Help Center

Find answers to common questions about purchasing, installing, and using your Load My SIM eSIM. Whether you’re getting connected for the first time or managing your balance, we’re here to help.

Getting Started

What is Load My SIM?

Load My SIM is a prepaid international eSIM data service. You purchase credit, install your eSIM once, and use your balance for mobile data in supported countries and regions. As you travel, you can keep the same eSIM installed and add more credit whenever you need it.

How does prepaid credit work?

You add money to your Load My SIM balance before using data. As you use mobile data, the cost is deducted from your balance based on the rate for the country or region you’re connected in. You can add more credit whenever you need it, and you don’t have to purchase a new eSIM each time you travel.

How do I get started?

Choose your destination to view the available data rate, then select the amount of prepaid credit you’d like to purchase. Complete checkout, and we’ll email your eSIM installation instructions. Install the eSIM on your compatible, unlocked device, then enable it for mobile data when you’re ready to connect. You can manage your balance and add more credit through My eSIM.

Is there an activation fee?

Yes. Your first purchase includes a one-time $5 eSIM activation fee in addition to the prepaid credit you select. This covers the initial eSIM setup. You do not pay the activation fee again when adding credit to your existing eSIM.

Do I need to buy a new eSIM for every country?

No. Load My SIM is designed around one reusable eSIM. You can keep it installed as you travel between supported destinations and use your prepaid balance at the applicable local data rate. You only need to add more credit when your balance runs low.

Pricing & Prepaid Credit

How much does mobile data cost?

Data rates vary by destination. Search for your country on the homepage to view the available rate before purchasing. Your prepaid balance is deducted according to the rate for the country or region where you use data.

Does my prepaid credit expire?

Your Load My SIM credit is designed to remain available for future travel rather than being tied to a short-term trip package. However, eSIM service availability and account terms may be subject to applicable provider and service policies. Please review our Terms & Conditions for the current details.

Can I add more credit whenever I want?

Yes. You can manually reload your existing eSIM through My eSIM. Your new credit is added to your existing balance, so you do not need to reinstall the eSIM or purchase another activation.

What happens when my balance runs low?

When your balance drops below $10, Load My SIM sends a low-credit notification to the email address associated with your account. You can add more credit manually or use Auto-Reload if you have enabled it.

Installation & Device Compatibility

What is an eSIM?

An eSIM is a digital SIM built into compatible phones and other devices. Instead of inserting a physical SIM card, you install a mobile plan digitally using a QR code, direct installation link, or manual activation details.

Is my phone compatible with Load My SIM?

Your device must support eSIM technology and be carrier-unlocked. Many newer iPhone, Samsung Galaxy, Google Pixel, and other smartphones support eSIM, but compatibility varies by model and region. Check your device settings or contact your carrier if you’re unsure.

How do I know if my phone is unlocked?

On an iPhone, go to Settings → General → About and look for Carrier Lock. If it says “No SIM restrictions,” your iPhone is unlocked. On Android, the process varies by manufacturer and carrier. You can contact your current carrier to confirm whether your device is unlocked.

How do I install my eSIM?

After your purchase is completed, you’ll receive an email containing your installation instructions. Depending on your device, you can use the QR code, the supported direct installation link, or the manual SM-DP+ address and activation code. Follow your phone’s on-screen instructions to add the eSIM.

When should I install my eSIM?

You can install your eSIM before traveling while you have a reliable Wi-Fi connection. Once installed, keep it on your device and enable it for mobile data when you’re ready to use the service. Installing the eSIM and using mobile data are separate steps.

Can I install the same eSIM on two phones?

No. An eSIM installation is intended for one compatible device. You should choose the phone you plan to use before installing it. Do not delete or attempt to transfer the eSIM to another device without contacting support, because reinstalling or transferring may not be supported.

Can I delete my eSIM and reinstall it later?

Do not delete your Load My SIM eSIM unless support instructs you to do so. Deleting an eSIM from your phone may prevent you from reinstalling the same profile. If you’re having connection issues, contact support before removing it.

Using Your Phone & Mobile Data

Will Load My SIM replace my regular phone number?

No. Load My SIM is a data-only service and does not provide a traditional phone number for cellular calls or SMS. Your regular SIM can remain active for your existing phone number, calls, and text messages, while Load My SIM provides mobile data.

Which SIM should I use for mobile data?

