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Delivery
Your eSIM arrives by email.
There is no parcel to track. Your setup email is the delivery, and you install it after you land. Pick where you're up to and we'll show you the next step.
What gets delivered?
Setup details for your travel eSIM. Depending on the plan, that is a quick install button, a QR code, the manual details as a backup, and any notes for your plan. We email them once your eSIM is ready.
Where are you up to?
Choose one
Before I buy
Check your phone before you buy.
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Check your phone supports eSIM and is not locked to a carrier.
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Check the coverage, data, validity and dates on the exact plan you want.
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Use an email address you can open overseas. That is where your setup details go.
I've paid
Keep an eye on the right inbox.
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Your order confirmation comes first. Setup details follow once your eSIM is ready, so it is not always instant.
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Check the inbox you used at checkout, including spam or junk. Your setup details also appear in My Account once the eSIM is ready.
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Save the email for your trip. Do not tap, scan, install or activate it before you land.
Your QR code, activation link and manual details are private. Do not forward or share the setup email.
Paid and nothing has arrived? Contact support with your order number and we'll check it. Please do not buy a second plan.
No parcel to chase. Keep the email.
I've landed
Join Wi-Fi. Install. Then connect.
Get online
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Join Wi-Fi, finish its sign-in page, then open a normal webpage to check it works.
If the airport Wi-Fi will not open a webpage, wait for hotel Wi-Fi or another steady connection you trust.
Install
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Open the setup email for this eSIM, on the phone that will use it, then install with the method in that email.
One setup email, one phone. Do not use another traveller's QR code or details.
Connect
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Turn the new travel eSIM line on, then set Mobile Data to that line.
If your phone shows a different name, choose the travel eSIM you just added, not your Australian number.
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Enable Data Roaming on the SIM Shop travel eSIM. It will not work until Data Roaming is on. Data Roaming is set per line, so check you are on the right one.
- SIM Shop Travel eSIM
- Data Roaming: on
- Mobile Data
- SIM Shop Travel
- Your Australian SIM
- Data Roaming: off, unless you want your Australian provider's roaming
If your email lists an APN, type it exactly as written. Never guess one.
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Turn Wi-Fi off for a minute and open a normal webpage. If it loads while Mobile Data is set to your travel eSIM, you are connected.
Something's wrong
Check these five things first.
Work through these before you change anything else. None of them delete anything.
- The travel eSIM line is turned on.
- Mobile Data is set to the travel eSIM, not your Australian SIM.
- Data Roaming is on for the SIM Shop travel eSIM.
- Any APN matches your setup email exactly. Nothing guessed.
- Wi-Fi is off, and a normal webpage still loads.
Installed it before you landed? Do not delete it. Contact support and we will check the eSIM before you try anything else.
Still no data? Stop there. Do not delete the eSIM, install it again or buy another plan. Contact support with your order number, the email address you used at checkout and the exact wording of any error message.
A few details worth knowing.
When does my plan start?
Our current plans start counting when the travel eSIM first connects to a supported network overseas, not when you buy or install. Each plan page states its own terms, so check the plan you are buying.
How do daily high-speed plans work?
On a daily plan, the listed high-speed amount applies each day. After that, speeds are reduced for the rest of the day, which is still workable for messages, maps and email. Reset timing varies by plan, so check the plan page.
Do I keep my Australian SIM in the phone?
Yes. Your travel eSIM handles data, and your Australian SIM can stay in for calls or SMS. Keep its Data Roaming off unless you want your provider's roaming, and check their overseas charges first.
