Support
Most installation problems are solved by the checklist below. Still stuck? Email us and include your order number — never your activation code or QR screenshot in public forums.
Contact us
Email support@globegoesim.com with your order number (find it under Orders). We answer within one business day. In-app support tickets are coming soon.
Troubleshooting basics
- My phone says it can’t add the eSIM. What do I check first?
- Make sure the phone is carrier-unlocked and supports eSIM (Settings → Cellular/Mobile → Add eSIM). Corporate or financed phones are often carrier-locked. Then confirm you have a stable internet connection (Wi-Fi works) — installation needs one.
- I installed the eSIM but have no data at my destination.
- Turn on the eSIM line and enable data roaming for it (yes — roaming on, it’s how travel eSIMs connect to partner networks). Select the eSIM as your mobile-data line, then restart the phone. Data only works inside the plan’s coverage area.
- Can I install the eSIM before I travel?
- Yes, and we recommend it — install on hotel or home Wi-Fi before departure. Most plans start their validity when the eSIM first connects to a network at the destination; the plan page states the activation policy.
- I deleted the eSIM from my phone by accident.
- An eSIM can usually only be installed once. Contact us with your order number and we’ll check whether your profile can be re-issued.
- How do refunds work?
- Unused, never-installed eSIMs may qualify for a refund — see the refund policy. Once a profile has been installed or has used data, it can’t be returned.
- My usage meter looks behind.
- Usage is reported by local telecom networks and can lag by several hours. Treat the meter as an estimate.