FAQ

Before you buy

What to check before choosing a Zepliner eSIM for your trip.

What is an eSIM?

An eSIM is a digital SIM built into your device. It lets you activate a mobile data plan without inserting a physical SIM card.

Is my device compatible?

Your device must support eSIM and be carrier-unlocked. Check your device settings, the manufacturer's documentation, or our device compatibility page before purchasing.

Does a Zepliner eSIM include calls, SMS, or a phone number?

No. Zepliner eSIMs are data-only and do not include a phone number, standard calls, or SMS. You can still use internet-based apps such as WhatsApp, FaceTime, and Zoom.

Can I keep my regular SIM active?

Yes, if your device supports Dual SIM. You can use Zepliner for mobile data while keeping your regular SIM available for calls and SMS. Your home carrier may charge for those services while you are abroad.

How do I choose the right package?

Choose the country or territory you are visiting, then compare the available data amounts and validity periods. Review the package details on the Products page before completing your purchase.

Setup and activation

Prepare your eSIM before departure and connect when you need it.

What happens after I pay?

Your eSIM appears in the Zepliner app after your payment is confirmed. Open the eSIM details and follow the installation instructions shown in the app.

Why do I need to sign in?

Signing in links the eSIM to your Zepliner account. This keeps your purchases and installation details together and makes it easier to access support.

Do I need internet access to install the eSIM?

Yes. Installing an eSIM requires an internet connection. Use a stable Wi-Fi network and avoid closing the app or restarting your device during installation.

When should I install and activate my eSIM?

Install your eSIM before departure while you have a reliable Wi-Fi connection. At your destination, select the Zepliner line for mobile data and complete the activation steps shown in the app.

How do I install the eSIM?

Open the Zepliner app and follow the installation flow for your device. For detailed instructions, see the iPhone guide or Android guide.

During your trip

Practical answers for staying connected and getting help abroad.

Do I need to turn on data roaming?

Yes. Data roaming must be ON for the Zepliner eSIM line. Keep data roaming OFF on your regular SIM unless you intend to use your home carrier's roaming service.

Can I use my regular SIM for calls and SMS?

Yes, if your device supports Dual SIM. Keep Zepliner selected for mobile data and your regular SIM selected for calls or SMS. Charges from your home carrier may apply.

What happens when my data or validity period ends?

Zepliner does not currently offer data top-ups. When your package ends, you can purchase a new eSIM package from the Products page.

What should I check if mobile data is not working?

Make sure the Zepliner line is enabled and selected for mobile data, then confirm that data roaming is on for that line. Toggle airplane mode, restart your device, and contact support if the issue continues.

Can I delete and reinstall the eSIM?

Do not delete the eSIM until your trip is complete. A deleted eSIM may not be available for reinstallation. If you are unsure, contact support before removing it from your device.

Do you offer refunds?

Refund eligibility depends on the status and usage of your eSIM. Review our Refund Policy, or contact support with your order details.