FAQ ❓

Frequently Asked Questions and Help

How can I use the eSIM service?

Using eSIM is a breeze on both iOS and Android devices. Here’s what you need to know (prerequisites):

Platform	Requirements & Compatibility
Apple (iOS) Users	✅ Ensure your iPhone is running iOS 12.1 or later.
	✅ Most iPhones from the XR, XS, 11 and newer models support eSIM. 🚫 Excluding iPhones sold in mainland China, Hong Kong, and Macao 💡 Quick way to check - Dial *️⃣#️⃣0️⃣6️⃣#️⃣ - You should see an EID (Embedded Identity Document) - This typically means your device is eSIM compatible. However, this is not an indicator if the device is network locked.
	✅ Your iPhone must be unlocked. If purchased with a contract, it may be locked to a carrier (e.g., Telstra, Optus, Vodafone).
	📞 Contact your carrier (eg Telstra, Vodafone, Optus) for unlocking options if necessary.
Android Users	✅ eSIM is supported on many Android devices, including Samsung Galaxy and Google Pixel models.
	✅ To confirm eSIM compatibility, check your device’s settings or visit the manufacturer’s website. ⚠️ Please note - phones from certain countries may have certain firmware/software or hardware variances that may prevent eSIMs from working.  💡 Quick way to check - Dial *️⃣#️⃣0️⃣6️⃣#️⃣ - You should see an EID (Embedded Identity Document) - This typically means your device is eSIM compatible. However, this is not an indicator if the device is network locked.
	📞 Your phone must be unlocked. If purchased with a contract, it may be locked to a carrier (e.g., Telstra, Optus, Vodafone).

 

⏬ COMMON QUESTIONS

Question ❓	Answer ✔️
Are voice calls and SMS included?	In short - No. At this time, our service focuses exclusively on providing data only (internet access). Unfortunately, voice calls and SMS are not included. As an alternate, you can use services such as Facebook Messenger, Viber, WhatsApp, iMessage, etc.
What is a data-only eSIM?	A data-only eSIM provides cellular data (internet) access without voice or SMS services. It’s designed for devices like smartphones, tablets, laptops, or data-only hotspots that don’t require traditional calling or texting. This type of eSIM allows users to connect to mobile networks for internet and app access, typically offering flexibility in choosing or switching data plans without a physical SIM card.
How do I check if my phone or device is compatible?	⚡Fastest way to check - dial *#06# - You should see an EID. No EID generally means the device is not compatible with eSIM technology. You can also check your phone's user manual or our compatibility guide.
Is there a security advantage to using an eSIM compared to Wi-Fi?	Using a travel data eSIM is generally more secure than public Wi-Fi because eSIM data is encrypted end-to-end by mobile carriers, reducing risks of interception and spoofing. Public Wi-Fi often lacks robust security, making it vulnerable to attacks and malware. eSIM provides network isolation and consistent security updates, whereas public Wi-Fi can potentially expose you to various cyber threats. For added security, use a VPN.
Should I switch on Data Roaming when using eSIM? (When you land at your destination)	Yes, please ensure that Data Roaming is turned ON 🔛 for the airsims eSIM. You can do this by going to "Settings" > "Cellular" and enabling "Data Roaming." Don’t forget to turn it off when you’re done/end of your trip.
eSIM installed - but not auto connecting when overseas or stuck	✈️ Turn airplane mode ON for around 10 seconds and OFF (this can help reset the interface)  🔛 eSIM roaming is ON  🔃 Reboot the phone  ☑️✅ Try to manually select network -> https://airsims.com.au/pages/accepting-esim  ⚠️ Last resort - Connect to Wi-Fi 1st. Delete the eSIM and Re-scan the QR code. Must be on the same device only (technical and security limitation) Reach out to us via chat or contact page
"Unable to Activate eSIM" Error on iPhone or iPad (iOS)	Sometimes, an eSIM can or might get stuck when activating on an iOS device. This usually happens if you've installed the eSIM but haven't yet arrived in your destination country or region. Normal operation. ➡️Detailed article here.
How to remove the eSIM data plan after use?	You can easily remove the eSIM data plan using your phone’s built-in delete eSIM function.
How Do I Get My eSIM After Payment? or My eSIM has not arrived 📧	Once your payment is complete, you’ll get an email with your QR code shortly. If you don’t see it within 5 minutes, please check your spam or junk folder - sometimes emails end up there. Also check alternate emails - some people inadvertently purchase using a different email. In rare cases, it might take up to 12 hours due to carrier processing. If you have any concerns, feel free to reach out!
How is the validity period of the plan calculated? 🛬	The validity period for some data plans may start from your eSIM’s first connection (typically upon landing or crossing into the border of your destination country). We’ll include this information in the package details.
How to check the balance of remaining data?	For most packages, you can check your data usage in the order details (QR code) email. Alternatively, you can go to [Settings - Cellular] on your iPhone to see how much cellular data you’ve used.
Can I have multiple phones scan the same QR code?	No, the QR code can only be scanned by one device. However, the same device can rescan the QR code if needed.
If I lost my eSIM QR code, what can I do?	Please check your email - including spam and junk mail first. Also check your deleted folder or other folders as user can accidentally delete emails. If you can’t find it, feel free to contact us for assistance.
Will my physical/home SIM still work while eSIM is installed?	Yes, your physical SIM will continue to work. We recommend turning off data roaming and enabling "WiFi Calling" for the best experience.
When Should I Buy the Data eSIM?	To make sure everything goes smoothly, it’s a good idea to purchase your data eSIM about a week or two before you leave your home country. This way, you’ll be prepared even if your travel plans change unexpectedly. Be sure to check the expiry date so you don’t purchase too early.
When Should I Scan the eSIM QR Code?	Almost anytime - However, we suggest scanning the QR code 2-3 days before you leave your home country. If you forget to scan it before you leave, don’t worry—you can still do it once you arrive at your destination. Just make sure you’re connected to Wi-Fi (like at the airport or hotel) when you scan the QR code.
Do you have network coverage maps? 📶🗺️	In short no. Coverage is based upon host country's network infrastructure. Here is a link to a 🔗 3rd party network website that can assist give you a rough idea. We are not affiliated with this website and cannot guarantee accuracy.
Why should I use AirSims.com.au?	We offer value and honest recommendations. Run by real IT and Comms people - we know the technology and the workings. Real pricing - no tricks (many competitors artificially bumping up the price and lowering/fake discounting). Genuine satisfaction and money back guarantee. We are actually humans behind the scenes serving you. Check us out.
⚠️🛜 Cellular Hotspot not working in Japan 🇯🇵	1. Manually set the APN (Access Point Name) on your eSIM to 'vmobile.jp' (without quotes) 2. Turn off/disable automatic network detection 3. Select NTT Docomo or IIJ 4. (Optional) reboot your phone/tablet. More information on the blog or eSIM setup page
If I apply for a refund - how long does it take?	After we validate the refund (ensure it isn't a scam - to protect us and our customers) - we initiate the refund process immediately during business hours. Due to the typical nature of payment systems and credit card providers this can take 2-3 business days after we initiate the refund process - this is outside of our control.
What are your business hours?	📅 Help Desk Hours: 🕘 9:00 AM – 10:30 PM AEST (Melbourne/Sydney time) 💬 Contact Us or chat bubble at the bottom right had corner 📅 eSIM Purchasing Hours: 🕘 24 Hours x 7 Days a week (Electronic and Automated)
Phones purchased in USA or Canada? Possible connectivity issues in Asia, Europe and Australia	North American cellular networks work on different frequencies. Not all phones from USA and Canada may work globally. Here is some detailed information.

