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What an ICCID identifies
An ICCID is the serial number for a SIM, including an eSIM installed on your phone. If you have two eSIMs, their ICCIDs help support tell them apart. It isn’t your phone’s IMEI, its built-in eSIM hardware number (EID), or the code you use to install an eSIM.
Why support might ask for it
Your order number is the best place to start. If an order contains several profiles, support may ask for the ICCID to identify the one being checked. That doesn’t mean you need to post the number publicly or send the whole setup email.
For example, “My partner’s data works but mine doesn’t” may involve two profiles under the same order. Give us the order number, each traveller’s phone model and which profile has the issue. We’ll ask for a particular identifier through the support process if we need it.
Where to look if asked
On iPhone, start at Settings → General → About and find the relevant SIM section. Match the ICCID label rather than copying the IMEI or EID above it. Android locations vary by model; use the SIM/status information screen or ask us for the route for your exact phone.
If the field isn’t visible, don’t delete and reinstall the profile to make it appear. Tell support what the screen shows. Keep full identifiers, QR codes and activation details out of public reviews, social posts and group chats.
It won’t answer every plan question
An ICCID doesn’t itself tell you the remaining data, expiry, hotspot terms or unlock status. Use the account’s plan information for allowance and validity; use the phone and carrier checks for compatibility. Sending a different number because it’s easier to find only makes it harder to identify the right profile.
