eSIM questions, answered plainly.

Find the exact model number and country or region where the phone was bought, not just a name such as iPhone or Galaxy. Check that exact variant in the manufacturer’s current eSIM compatibility list, then confirm the phone is provider-unlocked. On iPhone, open Settings > General > About > Carrier Lock and look for “No SIM restrictions”, then check that Settings > Mobile, Mobile Data or Cellular includes Add eSIM. On Pixel, check Settings > Network & internet > SIMs > Add SIM > Set up an eSIM. On Motorola, confirm the exact variant supports Settings > Network & internet > SIMs & mobile network > Download new SIM. On Xiaomi, confirm the exact variant supports Settings > Mobile networks > Use eSIM > Manage eSIM > Add eSIM; some exact models instead show Turn on eSIM > Add eSIM, and Use eSIM can disable SIM 2. For OPPO or OnePlus, use the manufacturer’s current manual for the exact model and sales region; if it does not explicitly confirm eSIM, ask the manufacturer and contact support before buying. An EID or a similarly named SIM menu does not override a missing model variant or provider lock. If anything is missing or unclear, do not buy or scan yet; contact support with the exact model number and sales region.

Only if your exact phone supports two active SIMs and your Australian provider allows the service you need overseas. After landing and installing, select the travel eSIM as Mobile Data. Keep the Australian line on only if you need calls or SMS, turn Data Roaming off for that Australian line, and turn Allow Mobile Data Switching or Automatic data switching off so the phone cannot silently use it for data. Your Australian provider can still charge for roaming calls, SMS or voicemail, so check its rates or turn that line off if you do not need it.

Read the inclusions on the exact product page before checkout. Unless that page explicitly lists a phone number, voice minutes or SMS, treat the plan as data-only: it will provide mobile internet but not ordinary calls or text messages. Use an internet app such as WhatsApp, FaceTime or Messenger over the travel data, or keep your Australian SIM for calls and SMS only after checking its overseas charges.

Yes. Before checkout, count the compatible phones that need data and buy one plan for each phone. When setup details arrive, assign each separate setup card to one named traveller or phone and scan it only on that intended phone. Never scan or forward one QR code to a second device. If the order quantity is wrong, leave every setup link and QR code unused and contact support with the order number before anyone installs.

After landing, use airport Wi-Fi only after you can sign in and open a normal webpage. If that does not work, use hotel Wi-Fi or another steady trusted connection. Leave the eSIM installed and do not delete, reinstall, rescan or try another phone. Confirm the country is covered and data remains, select the travel eSIM for Mobile Data, keep Australian-SIM Data Roaming off, turn automatic data switching off, and turn travel-line Data Roaming on only if the setup email requires it. Turn Wi-Fi off and open one page. If it fails, restore Wi-Fi and run I landed and have no data in Travel Desk.

Open the exact plan page or order details and continue only if hotspot or tethering is explicitly allowed. First make sure mobile data works on the phone with Wi-Fi off. Then connect one device to the phone’s hotspot and open one web page. If the hotspot control is absent, the phone rejects it or the page does not load, turn hotspot off and do not rely on it; contact support with the order number, plan name, phone model and exact result.

Self-serve top-up checkout is not live yet. Keep the current eSIM installed, sign in to My Account and open My eSIMs. If this exact eSIM shows Ask about more data, use it to send a request. It does not buy or apply data. We will email the available option and price. If the control is not shown, contact support with the order number before spending. A similarly named plan will not refill the current eSIM; a separate plan creates a separate eSIM and charge.

Turn Data Roaming on for the travel eSIM only when the original setup email explicitly requires it. Keep Australian-SIM Data Roaming off and turn automatic data switching off. If the phone does not clearly show which line the roaming control belongs to, leave it unchanged and contact support with the exact phone model before testing.