"},"name":"My eSIM is not working"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
You'll be able to install the eSIM on your phone before you go, by scanning the QR code from your email.
The next steps all happen after you land, as these eSIMs can't complete activation until they have a local network to connect to.
⚠️ If you install your eSIM while still at home, it might try to activate automatically; but there's no need to worry! It will display an "activating" status for a short time, and then give an error message. All you need to do at this point is switch it off.
Make sure to leave your eSIM toggled to "off" in your SIM manager until you arrive.
If you're not using the eSIM immediately, keep it either uninstalled in your email or installed but deactivated in your device until needed.
Please note:
You'll need a stable WiFi or Data connection to install your eSIM .
Make sure it's turned on and Data Roaming is enabled to activate it.
Our eSIMs need to be activated within 180 days after purchase.
"},"name":"When should I install my eSIM?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Check out our step-by-step video tutorials on installing your eSIM below
Open the Settings app on your device. Select "Cellular" or "Mobile Data."
Tap on "Add Cellular Plan" or "Add Data Plan" or "Add eSIM."
Select “Use QR Code”
Select “Enter Details Manually”
Manually enter the ‘SM-DP+ Server’ and ‘Activation Code’ and Confirmation Code (if given, leave blank otherwise). Click ‘Next’ and continue setting up your eSIM.
Select your new eSIM and rename it “Simify.”
Select Primary as your Default line and tap "Continue."
Setting your “Default Line” as “Primary” will allow you to receive texts to your home number for free however answering calls and making calls/texts may incur roaming fees. Learn more
Select Primary as your line for iMessage & FaceTime and tap "Continue."
Choose the “Simify” as your default for Cellular/Mobile Data. Ensure “Allow Mobile Data Switching” is turned OFF to prevent charges on your other line.
Installation Option 2 - QR Code Installation
Open the Settings app on your device. Select "Cellular" or "Mobile Data."
Tap on "Add Cellular Plan" or "Add Data Plan" or "Add eSIM."
Select “Use QR Code.”
Scan the QR Code from your eSIM email and continue.
Select your new eSIM and rename it “Simify.”
Select Primary as your Default line and tap “Continue.”
Setting your “Default Line” as “Primary” will allow you to receive texts to your home number for free however answering calls and making calls/texts may incur roaming fees. Learn more
Select “Primary” as your line for iMessage & FaceTime and tap “Continue.”
Choose the “Simify” as your default for Cellular/Mobile Data. Ensure “Allow Mobile Data Switching” is turned OFF to prevent charges on your other line.
You have successfully installed your eSIM. You must now be overseas to activate and start using it.
⚠️ If you install your eSIM while still at home, it might try to activate automatically; but there's no need to worry! It will display an "activating" status for a short time, and then give an error message. All you need to do at this point is switch it off and wait till you arrive at your destination ✈️
Activating your eSIM
Ensure you are physically in a country where the eSIM works.
Open the Settings app on your device. Select "Cellular" or "Mobile Data."
Select your “Simify” eSIM.
Toggle on “Turn on this Line” if it’s not on and make sure “Data Roaming” is on.
Go “Mobile Data” and ensure “Simify” is selected and “Mobile Data Switching” is toggled off.
Restart your device to ensure it has activated properly!
If after 15 minutes, you are not connected to a local network and the internet is not working, refer to our troubleshooting guide.
"},"name":"How do I set up an eSIM on an iOS/Apple device?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Your device may ask for a confirmation code when installing your eSIM but it is optional.
If you eSIM requires a confirmation code, you will be able to find it in your eSIM email under the QR code along with other details about your eSIM
"},"name":"What is my eSIM confirmation code?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
All of our eSIMs are data-only. You can see this info on the plan details page 👇
Making calls to friends and family for free while overseas
You can utilise apps such as WhatsApp, FaceTime, iMessage, and other social media platforms for free with an internet connection from our eSIM to stay in touch with friends and family. This is the most common method of avoiding roaming fees.
Keeping your home number
You can retain your home number by using your eSIM for data and your home SIM to make/receive calls and texts. However, keep in mind that making calls and texts while overseas from your home SIM can incur roaming fees. Check with your home provider.
Most travellers use this setup because it allows you to receive texts for free and one-time passwords for banking and account logins.
You also retain your home number, allowing friends and family to text/call you for emergencies.
For more details on how to use this setup, go here.
Making calls to businesses and international numbers while overseas
To call local or international landlines or mobile phones, you can use VOIP services like Viber. You will need to purchase a small amount of credit and have an internet connection with our eSIM.
This will allow you to call any number over the Internet, including local businesses, international numbers, and your home contacts, without roaming fees from your home SIM provider.
"},"name":"How do I make calls and texts without roaming fees?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
We don't have a phone line for customer support. ☎️
Don't worry, though; the best way to reach us is via Live Chat 💬 on our website. 😊
"},"name":"Do you have a phone number I can call?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
"},"name":"When should I buy my eSIM?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
You can keep your home number active for calls and texts abroad by using your home SIM alongside our eSIM for data.
📱 In your settings, designate your home SIM or eSIM for calls/texts and your travel eSIM for data use.
