Question 1

What is eSIM?

Accepted Answer

eSIM (embedded SIM) is a digital SIM built into your phone. Unlike traditional physical SIM cards, eSIM doesn't require a physical card - you simply scan a QR code to install and activate it, no SIM swap needed.

Question 2

What's the difference between Global Prepaid and Data Only?

Accepted Answer

Global Prepaid is our upcoming full-featured eSIM with voice, SMS, and data capabilities across 190+ destinations. Data Only plans are fixed data packages for specific destinations - great value for travelers who only need internet access.

Question 3

How is co:sim different from traditional roaming?

Accepted Answer

co:sim offers more affordable prices without high roaming fees. You can purchase and install before departure, and start using immediately upon arrival - no need to queue at airports for SIM cards.

Question 4

Can I keep my original SIM card while using co:sim?

Accepted Answer

Yes! Most eSIM-compatible phones support dual SIM. You can keep your original SIM for receiving calls and SMS while using co:sim for data or as a travel number.

Question 5

What is Global Prepaid?

Accepted Answer

Global Prepaid is our full-featured eSIM product that gives you a real Estonian phone number (+372). It includes voice calls, SMS, and data services across 190+ destinations with Pay-As-You-Go pricing or optional data packages.

Question 6

What phone number do I get?

Accepted Answer

You'll receive a real Estonian phone number (+372). This number works globally - you can receive calls and SMS anywhere in the world, and make calls to any destination. We also offer optional second numbers from the UK (+44) and US (+1).

Question 7

Are incoming calls free?

Accepted Answer

Yes! Incoming calls are free in 100+ destinations including all EU destinations, USA, UK, Japan, South Korea, Thailand, and more. Check our Coverage page for the complete list of free incoming call destinations.

Question 8

How does PAYG (Pay-As-You-Go) work?

Accepted Answer

With PAYG, you only pay for what you use. Top up your balance, and charges are deducted per minute/SMS/MB. Data starts from $0.04/MB in Europe+ destinations. You can also purchase data packages (from $0.90/GB) for better value.

Question 9

What are Europe+ and Global Zone A?

Accepted Answer

Europe+ includes EU destinations plus China, Malaysia, Switzerland, Thailand, US, and UK with lower rates. Global Zone A extends coverage to additional destinations like Australia, Brazil, Canada, Hong Kong, South Korea, Turkey, and more. Check our [Coverage page](/coverage) for the complete list.

Question 10

Is there a maintenance fee?

Accepted Answer

No! There's no monthly fee or maintenance charge. Your number stays active as long as you have balance and use the service at least once every 12 months.

Question 11

Can I top up my Global Prepaid card?

Accepted Answer

Yes! You can top up your balance anytime through our website. Top-ups are instant and you can choose from various amounts.

Question 12

What are Data Only plans?

Accepted Answer

Data Only plans are fixed data packages for specific destinations. You choose the destination, data amount, and validity period. They're perfect for travelers who only need data and want predictable pricing.

Question 13

Can Data Only eSIMs make phone calls?

Accepted Answer

No, Data Only eSIMs provide internet data only - no traditional voice calls or SMS. However, you can use apps like WhatsApp, LINE, WeChat, or Skype for voice and video calls over data.

Question 14

What's the difference between daily and total data plans?

Accepted Answer

Daily plans (e.g., 1GB/day) reset every 24 hours - great for consistent daily usage. Total plans (e.g., 5GB total) give you a fixed amount to use flexibly throughout the validity period - ideal for variable usage patterns.

Question 15

What happens when I run out of data?

Accepted Answer

For daily plans, some are throttled to lower speeds (e.g., 512Kbps) after the daily limit. For total plans, data service stops when depleted. You can purchase a new plan or use a reloadable eSIM to add more data.

Question 16

Can I use hotspot/tethering?

Accepted Answer

Most plans support hotspot sharing, allowing you to share your connection with other devices. Note that tethering consumes data faster, so consider a larger plan if sharing.

Question 17

Are Data Only eSIMs reloadable?

Accepted Answer

Some destinations support reloadable eSIMs - look for the 'Reloadable' badge on the plan page. Reloadable eSIMs let you add more data without installing a new eSIM.

Question 18

Does my phone support eSIM?

Accepted Answer

Most phones released after 2019 support eSIM, including:
• iPhone XS and newer
• Samsung Galaxy S20 and newer
• Google Pixel 3 and newer
• Select OPPO, Xiaomi, Huawei, OnePlus, and Motorola models

Check our [Supported Devices page](/resources/supported-devices) for the complete list.

Question 19

How do I check if my phone is unlocked?

Accepted Answer

Your phone must be 'carrier unlocked' to use eSIMs from other providers. If you purchased your phone through a carrier contract, it may be locked. Contact your carrier to confirm or request unlocking.

