Frequently Asked Questions

1. When will I receive my eSIM?

Once you have purchased your eSIM, you will immediately receive an email confirmation with the QR code.

If you have not received any mail, please check your SPAM.

Please note that once your eSIM has been purchased, it is no longer possible to return it.

2. Which devices are compatible with eSIM?

Android devices: Google Pixel 2/ 3 / 3 XL / 4 / 4 XL/4a/5, Samsung Galaxy S21+ / S21 Ultra 5G, Samsung Galaxy S20 / S20+ / S Ultra, Samsung Galaxy Note 20 Ultra, Samsung Note  20 /20+/ FE/ Ultra/ Ultra 5G, Samsung Galaxy Fold/ Fold2 5G, Samsung Galaxy Z Flip, Microsoft Surface Pro, Windows 10 PCs, Huawei P40 and P40 Pro, Lenovo Yoga 630, Nuu Mobile X5, HP Spectre Folio, Gemini PDA, Motorola Razr 2019, Palm Palm

In case your device is not listed here but it´s compatible with eSIM, then Sparkroam eSIM can be used.

3. How do I install my eSIM?

After purchasing an eSIM you will receive detailed information on how to add the eSIM to your eSIM capable device.

There are 2 ways to add an eSIM to your device:

Option 1 – Adding the eSIM by scanning the QR Code

To scan the QR Code, follow the below steps on your device:

  1. Settings
  2. Cellular/Mobile
  3. Add Cellular/Mobile Plan.

Scan your eSIM QR Code and enter the 4-digit confirmation code when prompted(if available).

Option 2 – Adding eSIM manually

If you are experiencing issues scanning the QR code or receive the QR code on the device you are using, there is another option on your device that will allow you to enter details manually. You will be asked to enter:

  1. SM-DP+ Address
  2. Activation Code

All of these details are included in the eSIM confirmation details received after purchase.

4. My eSIM is not connecting?

Is the roaming switch ON?

To ensure you are connected you must switch your roaming switch ON when travelling. You can find the Roaming Switch in your iPhone Settings.

For certain smartphone you might need to check your APN settings. These details how to set your APN is included in the eSIM installation instructions you receive after purchasing your eSIM.

Do You Have Coverage?

If you find yourself in an area with limited mobile coverage, or no coverage at all, you will find it difficult to access the internet. Try switching locations and make sure you have enough signal bars to connect to 3G or 4G/LTE.

If you are in good coverage and tried everything else, you can always try a full power-down restart and see if that helps.

Have you selected the right network?

For best use, it is advisable to deactivate the automatic network search and to be notified of the network indicated on your QRCode.

5. I have a 5G phone, and the internet isn't working?

5G is supported by few networks at moment. You must deactivate 5G in your eSIM options and select 4G and or LTE

6. Where can I find my eSIM confirmation code ?

This code can be found in the confirmation details which are sent to you by e-mail after purchasing the eSIM.

7. I cannot scan the QR Code, what do I do ?

If you cannot scan the provided QR Code, you can install the eSIM by entering details manually. You will be asked to enter the SM-DP+ Address, Activation Code all of which are included in the eSIM confirmation details provided after purchase.

8. When does start to count the days of validity?

The validity period of the card begins from the day it is inserted in the phone, for eSIM from the download and activation on a mobile phone.

Sparkroam eSIM data cards have a validity of 1 year after which it can be extended for another 1 year after top up

9. Can I call and send SMS with Sparkroam eSIM?

Sparkroam eSIM cards only include data in the destination country, they do not allow you to make local or international calls.You need to buy LPN separately for this.

You can however use VOIP applications such as WhatsApp or Skype, which use your data plan.