIM you never installed can be refunded in full at any time. If it has already been installed, our team reviews the request with you.

How can we help you?

How do I install eSIM?

Out of data, top up

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