 

⏬ POPULAR TIPS, TRICKS and ADVICE

In what scenarios can eSIM service be used?

eSIM is super versatile and can be used in a variety of ways, including:

Scenario	Description
Traveling Abroad 🌏	Add a local data plan to stay connected while traveling outside your country or region, reducing costs.
Separate Data and Voice	Use eSIM for data needs while keeping your regular voice line separate. eg keeping your work SIM and your own data eSIM separate

 

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How to Set up eSIM for iOS?

1. Purchase the eSIM data plan on our website.
2. Receive the eSIM QR code by email.
3. Set up your eSIM profile as follows:
• Go to your device [Settings] > [Cellular or Mobile Data] > [Add Cellular Plan].
• Scan the QR code provided by email.
• Tap [Add Cellular Plan].
• Choose [Secondary] Label and change the name to "eSIM."
• Select the option for "Use eSIM for cellular data only" and tap [Continue].
• Select the option for ‘Use Primary as the preferred line’ and tap [Done].
• Check if the APN Name matches with the eSIM order: Tap on eSIM > [Cellular Data Network] > [APN].

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Will my eSIM work in-flight or at sea?

No. eSIMs don't work in the middle of the ocean (cruise ship) or in-flight (airplanes) due to the reliance on specific types of networks.

Scenario	Explanation
Cruise Ships/Ships	eSIMs connect to terrestrial cellular networks, which are not available at sea. Cruise ships typically use satellite communications or maritime networks for internet access. If the ship’s satellite or maritime system doesn’t support eSIMs or doesn’t provide connectivity, eSIMs won’t function.
Airplanes	In-flight connectivity often relies on satellite or air-to-ground systems rather than traditional cellular networks. eSIMs are designed for cellular network use, so they can't connect to these specialized in-flight systems unless the plane’s connectivity service specifically supports them.
General Information	In both cases, specialized communication systems are needed to provide connectivity, and these systems may not be compatible with eSIMs.

 

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How to Set up eSIM for Android?

Getting your eSIM set up on your Android device is easy! Just follow these steps:

1. Purchase Your eSIM: Start by buying the eSIM data plan on our website.
2. Check Your Email: You’ll receive an email with your eSIM QR code.
3. Set Up Your eSIM Profile:
   • Go to Settings > Network & Internet > Mobile Network on your device.
   • Tap Download a SIM instead? > Download your SIM > Tap Next.
   • Scan the QR code you received by email.
   • Tap Download and then Done.
4. Verify Your APN Settings: Make sure the APN Name matches the eSIM order:
   • Tap eSIM, then Advanced > Access Point Names > APN.

