Frequently asked questions
Common questions from buying to installing and travelling: validity start, dual SIM, data roaming, hotspot, add-ons and refunds.
Plans and buying
- Check the start rule on your plan first. Some plans start when you first connect to a supported network; others start as soon as you install them. With an installation-start plan, installing early uses up days before your trip. The product page and your order show the rule. Also check any activation deadline on your order.
- No. Travoam plans are data-only eSIMs with no phone number, call minutes or SMS. For calls, use an internet calling app, or keep your usual number on a dual-SIM phone.
- No. It describes the network technology the plan can support. Your connection and speed depend on local coverage, your phone and network conditions. Check the product page for speed conditions, what happens when your data runs out and the fair usage policy (FUP).
- A fair usage policy (FUP) is a set of usage rules a local operator applies to keep its network running well. It says what happens to your connection once your full-speed data is used up or your usage is very heavy. On a plan with a fixed data allowance, service stops or slows down once the allowance is used, depending on the plan, and some plans let you add data to keep going. An unlimited data plan gives you full-speed data each day; once it is used, service slows down or pauses for the rest of that day and comes back the next day. Data shared over a hotspot counts toward the allowance too. Each plan's own rules are in the "Fair usage policy", "Speed policy" and "Data rule" lines on the product page; if they are not listed, contact support before you buy.
- Travoam is an independent travel eSIM reseller. We do not own or operate a mobile network. You buy the plan from us, and we handle order, delivery and refund questions. Third-party suppliers provide the eSIMs, and local operators provide connectivity. Each product page lists the local operators it connects to.
Installing and connecting
- No. Each eSIM can be installed on one phone only, and it cannot be installed on or moved to another phone later. Travel companions should each buy their own plan, or share a plan that allows hotspot. Do not delete the eSIM after installing it; a deleted eSIM usually cannot be installed again.
- Check three things: the travel eSIM is selected for mobile data; data roaming is turned on for the travel eSIM, which it needs to use local networks; and data roaming is turned off for your usual number to avoid home-carrier charges. If you still cannot connect, open your order to find the APN, set it manually by following the installation guide, then restart your phone. If that does not help, contact support.
- Yes. Most phones can store several eSIMs, including ones from different providers; how many depends on the model. Usually only one or two can be active at a time, and the rest stay installed but inactive. Give each eSIM a clear label in Settings so they are easy to tell apart.
During your trip
- Open My eSIMs to check for available add-ons. If one is offered, you can add data to your existing eSIM. Otherwise, you will need a new plan. Check the allowance, validity and start rule before buying an add-on.
- Choose a plan marked "Hotspot"; whether you can turn it on also depends on your phone and its settings. Shared data counts toward that plan’s allowance, so check its hotspot and fair usage conditions before buying.
- If your phone supports dual SIM, you can keep your usual number active for calls and texts and select the travel eSIM for mobile data. Your home carrier may still charge for calls, SMS or roaming. Turn off data roaming on your primary SIM. If your home carrier offers Wi-Fi calling, turning it on lets your usual number take calls over Wi-Fi. A travel eSIM does not cover charges from your home carrier.
Orders and refunds
- Open your order to check its status. Your QR code appears there once it is ready. If issuing fails, we automatically initiate a refund for the items we could not deliver: card-paid amounts go back to the original card, and only balance-paid amounts go back to balance. Mixed payments are refunded proportionally to those sources. Bank processing times vary; contact support if your order is not progressing.
- If you have not installed the eSIM or used any data, contact support for a review before installing it. Installed or used plans are generally not refundable, but service defects, products that do not match the order and mandatory legal rights remain covered. Approved refunds return card-paid amounts to the original card and balance-paid amounts to balance. See the Refund Policy for the full conditions.