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Getting started
Check device compatibility and learn the basics before purchasing.
Help center
eSIM support
Find practical answers for choosing, installing, and using your encryptSIM eSIM. Start with the topics below or contact our support team if your question is specific to an order.
Need direct help?
Email support@encryptsim.com with your order reference, device model, and a description of the issue. Do not send wallet seed phrases or private keys.
Find the right answer
Browse common questions across the full eSIM journey, from compatibility checks to connection troubleshooting.
Payment
Understand checkout, payment confirmation, and crypto network details.
Delivery and activation
Find your eSIM details and install them on your device.
Plans and coverage
Choose a plan and understand where your mobile data works.
Troubleshooting
Resolve common connection issues and review refund guidance.
Getting started and device compatibility
Confirm that your device is ready before you order.
How do I know whether my device supports eSIM?
Check our compatible devices list and your manufacturer's specifications. Your device must support eSIM and be carrier-unlocked. Regional variants of the same model can differ, so confirm the exact device variant.
What is an eSIM, and can I use it with my regular SIM?
An eSIM is a digital SIM profile installed on a compatible device. Many phones support a physical SIM and an eSIM at the same time. Read what an eSIM is for installation basics and dual-SIM guidance.
Payment
Review payment details carefully before confirming a transaction.
Which payment methods are available?
Current payment methods are displayed at checkout. If you choose crypto, use only the asset and blockchain network shown for that order. Availability may change and should not be inferred from a previous checkout.
Why is my crypto payment still pending?
A crypto payment may remain pending while the network confirms it or while the processor matches the amount and destination. Confirm that you sent the exact requested asset on the correct network. Blockchain transfers are generally irreversible.
eSIM delivery and activation
Your installation details are delivered digitally after a successful order.
Where can I find my eSIM installation details?
Open your dashboard and select the relevant order or eSIM. If the details are not available after payment confirmation, email support with your order reference.
When should I install and activate my eSIM?
Install while you have a stable internet connection. Installation adds the profile to your device; activation starts network use according to the plan's instructions. Follow the details supplied with your eSIM so you do not activate it earlier than intended.
Can I reinstall a deleted eSIM?
Do not delete an installed eSIM unless instructed. Reinstallation support depends on the profile and provider, and a deleted profile may not be reusable. Contact support before removing it if you are troubleshooting.
Plans and coverage
Coverage and allowances depend on the plan selected.
How do I choose the right plan?
Compare the supported destinations, included data, validity period, and price shown on the plan page. Estimate your usage before buying, especially if you expect to stream video, tether another device, or upload large files.
Will the eSIM work everywhere in a supported destination?
Coverage depends on local partner networks, signal conditions, geography, device support, and network availability. A listed destination does not mean uninterrupted service in every location.
Can I make calls or send SMS messages?
Check the selected plan's description for included services. If it is data-only, use internet-based calling and messaging apps or keep your primary SIM active for regular calls and SMS. Your primary carrier may charge roaming fees.
Troubleshooting and refunds
Try these checks before contacting support.
What should I do if the eSIM will not connect?
Confirm that:
- the eSIM line is enabled and selected for mobile data;
- data roaming is enabled for the eSIM if the instructions require it;
- the APN matches the installation details;
- your device is in a covered destination with available signal; and
- airplane mode is off after restarting the device.
How do refunds work?
Refund eligibility depends on the order status, whether the eSIM has been installed or used, and the applicable terms. Review the terms of service and contact support with your order reference for an assessment.
What information should I send to support?
Include your order reference, device make and model, current country, the troubleshooting steps already attempted, and screenshots that do not expose sensitive information. See our privacy policy for information about how personal data is handled.
Ready to connect?
Choose an eSIM plan for your next trip and install it digitally.