eSIM FAQ
Everything you need to know before buying and installing your travel eSIM.
Getting Started
- What is an eSIM?
An eSIM is a digital SIM built into your phone. Instead of buying a physical SIM card and swapping it into your phone, you scan a QR code and your data plan installs over the air.
- How is BrilliSIM different from buying a SIM at the airport?
You set it up before you fly, keep your home number active alongside the eSIM, and usually pay less than airport SIM shops that add a convenience markup.
- How much does it cost?
Plans start at €1.99 depending on destination and data amount. Most plans for popular destinations range from €1.99 to €19.99.
- What destinations do you cover?
We offer plans for 150+ countries and territories, plus regional multi-country plans like Europe and Southeast Asia.
Compatibility
- Is my phone eSIM compatible?
Most phones released since 2020 support eSIM, including iPhone XS+, Samsung Galaxy S20+, and Pixel 3a+. Quick check: if your settings show Add eSIM or Add Mobile Plan, your phone supports eSIM.
- I have a carrier-locked phone. Can I use eSIM?
It depends on your carrier. Some carriers lock eSIM even when the hardware supports it. Check that your device is unlocked for eSIM use.
- Can I use eSIM on my iPad or tablet?
Yes, if your tablet supports eSIM. Most modern iPad cellular models and some Samsung tablets support it.
- Does eSIM work on laptops?
Some laptops with cellular modems support eSIM, but our plans are optimized for phones and tablets and laptop support can vary by device.
Installation & Setup
- How do I install the eSIM?
After purchase, your QR code appears instantly on screen. You can install it with one tap directly on iPhone (iOS 17+) or Android 10+, or scan the QR code with your phone camera from another device. Setup takes about 60 seconds.
- Can I install the eSIM before my trip?
Yes, and we recommend it. Install on Wi-Fi before departure. The plan's validity period begins on first network connection at your destination, not at installation.
- What if the QR code doesn't scan?
Try using the one-tap install links for iPhone or Android instead — these bypass the QR code entirely. If you're scanning from a second device, increase screen brightness and ensure nothing is covering the code. For manual entry, you can copy the activation code shown on the page. If you still have issues, contact support and we'll help.
- Can I install the eSIM on more than one device?
No. Each eSIM is tied to one device and the QR code can only be used once.
Using Your eSIM
- Can I keep my regular phone number?
Yes. Your home SIM stays active for calls and texts while the travel eSIM handles mobile data.
- When does my data start counting?
Most plans start on first network connection at your destination, not at installation time.
- Can I use my eSIM as a hotspot?
Most plans allow hotspot/tethering, but it depends on plan and network policy. Check the plan details before purchase.
- What happens when I run out of data?
Data access stops until you top up or purchase another plan. Wi-Fi and your home SIM still work as normal.
- Can I use the eSIM for calls and texts?
BrilliSIM plans are data-only. You can keep using your home line for calls/texts or internet calling apps like WhatsApp and FaceTime.
- Do multi-country plans work when crossing borders?
Yes. Regional plans keep working across covered countries without reinstalling or switching SIMs.
Troubleshooting
- My eSIM is installed but I have no signal at my destination.
Toggle Airplane Mode, ensure Data Roaming is on for the eSIM line, restart your phone, and confirm the eSIM is selected for data. If it still fails, contact support.
- My data is very slow.
Check remaining data, toggle Airplane Mode, and retry. Congestion can happen at peak times. If the issue persists, contact support.
- I accidentally deleted my eSIM. Can I reinstall it?
A QR code can only be used once. If deleted, contact support and we will help with a replacement where possible.
Billing & Support
- What payment methods do you accept?
We accept major cards (Visa, Mastercard, American Express) and digital wallets including Apple Pay and Google Pay.
- What is your refund policy?
If your eSIM does not work as expected or you are not satisfied, contact us at hello@brillisim.com with your order details and we will process a refund. See our full refund policy for details.
- How do I contact support?
Email hello@brillisim.com. We aim to respond as quickly as possible, typically within 24 hours.