Apple
1. Ensure you have your "Primary" or home SIM selected under "Default Voice Line" 2. Check you have your Simify eSIM selected for "Mobile Data" and that the Data Roaming for that eSIM is switched on 3. You can leave both your "Primary" or home SIM and your Simify eSIM switched on (but double check your Primary SIM had it's Data Roaming turned OFF)
📱 Settings > Mobile/Cellular:
Optional: if you find your home SIM is interfering with your SImify eSIM, you might need to switch it off, and only turn it on briefly when you need to receive an SMS or call to your home number
Android
1. Ensure you have your home SIM selected for "Calls" and "Messages" 2. Check you have your Simify eSIM selected for "Mobile Data" and that your Data Roaming is switched on 3. You can leave both your "Primary" or home SIM and your Simify eSIM switched on.
📱 Settings > Connections > SIM Manager:
Optional: if you find your home SIM is interfering with your SImify eSIM, you might need to switch it off, and only turn it on briefly when you need to receive an SMS or call to your home number
Beware of potential roaming charges for outgoing and inbound calls and outbound texts; incoming texts are usually free. Best to check with your home provider 🧐
This setup is ideal for emergencies or receiving one-time passwords but is not recommended for making outbound calls locally or internationally - as there may be roaming charges.
Can I forward calls from my home number?
Tech-savvy users interested in receiving calls to their home number for free while overseas should consider purchasing a virtual number. This number operates as a VOIP service, allowing you to forward calls from your home number to this new virtual number.
An active internet connection is required for this setup to function, making a travel eSIM an essential component. Services like Google offer these virtual numbers, facilitating seamless communication while you're abroad.
This is a complicated setup and is not recommended for most travellers.
How do I make/receive calls/texts without roaming charges?
You can learn how to make international or local calls without roaming charges here.
"},"name":"How do I keep my home number for calls and texts while overseas?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Your eSIM is usually emailed to you within a few minutes after placing your order. 📩
Sometimes, your instructions, along with your QR code and activation details, may land in your spam or junk folder so please be sure to check there first.
If you still can’t find it, no worries! We can manually resend it for you. 👍
To help us locate your order quickly, please provide:
Your order number
Or if you can’t find that, your confirmation number
Or the email address used to make the purchase
👉 For urgent help and to have your eSIM email resent ASAP, click here and follow the prompts to get prioritized by our technical team.
"},"name":"My eSIM has not been delivered. I have not received my eSIM email. When should I receive it?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Welcome to the magic of eSIM!
It can be a little daunting doing something new for the first time (especially if you are not super tech savvy!).
Don't be afraid, we have plenty of guides inside the helpcentre to get you all set up, and if you cannot figure it out. Our technical support team can assist via email or live chat no matter where you are.
You can find the installation and activation guide for Android here.
(Video guides coming soon!)
"},"name":"Getting Started - How do I install and activate my eSIM?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
How to Use iMessage While Travelling with a Simify eSIM
Planning to use iMessage while you travel? Good news — it’s free to use and works anywhere you’ve got WiFi or mobile data. But if your settings aren’t quite right, you could run into issues like messages not sending — or worse, getting hit with unwanted SMS charges.
In this guide, we’ll walk you through how to use iMessage with your Simify eSIM so you can message freely while abroad — without the stress or surprise fees.
What is iMessage?
iMessage is Apple’s internet-based messaging service that lets you send texts, photos, videos, and voice notes for free using WiFi or mobile data. It works exclusively between Apple devices (iPhones, iPads, Macs), and unlocks a bunch of great features — like group chats, reactions, message editing, and seamless syncing across devices.
Since it doesn’t rely on traditional SMS networks, iMessage is a great way to avoid carrier text charges when you’re travelling.
Does iMessage work internationally?
Yes — iMessage works perfectly overseas as long as you’re connected to the internet. You can use it to chat with any other iMessage user, wherever you are in the world.
Is iMessage free to use overseas?
Yep, iMessage itself is free! As long as you’re connected to WiFi or using mobile data from a travel eSIM (like Simify’s), you won’t be charged for sending messages through the iMessage app.
However, if you’re using a mobile data plan from your home provider, you could get hit with roaming fees — which can be pricey. That’s why a Simify travel eSIM is such a great option. You get reliable mobile data in your destination, without the hidden fees.
💡 Having trouble sending messages? Make sure your APN settings are correctly configured. You can find this under Settings > Mobile > Mobile Data Network.
iMessage vs SMS: What’s the difference?
iMessage: Sends messages using WiFi or mobile data between Apple devices.
SMS: Sends messages over your carrier’s network — and can incur roaming charges when travelling.
If a message bubble is blue, it’s an iMessage. If it’s green, it’s SMS — and may cost you.
How to Set Up iMessage on Your iPhone
Before heading off, double-check that iMessage is set up correctly on your device:
Go to Settings > Messages
Toggle on iMessage
If prompted, sign in with your Apple ID to sync across all your devices
To avoid unexpected charges, disable “Send as SMS” — this prevents your phone from switching to paid SMS if the internet connection drops mid-message
Find this under Settings > Messages > Send as SMS
Why Use an eSIM for iMessage While Travelling?
While iMessage does work over WiFi, relying on free public networks while you travel isn’t always ideal. Airport and café WiFi can be slow, unreliable, or even unsafe.
