Frequently asked questions

Q.What is an eSIM and how is it different from a regular SIM card?

A.An eSIM is a digital SIM that lives inside your phone. There's nothing physical to insert or swap. You install it by scanning a QR code or entering an activation code, and your phone runs it alongside your regular SIM. Most phones from 2018 onward support eSIM — including all recent iPhones, Google Pixels, and most Samsung Galaxy models.

Q.Will an eSIM work on my phone?

A.Most modern phones support eSIM, but not all. The simplest check is in your phone settings under “Cellular” or “Mobile” — if you see an option to add a digital SIM or eSIM, you're set. We've published a list of confirmed compatible models on our compatibility page. If your phone isn't supported, we'll let you know before purchase.

Q.Do I need to be in the destination country to install the eSIM?

A.No. We recommend installing the eSIM before you travel, while you're on Wi-Fi at home. The plan only starts running when you first connect to a local network in your destination, so installing early doesn't waste any data.

Q.How quickly will I receive my eSIM after purchase?

A.eSIMs are usually delivered to your email within a few minutes of payment. In rare cases it can take up to 30 minutes. If you haven't received yours after 30 minutes, check your spam folder, then contact support.

Q.Can I use the eSIM for calls and texts, or only data?

A.Voyager plans are data-only. You won't have a phone number for traditional calls or SMS. However, you can use any internet-based calling and messaging app — WhatsApp, FaceTime, iMessage, Telegram, Signal, Zoom, Google Meet — exactly as you would at home, since they all run on data.

Q.When does my plan start counting?

A.Your plan starts the moment your phone first connects to a local network in the destination country. Until then, the plan is dormant. Installing the eSIM does not start the clock.

Q.How long is my plan valid for?

A.Validity depends on the plan you bought — typically 7, 15, or 30 days. The exact duration is shown at purchase and in your order email. Once the plan starts, it runs continuously until either the time expires or the data runs out, whichever comes first.

Q.What happens when my plan expires?

A.The eSIM stops providing data. The eSIM profile remains on your phone but is no longer active. You can either purchase a new plan to top up, or remove the eSIM if you no longer need it.

Q.Can I pause my plan and resume later?

A.Plans cannot be paused once started. If you have an upcoming trip with gaps, the simplest approach is to buy separate plans for each leg rather than one long plan you'd partly waste.

Q.Can I extend my plan if I'm running low on data or time?

A.You can purchase additional plans for the same destination. Each is a separate eSIM with its own activation. We're working on top-up support for existing plans — for now, additional purchases are the way.

Q.Which countries does Voyager cover?

A.Voyager covers over 190 countries with local and regional plans. The full coverage list is on our destinations page. Most plans use multiple local carriers in each country to maximize signal quality.

Q.What network speeds can I expect?

A.Most plans support 4G/LTE everywhere it's available, and 5G in countries where the local carriers offer 5G. Actual speeds depend on your location, the carrier, and local network conditions — exactly the same as a local SIM in that country.

Q.Can I tether or use a personal hotspot?

A.Most plans allow tethering and personal hotspot use. Some plans have hotspot restrictions or speed caps for hotspot data — check the plan details before purchasing. If unsure, look for “hotspot” or “tethering” in the plan description, or contact support.

Q.What if I cross into a country my plan doesn't cover?

A.The eSIM will simply not connect in countries outside your plan's coverage area. You won't be charged extra or accidentally use data. To stay connected, purchase a plan for the new country before crossing — installing a second eSIM doesn't remove the first.

Q.How can I check how much data I've used?

A.Check the order email — it includes a link to your usage page that shows real-time data consumed and remaining. Phone-side data counters (like iPhone's Cellular settings) can also show usage but are sometimes less accurate, especially when reset values are involved.

Q.What happens when I run out of data?

A.The eSIM stops providing data when your plan's allowance is used up. You can either purchase another plan or switch back to your home SIM (and Wi-Fi where available) for the rest of your trip.

Q.Are there fair-use limits or speed throttling?

A.Some plans have fair-use policies, particularly for “unlimited” plans, which may throttle to slower speeds after a certain daily usage threshold. Throttle thresholds and policies are listed in each plan's details before purchase.

Q.Can I share my eSIM data with friends?

A.Through your phone's hotspot feature, yes (where the plan allows hotspot use). The eSIM itself is tied to your phone — only one device can use it at a time, but that device can share its connection to others over Wi-Fi.

Q.The QR code won't scan. What do I do?

A.See our troubleshooting guide for step-by-step fixes. The most common solution is to use the manual activation code provided in your order email instead of the QR.

Q.I installed the eSIM but I'm not getting any signal. Help?

A.Walk through our connection troubleshooting guide. Most issues are resolved by ensuring data roaming is enabled on the eSIM line and your home SIM is turned off.

Q.Can I get a refund if my eSIM doesn't work?

A.If your eSIM has a genuine technical issue we can't resolve, we'll either replace it or refund it. We can't refund eSIMs that have been activated and used as expected, or eSIMs purchased for the wrong country by mistake — please double-check your destination before buying. Refund requests should go through support with your order number.

Q.I bought the eSIM for the wrong country by mistake. Can I swap it?

A.We can sometimes accommodate this if the eSIM hasn't been activated yet. Contact support with your order number as soon as possible. Once an eSIM is activated, it's tied to its destination country and can't be swapped.

Q.I lost the email with my eSIM. Can you resend it?

A.Yes. Contact support with the email address you used at purchase and we'll resend the eSIM details.

Q.How do I contact support?

A.Reach us on WhatsApp at +62 856 9290 4010. We're available Monday to Friday, 9 AM to 6 PM Jakarta time (GMT+7). Outside these hours, send a message and we'll respond within one business day.

Q.What information should I include when contacting support?

A.Always include your order number (from your purchase email), the country you're traveling in, your phone model and OS version, and a brief description of the issue and what you've already tried. This usually lets us help in a single response.

Q.How long until I get a response?

A.During business hours, most messages are answered within a few hours. Outside business hours or on weekends, responses come within one business day.

Q.I'm in the middle of a trip and my eSIM stopped working. What should I do right now?

A.Walk through our troubleshooting guide — it's designed to fix the most urgent issues without waiting for support. If those steps don't help, contact us with your order number and current location, and we'll prioritize travel-emergency tickets.

Q.Can I escalate if I'm not happy with my support response?

A.Yes. Reply to your support email and ask to escalate to a manager. We take all escalations seriously and aim to respond within one business day.