Help & FAQ

What is an eSIM?

An eSIM is a SIM card built into your phone. Instead of putting in a plastic card, you install a data plan digitally. With SIMNOVA you buy a plan for your destination, install it in a minute, and connect the moment you land — no roaming charges, no hunting for a SIM at the airport.

Will my phone work with an eSIM?

Your phone needs two things:

• It must support eSIM. Most recent iPhones (iPhone XS and later) and many recent Android phones do. On iOS you can check under Settings → General → About → Available SIM; on Android, look for "Add eSIM" or "Download a SIM" under your mobile network settings.
• It must be carrier-unlocked — not tied to a single network.

The app checks compatibility where it can, but it is worth confirming before you buy.

How do I buy an eSIM?

Open the Store tab, pick your destination, choose the amount of data and the number of days, and pay. You will need to be signed in with a verified email. Once payment goes through, your eSIM is prepared and appears under My eSIMs.

My new eSIM says "Pending" — is something wrong?

No. After you pay, your eSIM is requested from the network operator, which takes a short while. It shows as Pending until it is ready, then moves to Ready to install. We will notify you when it is ready, so you do not have to keep checking.

How do I install my eSIM?

Open My eSIMs, tap your eSIM, and once it is ready you have three options:

• One tap — tap Install eSIM and your phone's setup screen opens with the details filled in. This is the easiest way.
• QR code — scan the QR code shown in the app with another device, or from your phone's "Add eSIM" screen.
• Manually — enter the SM-DP+ address and activation code shown in the app.

How do I start using my data?

After installing, when you arrive at your destination:

• Make sure the eSIM you installed is turned on for mobile data. In your phone's settings it may be labelled with your plan name or the local network rather than "SIMNOVA".
• Turn on data roaming for that line — this is normal for a travel eSIM and does not incur roaming charges; it simply lets the eSIM connect to the local network.
• Turn off mobile data on your home SIM so your phone does not use it by mistake.

My eSIM won't connect — what should I check?

• Confirm you have arrived in the destination the plan covers, and that it has started.
• Check that the eSIM you installed is enabled and set as your mobile data line.
• Make sure data roaming is on for that eSIM.
• Try setting network selection to Automatic, or manually pick a supported network in your phone's carrier settings.
• Toggle Airplane mode on and off, or restart the phone.
• Check you still have data remaining and that the plan has not expired.

If it still won't connect after that, contact support with your eSIM details and we'll help.

When does my plan start, and when does it expire?

A plan's validity begins when the eSIM first connects to a network in your destination, and runs for the number of days shown on the plan. Data is used until either your data allowance or your days run out, whichever comes first. Each plan's exact terms are shown before you buy.

Can I make calls and send texts?

SIMNOVA plans are for data. You can still call and message over the internet using apps like WhatsApp, FaceTime, or Messenger. Unless a plan says otherwise, it does not include a local phone number or standard calls and SMS.

Can I get a refund?

An eSIM that you have not installed or activated may be eligible for a refund — contact support. Once an eSIM has been installed, activated, or used, the sale is final. See our Terms & Conditions for the details.

How do I delete my account?

Go to Account → Edit profile → Delete account. This signs you out and removes your personal information. It cannot be undone.

Still need help?

Email support@getsimnova.com with your account email and, if it's about a specific eSIM, its ICCID (shown on the eSIM's detail screen). We'll get back to you as soon as we can.