A Simify eSIM gives you instant access to secure, high-speed mobile data in over 190+ countries — so you can stay connected on the go without paying for a local SIM or international roaming.
How to Set Up Your Simify eSIM for iMessage
Here’s how to get up and running in minutes:
Check your phone supports eSIM
Most iPhones from iPhone XR/XS and newer support eSIM
Choose your destination, select a data plan, and complete your purchase
Install the eSIM
Open Settings > Mobile > Add eSIM
Use your camera to scan the QR code we email you
Or manually enter the activation details (you’ll receive these too)
Select your Simify eSIM as the data line
Go to Settings > Mobile > Mobile Data
Set the Simify eSIM as your primary line for mobile data and iMessage
Enable Data Roaming
Go to Settings > Mobile > Mobile Data Options
Switch on Data Roaming to stay connected abroad
With Simify, you can travel stress-free and message like a local — no matter where you’re headed. ✈️
Need help? Our support team is always here to assist with setup, troubleshooting, or choosing the right plan.
"},"name":"How to Use iMessage While Travelling with a Simify eSIM"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Some of our physical SIM cards require an activation date to be selected during checkout.
However, most of our eSIMs and other physical SIM cards do not require an activation date to work when you land.
If you need to change the activation date, please send us an email or a live chat message with the new activation dates for your SIM card/s, and we will manually update it for you.
We will need at least 24hr notice to make this change for you.
Once you have set the activation date for your SIM Card, you will need to follow the activation steps when you land, which are:
1. Arrive at your destination.
2. Place the SIM card into your device.
3. Enable Data Roaming in your device settings.
4. Restart your phone to activate the SIM.
"},"name":"How do I change my activation date for my SIM Card?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Our eSIMs will only work on unlocked eSIM-compatible devices! 📲 🔓
What Is An Unlocked Device? ⇢ If your device is unlocked, it can connect to any carrier's network.
For example, if you bought your phone from Telstra, Optus, or AT&T, it's highly likely that it is locked, and our eSIMs will not work in it.
If you bought your device outright from retailers like Best Buy, JB Hi-Fi or Harvey Norman, it's most likely unlocked.
If you're unsure, the best way to find out is to call your network provider and ask! They'll be able to unlock it for you, too—this might incur a fee!
If you want, you can also have a look at your settings to see if your device is unlocked:
📱 For iPhone (iOS)
Go to: Settings > General > About
Scroll down until you see Carrier Lock
If it says:
“No SIM restrictions” – ✅ Your device is unlocked
Anything else – 🚫 Your device may be locked
🤖 For Android
(Note: steps may vary slightly depending on your phone model and software version.)
Option 1: Check in Settings
Go to: Settings > Connections > Mobile networks > Network operators
Turn off automatic selection
If your phone shows multiple network options, it's likely ✅ unlocked
If it only shows one, it might be 🚫 locked
eSIM Compatibility Guide for 2025
If you're wondering whether your device supports eSIM, this guide will help you quickly check which devices are compatible and which are not.
📱 iPhones with eSIM
All iPhones from the iPhone XR and newer support eSIM, except for some models sold in China, Hong Kong, and Macau.
✅ Compatible iPhones
iPhone XR, XS, XS Max
iPhone 11, 11 Pro, 11 Pro Max
iPhone SE (2020, 2022)
iPhone 12, 12 Mini, 12 Pro, 12 Pro Max
iPhone 13, 13 Mini, 13 Pro, 13 Pro Max (Supports dual active eSIMs)
iPhone 14, 14 Plus, 14 Pro, 14 Pro Max
iPhone 15, 15 Plus, 15 Pro, 15 Pro Max
iPhone 16, 16 Plus, 16 Pro, 16 Pro Max, 16e
❌ Incompatible iPhones
iPhones from Mainland China, Hong Kong, and Macau (except iPhone 13 Mini, 12 Mini, SE 2020, and XS)
US models of iPhone 14, 15, and newer do not support physical SIMs
📟 iPads with eSIM
Only models with cellular connectivity support eSIM.
iPad Pro 11” (2020, A2068)
iPad Pro 12.9” (2020, A2069)
iPad Air (2019, A2123)
iPad (2019, A2198)
iPad Mini (2019, A2124)
iPad 10th Generation (2022)
📱 Samsung Phones with eSIM
Most Samsung Galaxy S, Note, Fold, and Flip models support eSIM, but there are regional restrictions.
✅ Compatible Samsung Devices
Galaxy S20, S20+, S20 Ultra (excluding S20 FE)
Galaxy S21, S21+ 5G, S21 Ultra 5G
Galaxy S22, S22+, S22 Ultra
Galaxy S23, S23+, S23 Ultra, S23 FE (except China/Hong Kong models)
Some devices vary by region and may not support eSIM in certain countries.
If unsure, check with your provider or the manufacturer's website.
"},"name":"Is my device eSIM compatible?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
What to do if you're scanning your QR code and it's coming up with a message that looks something like this 👇
It's likely this message is coming up because the QR code had been scanned successfully, and the eSIM is already in your phone 📱
Head to your SIM manager in Settings and have a look at where your Primary or normal SIM is listed 👀
Sometimes your phone will name your eSIM something like "Business", "Mobile Data", "Secondary", "P2" or "Travel" by default.
