Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM card built directly into your device. Unlike physical SIM cards, you don't need to insert anything — just scan a QR code or enter an activation code and your device connects to the network.

Question 2

How does CloudOn work?

Accepted Answer

CloudOn lets you buy a data plan for your destination before you travel. After purchase, you receive a QR code by email and in your account. Scan it to install the eSIM, then enable it when you arrive. You'll be connected to local networks without roaming fees.

Question 3

How do I install an eSIM on iPhone?

Accepted Answer

On iPhone: Go to Settings → Cellular → Add eSIM → Use QR Code. Scan the QR code from your CloudOn account or email. Follow the on-screen prompts to complete installation. Then set the CloudOn eSIM as your data plan.

Question 4

How do I install an eSIM on Android?

Accepted Answer

On most Android devices: Go to Settings → Connections (or Network & Internet) → SIM Manager → Add eSIM. Scan the QR code from your CloudOn account. The steps may vary slightly by manufacturer.

Question 5

How do I know if my device supports eSIM?

Accepted Answer

Check our Compatibility page for a full list of supported devices. Generally, most iPhones from XS onwards, Google Pixel 3+, and Samsung Galaxy S20+ support eSIM.

Question 6

What's the difference between local, regional, and global plans?

Accepted Answer

Local plans work in a single country and are usually the best value for one-destination trips. Regional plans cover multiple countries in a region (e.g., Europe, Asia). Global plans work in 190+ countries worldwide — perfect for frequent travelers.

Question 7

When does my data validity start?

Accepted Answer

Your data validity starts when you first connect to a network using your CloudOn eSIM — not when you purchase or install it. If you buy a 7-day plan but don't activate it for a week, you still get 7 full days of data.

Question 8

Can I top up an existing eSIM?

Accepted Answer

Yes! If you run out of data, you can purchase a top-up directly from your eSIM detail page in your CloudOn account. You won't need a new QR code — top-ups are added to your existing eSIM.

Question 9

Can I get a refund?

Accepted Answer

Please review our Refund Policy page for details on refund eligibility (including timing and plan exceptions). If you have a technical issue, contact our support team and we will review your case.

How can we help?

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