Question 20

Can I use eSIM on tablets?

Accepted Answer

Yes! Tablets with cellular capability support eSIM, such as iPad Pro, iPad Air (Wi-Fi + Cellular versions), and Samsung Galaxy Tab S series. Ensure your tablet has eSIM functionality.

Question 21

Can iPhones from mainland China use eSIM?

Accepted Answer

iPhone Air is the first Apple phone sold in mainland China with eSIM support. However, it can only install non-Chinese carrier eSIMs when outside mainland China. Other iPhones sold in mainland China don't include eSIM hardware. Some Hong Kong and Macao models may also lack eSIM support. Check your specific model before purchasing.

Question 22

How do I install an eSIM?

Accepted Answer

Installation is simple:
1. Ensure your phone is connected to Wi-Fi
2. Go to Settings > Cellular/Mobile > Add eSIM
3. Choose 'Use QR Code'
4. Scan the QR code we provided
5. Follow on-screen instructions
6. For Data Only: Don't enable data roaming until you arrive at your destination

For detailed step-by-step instructions, visit our [Installation Guide](/resources/install-guide).

Question 23

When should I install the eSIM?

Accepted Answer

We recommend installing 1-2 days before departure, but don't enable data roaming yet. After arriving at your destination, enable data roaming to start using the eSIM. This ensures the validity period starts from actual usage.

Question 24

When does the validity period start?

Accepted Answer

For Global Prepaid, the validity period starts from the date of purchase. For Data Only plans, most start when you first connect to a network at your destination - a few start from the time of installation. The billing start method is noted on the checkout page for each plan.

Question 25

What if installation fails?

Accepted Answer

If installation fails, try:
1. Ensure stable Wi-Fi connection
2. Restart your phone and try again
3. Update your phone to the latest OS version
4. Check that your phone is carrier unlocked
5. Contact our 24/7 customer support if issues persist

Question 26

Can I reinstall an eSIM?

Accepted Answer

If you deleted your eSIM while connected to the internet, you can reinstall it on the same device by scanning the same QR code. However, transferring to a different device is not supported. If the eSIM was deleted while offline, unfortunately customer support cannot restore it. For Global Prepaid cards, you can request a new QR code (including for device transfers) for a fee. For Data Only plans, you would need to purchase a new one.

Question 27

How fast is the network?

Accepted Answer

co:sim uses local carrier networks (4G/5G where available). Speeds are comparable to local users and depend on your location, network coverage, and congestion. Major cities typically offer excellent speeds.

Question 28

Why can't I connect to the network?

Accepted Answer

Please check:
1. Data roaming is enabled for the eSIM
2. Airplane mode is off
3. You're within coverage area
4. Try restarting your phone
5. For Global Prepaid: Ensure you have sufficient balance
Contact support if issues persist.

Question 29

How do I check my remaining data/balance?

Accepted Answer

Log into your co:sim account on our website to view remaining data, balance, and usage history. For Global Prepaid, you can also dial a USSD code to check balance.

Question 30

Can I use the eSIM in multiple destinations?

Accepted Answer

Global Prepaid works across 190+ destinations with one eSIM. Data Only plans are typically for a single destination/region. Some regional plans (e.g., Europe, Asia) cover multiple destinations - check the plan details.

Question 31

What payment methods are accepted?

Accepted Answer

We accept multiple payment methods:
• Credit/Debit Cards (Visa, Mastercard, AMEX, JCB)
• PayPal
• Apple Pay
• Google Pay
• Alipay

Question 32

When will I receive the QR code?

Accepted Answer

Immediately after successful payment, you'll receive an email with your QR code. If you don't receive it within 5 minutes, check your spam folder or contact our support.

Question 33

Can I get an invoice?

Accepted Answer

Yes. After purchase, you can download an electronic receipt from 'My Plans' page. For formal invoices, contact our support team with your order details.

Question 34

Can I pay with my Global Prepaid balance?

Accepted Answer

Yes! If you have a Global Prepaid card with sufficient balance, you can use it to purchase Data Only eSIMs. This is convenient when you need a destination-specific data plan.

Question 35

Can I get a refund?

Accepted Answer

Unused eSIMs can be refunded within 7 days of purchase. Once activated (connected to a network), eSIMs cannot be refunded. See our Refund Policy for full details.

Question 36

How do I request a refund?

Accepted Answer

Contact our support via live chat or email with your order number and reason for refund. We'll process your request within 3 business days.

Question 37

How long until I receive the refund?

Accepted Answer

After approval, refunds typically take 5-10 business days to appear in your account, depending on your bank or payment provider.

Frequently Asked Questions

Global Prepaid

Data Only

General Questions

Data Only Plans

Device Compatibility

Installation & Activation

Usage Questions

Purchase & Payment

Refund Policy

Check Supported Devices

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