Most of our eSIMs are data only, so you might see "No Number", a bunch of zeros, or even just a blank space under the name of the eSIM
If you don't see anything other than your normal SIM card in this menu, or you do not see a new eSIM profile, reach out to us via email or live chat, and we'll get you sorted, we may have to resend another eSIM to you to get it working 🧐 📱
"},"name":"It says 'invalid' or 'expired' when I try to install my eSIM"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Apple
Settings > Mobile > Scroll to find Current Period Roaming
Android
Settings > Connections > Data Usage > Billing Cycle and data warning > Select the period from the day you started using the SIM to the current day. Save and your data usage will be shown
Note: It may appear different on other Android devices. Just look around in your network settings!
Other devices
If you're having trouble finding the setting, you can quickly Google your device and data usage settings and it should pop up!
"},"name":"How to keep track of your data usage from your phone settings"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Our eSIMs connect to local networks in the country you are travelling to.
This will ensure you have the best coverage and most reliable connection while travelling (much better than roaming from your home carrier).
Depending on your location, our Travel eSIMs will automatically connect to the strongest available network and sometimes switch between multiple networks.
"},"name":"What carriers and networks will I be connected to?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
You may need to purchase multiple eSIMs to cover all the countries you visit or multiple plans to cover the full duration of your trip.
If you're going for more than 90 days and the maximum amount of days the plan works for is 90, you can purchase 2 plans to cover the full duration of your trip, swapping over to the new plan when your old one runs out.
If you are travelling to multiple countries, you may need to purchase a combination of plans.
For example, a 'Europe eSIM' could cover 43 EU countries and a separate 'Japan eSIM' for Japan.
Always verify eSIM coverage for your destinations on the product page to ensure connectivity.
To get a product recommended based on your trip details, you can use our plan recommendation quiz (coming soon) or contact our team via live chat or email with your destinations and dates, and we can recommend a product to you.
"},"name":"Do I need multiple eSIMs to cover my trip?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
To find the best eSIM for your trip, you must be clear on which countries you are going to and how long you will stay in each country.
The best way to find the right plan for your trip is to search the country or region you are travelling to on the website homepage. If the country you search does not appear, then we do not currently have a product for that country.
When you select a country or region, you will be brought to a collection page that includes all eSIMs that work there. We will not cover your country/region if nothing appears in the search.
How do I cover all countries and regions I am travelling to?
You may be able to get one plan that covers ALL the countries you are going to, OR you may need more than one plan and will need to use a combination of different eSIMs.
We have 2 types of plans.
1. Regional plans - these cover multiple countries. For example, our Europe eSIM covers up to 43 European countries for a certain number of days.
2. Local plans - these cover one specific country. For example, our Japan eSIM only works in Japan.
To confirm the countries where the eSIM works, you can find a complete list on the plan details page before adding it to the cart and checkout.
How do I find a plan with calls and texts?
All of our eSIMs are 'data-only' and do not include calls and texts.
This is common with travel plans as most travellers use an eSIM for data while keeping their home plan for incoming calls and texts. You can learn more about this works here.
I want to be recommended a plan
To help you find the right product, you can use our plan recommendation quiz on our website (coming soon) or reach out to our support team via email or live chat to have a product recommended to you based on your trip details.
Please provide us with a list of the countries you are going to and how long you will stay in each one.
"},"name":"Finding the right eSIM for your trip"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Fair Usage Policies are set by our suppliers to ensure that all users enjoy stable and reliable network access. These policies help manage network traffic and prevent heavy data usage from affecting others on the same network.
For unlimited eSIMs, using a large amount of data in one day may result in temporary speed reductions until the next reset (typically the next morning). 🌅
But no worries, if you need your speed restored urgently, just let us know and we can reset it for you. ⚡
For non-unlimited eSIMs (e.g., 20GB/30 days), these restrictions don’t apply. You can use your full data allowance without speed limits. 🚀
"},"name":"Fair Usage Policy for Unlimited eSIMs"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Yes, you will be able to extend your data or days at any time with an eSIM.
You can always come back to the website at any time, no matter where you are, and repurchase a new eSIM plan that will be up and running within minutes.
We do not have the ability to top-up your existing eSIM, you need to get a new one. We are developing a top-up feature for our eSIMs, but this will take time.
"},"name":"Can I extend my data or days with a top-up?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
When you purchase a new travel eSIM you can either keep your home plan in your device or remove it entirely.
Many travellers opt to keep their home plan on their device; however, there are some important steps to take to ensure you do not get charged roaming fees.
1. When you purchase your new travel eSIM, set it as your 'Mobile data' line in your device's mobile settings. This will ensure that your eSIM will be used for data while overseas, and your home plan will not.
2. If you keep your home plan in your device while overseas. Set it as your 'Default Voice Line' to receive calls and texts to your home number. Receiving texts while overseas is usually free; however, receiving calls can incur roaming charges. Check with your home provider.
3. Go into your home plan settings and turn off 'data roaming' and 'mobile data switching' to prevent data use overseas.
There are further details and screenshots on how to do this here.