In your phone’s cellular or SIM settings, select Load My SIM as the line used for mobile data. You can generally keep your regular SIM selected for calls and messages. The exact settings vary by device, and your regular carrier may still charge for calls, texts, or roaming services.

Can I use WhatsApp, FaceTime, or other messaging apps?

Yes. Apps that use an internet connection, such as WhatsApp, FaceTime, iMessage, and other messaging services, can generally work over Load My SIM mobile data. Your existing phone number and app accounts can remain associated with your regular SIM, although some services may require verification or have their own requirements.

Can I use my regular SIM and Load My SIM at the same time?

Many dual-SIM devices allow you to keep your regular SIM active while using Load My SIM for data. This lets you maintain your existing number while traveling. Your phone’s capabilities and carrier settings determine exactly how the two lines can be used together.

Do I need to turn on data roaming?

Depending on the destination and network, you may need to enable Data Roaming for the Load My SIM eSIM. This allows the eSIM to connect to supported partner networks. Make sure you’re enabling roaming for the Load My SIM line, not unintentionally enabling roaming on your regular carrier’s line.

My eSIM & Auto-Reload

What is My eSIM?

My eSIM is your customer dashboard for accessing your existing eSIM, checking your prepaid balance, viewing relevant account information, and adding more credit. You can return to it whenever you need to manage your service.

How do I access My eSIM if I lose my original email?

Visit My eSIM and use the email recovery option associated with your purchase. Load My SIM can send a secure access link to your email address so you can regain access without needing to remember a password.

What is Auto-Reload?

Auto-Reload is an optional feature that automatically adds your selected amount of prepaid credit when your balance drops below the configured threshold. It helps prevent your balance from running out while you’re using mobile data.

When does Auto-Reload charge my card?

Auto-Reload is triggered when your balance falls below $10, provided the feature is enabled and your payment method is ready. The selected reload amount is charged to your saved payment method and added to your balance after successful payment processing.

Can I turn Auto-Reload off?

Yes. Auto-Reload is optional, and you can manage or disable it through My eSIM. You can continue adding credit manually whenever you prefer.

What happens if an Auto-Reload payment fails?

If your payment cannot be completed, the reload credit is not added. Load My SIM may send an email asking you to complete or update the payment. You can return to My eSIM to resolve the payment issue or manually reload your balance.

Troubleshooting

My eSIM is installed, but I have no internet. What should I do?

First, make sure Load My SIM is selected as your mobile data line and that cellular data is enabled. Check whether Data Roaming needs to be enabled for the Load My SIM line. You can also try toggling Airplane Mode, restarting your phone, or allowing a few minutes for the device to register on a supported network. If the issue continues, contact support with your device model, destination, and a description of the problem.

My QR code isn’t working. What should I do?

Make sure your device supports eSIM and is carrier-unlocked. If you’re scanning the QR code from the same phone you’re installing it on, try using the direct installation link or manual activation details provided in your email. Do not repeatedly delete and reinstall an existing eSIM. Contact support if the activation fails.

I didn’t receive my installation email.

Check your spam, junk, and promotions folders, and confirm that you’re checking the email address used at checkout. If you still cannot find the message, contact support with your order information so we can help locate your purchase and resend the installation instructions.

My data seems slow. Is something wrong?

Mobile data speeds depend on the local network, signal strength, network congestion, device compatibility, and destination coverage. Try moving to an area with better reception or restarting your connection. If speeds remain unusually slow, contact support with your location, device model, and any speed-test results.

Can I get help before deleting or changing my eSIM settings?

Yes. If you’re unsure about an installation step or are experiencing a connection issue, contact support before deleting the eSIM or making major changes. This is especially important because an eSIM profile may not be transferable or reinstallable after removal.

Orders, Refunds & Support

What if my payment succeeds but I don’t receive an eSIM?

Contact support with your order email and payment information. We’ll investigate the order and fulfillment status. If the eSIM could not be delivered or provisioned successfully, we’ll work to resolve the issue or handle the payment according to our Refund Policy.

Can I get a refund?

Refund eligibility depends on the status of your order, whether the eSIM was successfully delivered, and whether prepaid credit has been used. Please review our Refund Policy for the applicable conditions and contact support if you believe your order qualifies.

How do I contact Load My SIM support?

Use the support contact information provided on our website or in your order email. Include your order email, device model, destination, and a description of the issue so we can assist you as efficiently as possible.