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How fast is the network speed? ⏱️

Speeds and service levels are based on the host country's infrastructure. Below is the list of technologies and avg. speeds.  

📶 Network Technology	⏱️ Average Speed	Description
5G Service	~10Mbps to 250Mbps	Lightning-fast speeds and enhanced performance where available. Offers cutting-edge technology and future-proof connectivity in areas with local support.
4G/LTE Service	~5Mbps to 100Mbps	Reliable, high-speed internet with broad coverage, expanding to more regions globally. Keeps you connected wherever you go.
3G Service	~7Mbps	Reliable option for basic tasks like browsing and messaging. Widely available, even in remote areas, and remains important in some developing regions.

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How to use dual SIM on iPhone and set up your cellular plan with eSIM?

• Using Dual SIM on your iPhone gives you the flexibility to manage separate voice/SMS and data plans. Right now, our eSIM platform supports cellular data only. Here’s a quick guide to set it up:

  1. Add Your eSIM: Scan the QR code we provide to add the eSIM.
  2. Label Your eSIM: Go to the "Cellular Plan Labels" page and name your eSIM "Secondary."
  3. Set Up Cellular Data: Next, visit the "Default Line" page and select "Use [Secondary] for cellular data only."
  4. Confirm: You might see a pop-up saying "Uncertified Cellular Plan"—just click "OK."

  If you have more questions about Dual SIM, you can find detailed information on Apple's official support page: Apple Dual SIM Support.

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Why doesn't AirSims.com.au sell a fully unlimited daily high-speed plan? ♾️

• eSIM roaming data is not always truly unlimited. Many local providers impose data caps or throttle speeds to manage network congestion. When "unlimited" is advertised, it often means high-speed data is capped after a certain amount. At airsims.com.au, we provide clear details on the daily high-speed data allowance (e.g., 500MB, 1GB, 1.5GB, or 2GB, depending on the host country) so you know exactly what to expect. This transparency helps eliminate confusion around hidden limits and potential slowdowns, and we never charge you extra. Beware of providers that don't list daily caps or hide it in a pile of long terms and conditions, very dodgy. 

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What are some examples of web-messaging apps and services?

Here are some popular web-messaging apps and services:

Web-Messaging App	Description
WhatsApp Web	Access your WhatsApp messages from a web browser or app.
Facebook Messenger	Web version for chatting through Facebook.
Slack	Collaboration tool with robust messaging features, accessible via web.
Microsoft Teams	Messaging and collaboration tools available through a web interface.
Google Chat	Part of Google Workspace, available via web for team messaging.
Telegram Web	Web version of the Telegram app for cross-platform messaging.
Signal Web	Web client for Signal, focused on secure messaging.
Discord	Platform for chat and voice communication, with a web version for communities and gaming groups.
Skype Web	Web version that allows you to make calls and send messages directly from your browser. (Skype Retired 5th May 2025. Microsoft Teams has taken over)
iMessage (Apple only)	Apple’s messaging service, accessible on Mac computers via the Messages app or through iCloud on web.

 

These Messaging App services offer varying features from simple text messaging to advanced collaboration tools.

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DATA USAGE

Question	Answer
What Happens When I Run Out of Data and What Should I Do? (For Non-Unlimited Plans)	When your data runs out, your internet connection will pause. To keep things running smoothly, we suggest checking your data usage regularly. If you find yourself needing more data, you can easily purchase additional data at airsims.com.au. If you have any questions or need help, feel free to reach out to us!
What Happens When I Run Out of High-speed Data and What Should I Do? (For Unlimited Plans) ♾️	If you use up your high-speed data on an unlimited plan, you’ll still be online, but your connection might slow down. Depending on where you are, speeds could drop to between 128 Kbps and 3 Mbps (based on the host nation's network). To keep things running smoothly, we suggest keeping an eye on your data usage. There are no overuse fees.

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Do you offer a money back guarantee?

Yes, we do offer a money-back guarantee. If you're not satisfied with our service, please let us know, and we'll ensure you get a refund. 💡 Please note, refunds will be issued to the original payment method (e.g., the credit card or PayPal account originally used) to maintain payment integrity and protect our customers. 🔒💰

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💸 How do you keep your prices so reasonable?

Efficient Technology: We use advanced technology and streamlined processes to minimize overhead costs, enabling us to offer competitive prices and pass those savings directly to you.

Bulk Partnerships: Our bulk deals with network providers help us secure favourable rates, which we translate into lower prices for our customers.

Organic Advertising: Happy customers spread the word, creating a network of referrals with minimal direct spending on advertisements - which means genuine savings passed on to our customers.

Integrity: We don’t pay for or incentivize reviews because we value honest, unbiased feedback. Our priority is hearing your genuine experience, not influencing it. Authentic reviews help us improve and serve you better. By not offering financial incentives (like discounts or freebies) for reviews, we keep our costs low - and pass those savings directly to you, our customers.