If you follow these steps, you can use data without roaming fees through our eSIM while retaining your home number for important calls and texts, such as one-time passwords.
You can learn more here to make and receive calls without roaming fees.
"},"name":"How to avoid roaming fees with my home SIM while using a travel eSIM?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
There are three types of data users when travelling.
1. The lite user.
Uses Google Maps, general web browsing and internet messaging and calls.
We recommend 1-10GB options if you are a lite user.
2. The average user.
Everything a lite user does, plus social media.
We recommend unlimited or 10GB+ options if you are an average user.
3. The power user.
Everything a lite and average user does, plus video streaming, downloading and uploading.
We recommend 20GB+ options if you are a power user.
"},"name":"How much data do I need?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
In most cases, your eSIM will only activate once you land at your destination and your device connects to a local network.
You can find when your eSIM will activate and your validity will start in your eSIM email above the QR code.
How to activate your eSIM once you land
Disable Auto Data Switching: To prevent charges on your other line, turn off "Auto Switch" or a similar option in the mobile settings.
"},"name":"When will my eSIM activate? When will my validity start?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
100% Money Back Guarantee
What Does This Mean?
We always put our customers first in everything we do. We're here for you and will listen to your feedback.
We promise:
To honour our money-back guarantee if you've cooperated with us. We just want to understand what happened so we can improve our services.
To always try to make things right. We value great customer experiences and will do our best to provide that for you.
Why Do You Offer a 100% Money-Back Guarantee?
Manufacturing issues and network problems can happen, and sometimes they can’t be resolved. That’s why we offer a money-back guarantee for all our customers, ensuring you're protected in case of faulty SIMs or eSIMs.
It's very important to us that our customers aren't left empty-handed.
However, to claim your money-back guarantee, we need your cooperation. This means:
Contacting us while you're overseas, via WiFi if necessary, if your SIM or eSIM doesn't work.
If you’re unable to reach us during your trip, make sure to take screenshots of the error messages and your APN settings so we can assist you when you return.
Refund Policy for eSIMs
Refund for Change of Plans
If your travel plans have changed and you no longer need your eSIM, we’re happy to offer a full refund.
Requirements for a Full Refund:
The eSIM must have been purchased directly from Simify or SimsDirect website.
The eSIM has not been activated.
If the eSIM has already been activated or used, we will review your case to provide the best possible solution.
The purchase must have been made within the last 6 months.
Refund for Device Compatibility Issues
If you purchased an eSIM and discovered that your device is incompatible or locked, we will gladly issue a full refund.
Requirements for a Full Refund:
The eSIM has not been installed.
No data from the plan has been used.
The eSIM was purchased within the last 6 months.
You must provide a screenshot or relevant information to verify the incompatibility or lock.
Refund for Connection Problems
If your eSIM isn’t working due to connection issues or unstable network conditions in the destination country, we may offer a full or partial refund depending on the situation.
Before Requesting a Refund:
Please contact our Customer Support Team at hello@simify.com or through our chat to report the connection issue.
Refund requests made after your trip may not be eligible.
A partial or full refund may be issued based on the data used.
Situations Where a Refund is Not Guaranteed:
You didn’t read the product details or expected different features.
Refund Policy for SIM Cards
Refund for Faulty SIM Cards
We offer a full refund if your SIM card is not working as expected, provided you have followed the necessary steps.
Requirements for a Full Refund:
You must download our SIM Guide and follow the correct activation process.
You must follow all the troubleshooting steps provided.
If troubleshooting doesn’t work, contact our Customer Support Team via Live Chat, Facebook, or email at hello@simify.com for assistance.
Refund for Change of Plans
If your travel plans have changed and you no longer need your eSIM, we’re happy to offer a full refund.
Requirements for a Full Refund:
The SIM must have been purchased directly from SimsDirect website.
The SIM has not been activated.
You may need to send the SIM back to us.
The purchase must have been made within the last 6 months.
Situations Where a Refund is Not Guaranteed:
Your device is locked or incompatible with the SIM.
You lose your SIM or phone.
You activated the SIM too early, and the activation period expired before your trip ended.
You used up all your purchased data.
You forgot to change the activation date, and it has already passed.
You change your mind or no longer need the SIM.
You didn’t read the product details or expected different features.
How to Request a Refund
To request a refund for your eSIM or SIM card, please contact us and provide the following information:
Your order number and the SIM/eSIM details.
Your current location.
The phone model and confirmation that it is unlocked.
Screenshots of your APN and Network Settings and your data balance.
A description of the issue you are experiencing.
"},"name":"Money Back Guarantee & Refund Policy"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
If you have already installed your eSIM on a device, you cannot switch it to another device.
If you have installed the eSIM but have not yet activated and used it, we can cancel the eSIM and have a new one sent to you so you can use it on another device.
This is only applicable to certain eSIMs (not all of them).
If you would like to cancel an eSIM and get a new one, please contact us via email or live chat, and our support team can sort this out for you.
"},"name":"Can I transfer/swap my eSIM onto another device?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
If you've used up your allocated data, your eSIM/SIM card will stop working.
You will not be charged anything extra as all of our plans are prepaid!
We currently don't have recharges available - if you're overseas and have an eSIM compatible device, you can purchase a new eSIM which will be instantly delivered to your email.
