Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM card built into your phone. Instead of a physical card, you scan a QR code and a mobile data plan is installed — no shop, no waiting. Your normal SIM stays in the phone, so you keep your home number for calls and WhatsApp.

Question 2

Will it work on my phone?

Accepted Answer

Your phone must be eSIM-capable and carrier-unlocked. The quickest check: dial *#06#. If you see an EID number, your phone supports eSIM. Most iPhones from XS (2018) and recent Samsung, Google Pixel, and other flagships are supported.

Question 3

How do I install it?

Accepted Answer

After paying, you get a QR code instantly. On Wi-Fi, go to Settings → Mobile/Cellular → Add eSIM, and scan the code. We strongly recommend installing before you fly, while you still have internet at home.

Question 4

When does my data start counting?

Accepted Answer

Validity starts when the eSIM first connects to a network at your destination — not when you buy it. So you can set it up at home and it only begins counting when you land.

Question 5

Can I still use WhatsApp and my home number?

Accepted Answer

Yes. The eSIM only carries data. Your physical SIM stays active for your number, calls, and SMS — just turn off data roaming on it to avoid charges, and use the eSIM for internet.

Question 6

How do I pay?

Accepted Answer

Pay in Kenyan Shillings with mobile money (you get an STK PIN prompt on your phone) or with a Visa/Mastercard. Prices already include all fees — what you see is what you pay.

Question 7

What if my data runs out?

Accepted Answer

You can top up or buy a new plan any time from your dashboard. We also alert you at 50%, 80% and 100% usage so you are never caught off guard.

Question 8

What is your refund policy?

Accepted Answer

Because eSIMs are delivered instantly and tied to your device, we cannot refund a plan once the QR has been issued and the device is compatible. If we ever fail to deliver a working eSIM, you are refunded automatically.

Frequently asked questions