Welcome to the SIMZY Help Centre

Getting Started & eSIM Set-up Assistance

What is an eSIM? An eSIM (embedded SIM) is a digital SIM that allows you to activate a mobile data plan without needing a physical SIM card. It's built into your device, offering unparalleled convenience for international travel.

Device Compatibility Check: Before you start, ensure your device is eSIM-enabled. SIMZY supports most modern smartphones, including:

• iPhone: iPhone XS, iPhone XS Max, iPhone XR, and later models.
• Samsung Galaxy: Galaxy S20, S21, S22, S23 series, Z Fold, Z Flip, and later models.
• Google Pixel: Pixel 3, Pixel 3a, and later models.
• Please note: Device compatibility can vary by region. Check your device settings or manufacturer's website to confirm eSIM support.

How to Install Your SIMZY eSIM

• Download the SIMZY App: Get the SIMZY app from the App Store (iOS) or Google Play Store (Android).
• Purchase Your Plan: Select your desired destination (e.g. European travel eSIM, Asia-Pacific eSIM, North America eSIM, or global eSIM) and data package. Complete your purchase securely within the app.
• Install eSIM Profile: After purchase, you'll receive a prompt or QR code within the app to install your eSIM profile. Follow the on-screen instructions, which typically involve going to your phone's Settings > Mobile Data/Cellular > Add eSIM/Add Data Plan.
• Activate Data Roaming: Ensure "Data Roaming" is enabled for your newly installed eSIM line in your phone's settings (don't worry, with SIMZY, there are no roaming fees!).
• Connect: Your eSIM will activate upon arrival in your destination country. Enjoy seamless, high-speed international data!

Managing Your SIMZY eSIM Plan

• Checking Data Usage: Open the SIMZY app and navigate to your "My eSIMs" or "Active Plans" section. You'll see real-time updates on your remaining data.
• Topping Up Your Plan: Running low on data? You can easily top up your existing plan or purchase a new one directly from the app. Simply select your active eSIM and choose a top-up option.
• Switching Between Plans/eSIMs: If you have multiple SIMZY eSIMs installed or are travelling to different regions, you can easily switch between them in your phone's cellular settings. Make sure the correct eSIM is selected for "Mobile Data" when you arrive at a new location.
• Understanding Your Plan Details: All information about your plan, including validity period, data allowance, and covered countries, are accessible within the SIMZY app under your Active Plan Details.

Troubleshooting Common eSIM Issues

My eSIM isn't connecting to the internet.

• Check Data Roaming: Ensure Data Roaming is ON for your SIMZY eSIM in your phone's cellular settings.
• Network Selection: Sometimes manually selecting the network can help. Go to Settings > Mobile Data/Cellular > SIMZY eSIM > Network Selection > Disable Automatic, then choose a supported network.
• APN Settings: In rare cases, you might need to manually set the APN. Check your plan details in the SIMZY app for specific APN settings, if required.
• Restart Device: A simple restart can often resolve connectivity issues.

My eSIM shows 'No Service' or 'SIM Not Provisioned'.

• Installation Complete? Double-check the eSIM profile installation was completed successfully. Try reinstalling it if unsure.
• Network Availability: Confirm you’re in a country covered by your specific SIMZY eSIM plan.
• Device Software: Ensure your device's operating system is up to date.

My data is slower than expected.

• Fair Usage Policy: Check your plan's Fair Usage Policy in the app if you have an unlimited data eSIM in Europe or a high-usage plan.
• Network Congestion: Data speeds can vary based on local network conditions.
• Device Signal: Ensure you have a good signal in your current location.