"},"name":"What happens if I run out of data?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Your data speed can vary depending on several factors, including your location, your device, the network you're connected to, and the current performance of the local provider. 📶
In most cases, you’ll enjoy 5G/4G speeds, while some areas or network partners may offer 3G or LTE, depending on coverage and availability. 🌍⚡
"},"name":"What data speeds will I have overseas?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Yes! We always have different offers on eSIMs throughout the year so keep an eye out on our website & socials.
You can always take advantage of the following evergreen promotions at any time:
10% off your first order by signing up to our email newsletter (this will pop up on the website, or you can sign up in the footer of the website)
Refer a friend - Give your friends a $10 AUD discount, and when they purchase (min $75), you receive $10 AUD cash! Refer a friend now.
Loyalty point rewards (coming soon) can be redeemed at any time. You will be invited to sign up for our loyalty program after a purchase is made. You will earn points for each purchase, leaving reviews, referring friends and liking our socials.
"},"name":"Can I get a discount? Are there any sales/promotions happening?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Yes! You can purchase multiple eSIMs in one order from our website and use them on different devices as you please.
All of the eSIMs you purchased will be delivered to the email you used to place your order.
From there you can follow the installation instructions in the email and install onto any device that is eSIM compatible and unlocked.
A common example is someone purchasing an eSIM for themselves and their partner and installing the 2 eSIMs on each other's devices when they land together.
"},"name":"Can I use seperate eSIMs on different phones?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Here's how to find the correct APN settings for your eSIM.
eSIMs will automatically apply the correct APN settings when you install and activate; however, this can sometimes not happen, and you need to check/update them manually.
To check your APN settings, you can find them listed on the product page on our website before adding to cart and checking out.
Open the Settings app on your device. Select "Cellular" or "Mobile Data."
Tap on "Add Cellular Plan" or "Add Data Plan" or "Add eSIM."
Select “Use QR Code”
Select “Enter Details Manually”
Manually enter the ‘SM-DP+ Server’ and ‘Activation Code’ and Confirmation Code (if given, leave blank otherwise). Click ‘Next’ and continue setting up your eSIM.
Select your new eSIM and rename it “Simify.”
Select Primary as your Default line and tap "Continue."
Setting your “Default Line” as “Primary” will allow you to receive texts to your home number for free however answering calls and making calls/texts may incur roaming fees. Learn more
Select Primary as your line for iMessage & FaceTime and tap "Continue."
Choose the “Simify” as your default for Cellular/Mobile Data. Ensure “Allow Mobile Data Switching” is turned OFF to prevent charges on your other line.
Installation Option 2 - QR Code Installation
Open the Settings app on your device. Select "Cellular" or "Mobile Data."
Tap on "Add Cellular Plan" or "Add Data Plan" or "Add eSIM."
Select “Use QR Code.”
Scan the QR Code from your eSIM email and continue.
Select your new eSIM and rename it “Simify.”
Select Primary as your Default line and tap “Continue.”
Setting your “Default Line” as “Primary” will allow you to receive texts to your home number for free however answering calls and making calls/texts may incur roaming fees. Learn more
Select “Primary” as your line for iMessage & FaceTime and tap “Continue.”
Choose the “Simify” as your default for Cellular/Mobile Data. Ensure “Allow Mobile Data Switching” is turned OFF to prevent charges on your other line.
Activating your eSIM
Ensure you are in a country that the eSIM works in.
Open the Settings app on your device. Select "Cellular" or "Mobile Data."
Select your “Simify” eSIM.
Toggle on “Turn on this Line” if it’s not on and make sure “Data Roaming” is on.
Go “Mobile Data” and ensure “Simify” is selected and “Mobile Data Switching” is toggled off.
Restart your device to ensure it has activated properly!
If after 15 minutes, you are not connected to a local network and the internet is not working, refer to our troubleshooting guide.
"},"name":"DRAFT How do I set up an eSIM on an iOS/Apple device?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Some of our eSIMs come with an in-built VPN that routes your internet usage via another country.
This is available with all our Asia eSIMs, especially if they work in China, Hong Kong, Macau or Taiwan.
This is to route your data around the China firewall to allow you access to Western apps inside China or to bypass local laws (like identity verification requirements) needed in some Asian countries.
"},"name":"What is an in-built VPN and how does it work?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
We recommend inserting your new Travel SIM Card on the day you want it activated, ideally when you fly to your destination. If the SIM is inserted too early and your home country is covered, it may activate immediately, and your days will begin counting down.
To avoid early activation, only insert the SIM on your day of travel or upon arrival at your destination.
When you're ready to activate, simply follow these steps:
Land overseas
Insert the new Travel SIM card (if it isn't already inserted)
Turn on data roaming
Restart your device
Your SIM should connect within a few minutes. If it's still not working after 30 minutes, please refer to our troubleshooting guide.
"},"name":"When should I insert my physical SIM card?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Contact our team, and we can change the email associated with your order and resend your order details to the correct email address.
"},"name":"I gave the wrong email address or I want to update my email address what do I do?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
All of our eSIMs come with 4G and 5G speeds, which can vary from 20-150 Mbps depending on the product you purchased and the country you are in.
