Help center

Frequently asked questions

Everything you need to know before buying and installing a Simbo travel eSIM.

What is a travel eSIM?

An eSIM is a digital SIM built into your phone. You install a travel plan with a QR code — no plastic card and no airport SIM counter.

How fast do I get the eSIM after payment?

Right after a successful payment you receive an email with an install button and QR code. You can also open the order page from your account.

When does validity start?

Validity usually starts with the first network connection at your destination — not at purchase time. Exact rules appear on each plan.

Can I keep using my regular number?

Yes. Keep your home SIM for calls and WhatsApp (Wi‑Fi or your home line), and use the Simbo eSIM for mobile data abroad.

What if I need help at the airport?

Our support team is available around the clock to help with install and connection until you are online.

Do prices include VAT?

Yes. Storefront prices include Israeli VAT (18%) where applicable.

Does my phone support eSIM?

You need an unlocked, eSIM-capable device. Use our on-site device checker, or dial *#06# — if an EID appears, your phone supports eSIM. On iPhone: Settings → Cellular → Add eSIM.

When should I install the eSIM?

Install at home on Wi‑Fi before you fly. Validity usually starts only when you first connect to a network at your destination — so you can install early and turn on mobile data on arrival.

Does it support Hotspot / tethering?

Most plans support Hotspot. Check the label on each plan card before you buy — if it says no Hotspot, you can't share data with other devices.

Can I make calls and send SMS with the eSIM?

Simbo plans are mainly for data. Regular calls and SMS stay on your home SIM. For WhatsApp, FaceTime and other internet calling, use the eSIM data connection.

What if I run out of data?

If your plan supports a data top-up, you can buy more from the order page or your account — without installing a new eSIM. Otherwise you can buy another plan for the destination.

Can I use the same eSIM in multiple countries?

It depends on the plan: a local plan covers one country; a regional plan covers several countries in a region. Check the destination list on the plan page before purchase.

Can I get a refund?

An eSIM that was not installed and not activated on a network may qualify for a refund or replacement after support review. Once installed or activated, plans are usually non-refundable except for delivery failures. Contact us on WhatsApp with your order number.

How do I avoid roaming charges from my home carrier?

After install, set the Simbo eSIM as your cellular data line and enable data roaming only on it. Turn off data roaming on your home SIM so it can still receive calls and SMS without billing mobile data abroad.