A little help
Good trips.
Fewer question marks.
Find your setup guide, check your phone, or ask us a question.
Browse the topics and the answers below, or contact us.
What can we help with?
01
Before you buy
Compatible phones, choosing a plan and what is included.
Explore answers02
Installing your eSIM
Your QR code, setup steps and your plan’s timing.
Explore answers03
Getting connected
Arrival settings and connection troubleshooting.
Explore answers04
Orders and payments
Find an order, get a receipt or ask about a refund.
Explore answers
Quick answers
- When should I install my eSIM?
- Where can I find my order?
- My eSIM is installed but not connecting
- Can I use the same eSIM in several places?
Still need a hand?
Have your order number ready, if you have one.
Contact YuzuSIMEvery answer, by topic
15 articles. The 4 most asked are above; everything else is here.
Before you buy
- Is my phone eSIM compatible?Your phone needs three things: eSIM hardware, which shows as an EID in its settings; no lock to a carrier; and a version of the model that was sold with eSIM in the country where you bought it.
- How to check if your phone is unlockedOn iPhone, open Settings > General > About: if Carrier Lock shows No SIM restrictions, your iPhone is unlocked. On Android, the lock status is not always shown in Settings, so ask the carrier that sold you the phone.
- Local eSIM or roaming eSIM: what is the difference?A local eSIM is a line from a network in the destination itself; a roaming eSIM is a line from another country that uses a network there. It can change which network you get and, in mainland China, which sites open.
- Can I keep my own number while I travel?Yes. On a dual SIM phone, keep your home line switched on for calls and texts, choose your travel eSIM for mobile data, and turn off data roaming on your home line to avoid data roaming charges from your own carrier.
- Can I use the same eSIM in several places?Each plan covers the destination named on it. For a trip to several destinations, buy one plan for each. Your phone can store several eSIMs, and you choose which line carries your data as you move on.
Installing your eSIM
- When should I install my eSIM?Your eSIM validity starts when it first connects to a supported network. Installing the eSIM does not start the countdown.
- How to install your eSIM on iPhoneOpen Settings > Cellular (Mobile Data on some iPhones), tap Set Up Cellular or Add eSIM, then Use QR Code, and scan the code on your order page. You can also enter the SM-DP+ address and activation code by hand. No app is needed.
- How to install your eSIM on AndroidOn a Pixel, open Settings > Network & internet > SIMs > Add SIM > Set up an eSIM. On a Samsung Galaxy, open Settings > Connections > SIM manager > Add eSIM > Scan QR code. Then scan the code on your order page. No app is needed.
- What happens if I delete my eSIM?Usually, a deleted eSIM cannot be installed again from the same QR code, so keep it installed until your trip is over. To put it out of the way, turn the line off instead. If you deleted it by accident, contact us.
Getting connected
- My eSIM is installed but not connectingCheck that the eSIM line is on and chosen for mobile data, set data roaming as your setup guide says, make sure you are at your destination, and restart. If it still does not connect, contact us with your order number and a screenshot.
- Will my usual apps work in China?Many foreign services, including Google, WhatsApp, Instagram, Facebook, X and YouTube, are blocked on mainland Chinese networks, while WeChat and Alipay are widely used. Each China plan page says how the plan connects before you pay.
- Can I share my data with a hotspot?It depends on the plan. The Sharing row on each plan page says whether hotspot use is included. If it is, turn on Personal Hotspot on iPhone or the Wi-Fi hotspot on Android; devices that join use your plan's data.
Orders and payments
- Where can I find my order?After payment we email you a private link to your order page, which has your QR code and setup guide. If you cannot find the email, check your spam folder or use Find my eSIM to have the link sent to your checkout email again.
- How do refunds work?You get a full refund if your eSIM does not work and we cannot fix it. There is no refund for a working eSIM you no longer need. To ask, contact us with your order number. Refunds go back to your original payment method.
- Where is my receipt?We email a receipt after payment, and you can open it again from View receipt on your private order page. If you need business details on an invoice, contact us with your order number.
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