If you purchased a 'fixed' eSIM with a certain amount of data to use in a certain number of days (for example, a 10GB Europe eSIM for 30 days), your speed will always be at MAX speeds.
Unlimited Speeds
A 'Fair-usage policy' can be applied to unlimited plans. This is standard practice for unlimited telco products as it prevents overconsumption or exploitation of the network, which negatively impacts the bandwidth and service of other users on the network.
You will have fast speeds of 20-150 Mbps until you hit your fair usage amount.
If you hit your 'fair-usage' amount, your speed will be reduced to 1mbps or less, which is suitable for Google Maps and messaging via apps like WhatsApp but not video streaming, social media content, or downloading or uploading files.
If this happens, feel free to reach out, in some cases, we can help reset your connection.
Please check your fair usage policy details on the plan details page before adding to cart and purchasing.
"},"name":"What will my data speed be? What is my unlimited speed?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
Important: Do not delete your eSIM after installation. Once deleted, it cannot be rescanned or recovered.
Open the Settings app on your device. Select “Connections” or “Network & Internet.”
Select “SIM manager.”
Select “Add eSIM.”
Select “Scan QR code from service provider.”
Scan the QR Code.
Option 1: Screenshot
Take a screenshot of your QR Code from your eSIM email.
Click the photo image and select the screenshot.
Option 2: Scan
Print out your email or have it open on another device.
Scan the QR Code.
Wait for the eSIM to load and tap “Add” to set up your eSIM.
Select the eSIM.
Tap on “Name” and rename your eSIM to “Simify.”
It should now look like this. You can choose to toggle it off until you’re ready to activate.
Activation
Ensure you are in a country that the eSIM works in.
Open the Settings app on your device. Select “Connections” or “Network & Internet.”
Select “SIM manager.”
Click on “Mobile data” and select “Simify” to use your new eSIM for data.
Make sure you have “Data switching and backup calling” toggled off.
Go back to “Connections” and select “Mobile networks.”
Click on “Data roaming.”
Select “All networks.”
Click “OK.”
Restart your device to ensure it has activated properly!
If after 15 minutes, you are not connected to a local network and the internet is not working, refer to our troubleshooting guide.
"},"name":"How do I set up my eSIM on an Android device?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
There's a couple parts to firing up one of our eSIMs 🔥📱
➡️ There’s the installation and the activation 👇
Installation: By this we mean scanning the QR code itself and seeing the eSIM appear in your phone’s SIM menu. While scanning, your phone might prompt you to “activate” — go ahead and click that. No worries! This doesn’t start your plan — it’s just part of the install process.
If you need help double-checking whether it’s in there or not, check out how to find it by following the steps here 👀 This step can be completed either in Australia, or abroad.
🌍 This is as far as you can go in the activation process until you land in your destination country! If you do scan your QR code at home, be sure to turn your eSIM OFF until you land ✈️
Activation: Your eSIM can’t complete activation until it has a local network to connect to; it won’t work anywhere else 🌐 This also means your plan won’t start until this step is completed, so no need to worry about accidentally activating it unless you’re in a country that’s covered by the eSIM 📶
"},"name":"Can I Install My eSIM Before I Fly Overseas?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
No need to worry!
Our eSIMs can't complete activation until it has a local network to connect to; it won't work anywhere else 🌐 This also means your plan won't start until this step is completed; you can't accidentally activate it, unless you're in a country that's covered by the eSIM 📶
As a reminder, there are two parts to setting up your eSIM; Installation and Activation 👇
Installation: By this we mean scanning the QR code itself and seeing the eSIM appear in your phone's SIM Menu. If you need help double checking whether it's in there or not, check out how to find it by following the steps here 👀 This step can be completed either in your home country or once you're abroad.
🌍 This is as far as you can go in the activation process until you land in your destination country! If you do scan your QR code at home, be sure to turn your eSIM to OFF until you land in your destination ✈️
Activation: Your eSIM can't complete activation until it has a local network to connect to; it won't work anywhere else 🌐 This also means your plan won't start until this step is completed; no need to worry about accidentally activating, unless you're in a country that's covered by the eSIM 📶
"},"name":"I Think I Accidentally Activated My eSIM At Home"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
🌍We currently offer options to purchase using $AUD, $CAD, €EUR, £GBP, $NZD and $USD
"},"name":"What Currencies Do You Accept?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
eSIM Frequently Asked Questions
What is an eSIM?
An eSIM (embedded SIM) is a small chip that is built into newer models of mobile phones, tablets, and other technology. You can check the list of compatible devices here.
Unlike a traditional SIM, you do not need to buy a physical card and insert it into your phone. Instead, you can buy a data place, scan a QR code or get a unique code and activate the eSIM to access mobile data.
What are the advantages of using an eSIM?
Quick and easy: eSIMs do not require a physical card to be shipped to you which allows you to buy an eSIM and get connected in minutes. Not days!
Cannot be lost or damaged: The eSIM is already built into your device which means you cannot lose the SIM nor can you accidentally scratch and damage the chip.
Environmentally friendly: Since eSIMs are virtual, there is no extra plastic production or environmental costs to mail the SIM to you.
Cheap: eSIMs are much cheaper than data roaming and often cheaper than physical SIM cards too.
Is my device compatible with eSIM?
eSIMs technology is new and only available on the latest devices. You can find the full list of compatible devices here.
Is my device “unlocked” to use an eSIM?
Unlocked means that it's not locked to your mobile carrier.
For example, if you bought your phone outright from Telstra or Optus, or AT&T, it's highly likely that your phone is locked and our eSIMs will not work on your phone.
We recommend that you double-check with your network provider before you purchase a SIM from us.
When does my eSIM data plan start?
The data plan starts when the eSIM is activated, which only happens once the device connects to a local network in a covered country.
The eSIM can be installed anytime, but activation and the plan’s days begin upon connection abroad.
It must be activated within 6 months of purchase.
For more details, check the FAQ on the product page or the eSIM email.
I need a longer data plan - what can I do?
Unfortunately, our data plans cannot be renewed or extended. If you are travelling for longer than our maximum data plan, we recommend you buy 2 eSIM data plans. For example, if you are travelling for 42 days, you could purchase a 30GB 30-day plan and a 15GB 15-day plan. Then you will have 45GB total for your 42 days. Another option is to check out our Unlimited eSIMs, as these come in longer plans; up to 90 days!
I need more data - what can I do?
Our eSIM data plans cannot be topped up at the moment. We recommend you buy a new data plan and activate it.
Can I renew or extend my eSIM?
Our eSIMs cannot be renewed or extended at the moment. If you would need more data or a longer validity, you can always purchase a new eSIM and activate it.
How will I receive my eSIM?
Once you place your order, we will send you an email with your QR code within a few minutes. Then you can scan the QR code and follow the instructions. We send you step by step instructions in your eSIM email.
How many times can I use my eSIM?
Our eSIMs are one-time-use SIMs. Once you activate it, it will be available for you to use until the days or data run out. If you delete the eSIM from your device, you will not be able to use it again.
What happens to the unused data after the end of the validity period?
The eSIM data can only be accessed during the given validity period. Once the validity expires, then the data will be lost and cannot be accessed again.
Can I use the same QR code and install the eSIM profile on multiple devices?
eSIMs can only be installed on one device. Our eSIMs can be installed only once, which means that if you remove the eSIM from your device it will not be possible to install it again.
How many eSIMs can I have on my device?
Most devices will allow you to have multiple eSIMs installed but you will only be able to activate one at a time. Newer models allow you to use 2 eSIMs at the same time.
When should I uninstall an eSIM?
You should not uninstall an eSIM if you still want to use it or before the plan is over. If you uninstall the eSIM, you will not be able to rescan the QR code to install the eSIM again and we will not be able to recover it.
Here's some info on how to make the most of our Customer Portal's features. Whether you need to install and activate your eSIM, check your remaining data, find answers to common questions, or chat with our friendly support team, we've got you covered 🙌
Accessing the Portal
You can log into the customer portal by clicking on the button included in your confirmation email:
Tip for Gmail users: If clicking the link does not open in your default browser, you may need to adjust your Gmail app settings. Follow these steps:
Open the Gmail app.
Tap the menu icon (three horizontal lines) in the top-left corner.
Scroll down and select Settings.
Choose your email account.
Scroll to Open web links and ensure it is set to open in your default browser.
Logging In
When prompted, enter in the email you used when purchasing your eSIM. This will be the same email address you received your order confirmation to 📧
You'll need to confirm with a 6 digit authentication code (only once; our system will remember you after that!)
Inside The Portal
The "My eSIMs" tab inside the portal will show you all your current and past eSIMs.
To grab specific info on an eSIM, click on the "View Details" button for that eSIM 👆
Inside each eSIM you'll find a bunch of helpful info, like:
Step-by-step instructions on how to install and activate your eSIM 🛠️
And a display of how much data you've used or how many days you have remaining on your plan 🗓️
Other Features
Inside the portal you'll also find a handy FAQ section:
Plus, you can chat directly with our friendly customer service team at any time by clicking on any of these buttons 👇
You can also download the install and activation guides to keep with you on the go ✈️
We're adding to the portal all the time, but let us know if there's a feature you'd love to see, or if there's anything that would take your experience with us to the next level ⚡️ 🧳 🌍 Happy Travels! ✈️
"},"name":"How to Access and Use Our eSIM Customer Portal"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"
There's a couple of ways you can double check how much data you've used / how much you have left ⬇️
1. Checking Internally In Your Device 📱
Navigate to the below screens in your device to check the amount of data you've used:
Apple
Settings > Mobile (Cellular) > Scroll to find Current Period Roaming
Android
Settings > Connections > Data Usage
Note: on Android phones, you can check your data usage for specific dates by clicking on "Billing Cycle and data warning" and then choose a start date and an end date.
For example: you can select the day you started using the SIM and today as the start date and end date respectively to check your usage for the days you have used the SIM.
➡️ You might have to click on "save" for your data usage to be shown.
2. Checking Inside Your Customer Portal
You can also track your data balance inside your customer portal.
Simply select the eSIM you'd like to check the balance of to pull up that info 🧐
If you need help accessing or navigating through your portal, you can check out the steps in this article here 📖
"},"name":"How Do I Check My Data Balance? 📊"}]}
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