FAQs

As the eSIM technology advances, it becomes more prominent and you can find many phone models supporting it. We tried to summarize it and compile a single list that contains most phone models.

The sure way you can verify if your phone is compatible:

iPhone:

Go to Settings → Cellular (or Mobile Data).
If you see ‘Add Cellular Plan’ or ‘Add Mobile Plan’, the phone supports eSIM.

Samsung:

Go to Settings → Connections → SIM Card Manager.
If you see ‘Add Mobile Plan’, the phone supports eSIM.

Google Pixel:

Go to Settings → Networks & Internet → SIMs → ‘+Add more’.
If you are using Pixel 3/3a or a later model, it will be there and that means the phone supports eSIM.

List of compatible phones:

• iPhones introduced in Fall 2018 and later (iPhone XS/XR and all newer models)
• iPads: 10.2, Air, Mini 2019, Pro 11, Pro 12.9
• Google Pixel 3/3a and all the later models
• Samsung phones like Galaxy S20 and others.
• And many more.

See full list below.

IMPORTANT EXCEPTIONS

Some models have exceptions depending on models and markets.

Operator-locked devices:
If your device is locked to a specific carrier due to a contract, it needs to be unlocked first to be able to use the eSIMs sold on our platform.

iPhone:
iPhone models produced for the Chinese market have 2 physical SIM card slots and do not support eSIM. If your iPhone can take 2 physical SIM cards, you won't be able to use eSIM.

Samsung:
Samsung restricts eSIM capability by software in some markets and some model sub-variants. Always check for individual phones by going to Settings → Connections → SIM Card Manager.
If you can see the 'Add Mobile Plan' tab in the eSIMs section, you can use eSIM.

Operator locked devices:
If your device is locked to a specific carrier due to a contract, it needs to be unlocked first to be able to use the eSIMs sold on our platform.

Full List of supported phone models

Apple phones that support eSIM:

• iPhone XS
• iPhone XS Max
• iPhone XR
• iPhone 11
• iPhone 11 Pro
• iPhone 11 Pro Max
• iPhone 12 mini (coming soon to US)
• iPhone 12
• iPhone 12 Max
• iPhone 12 Max Pro
• iPhone 13 mini
• iPhone 13
• iPhone 13 Pro
• iPhone 13 Pro Max
• iPhone 14
• iPhone 14 Plus
• iPhone 14 Pro
• iPhone 14 Pro Max
• iPhone SE (2020)
• iPad Air (3rd Generation)
• iPad Pro (3rd Generation)
• iPad Mini (5th Generation)

Google phones that support eSIM:

• Google Pixel 3/XL
• Google Pixel 3a/XL
• Google Pixel 4/XL
• Google Pixel 4A 5G
• Google Pixel 2/XL
• Google Pixel 5
• Google Pixel 5a
• Google Pixel 6
• Google Pixel 6 Pro

Samsung phones that support eSIM:

• Samsung Galaxy Fold
• Samsung Galaxy S20
• Samsung Galaxy S20+
• Samsung Galaxy S20 Ultra
• Samsung Galaxy Z Flip
• Samsung Galaxy S21
• Samsung Galaxy S21+
• Samsung Galaxy S21+ Ultra
• Samsung Galaxy Fold
• Samsung Galaxy Z Fold2
• Samsung Galaxy Z Fold3
• Samsung Note 20+

An eSIM profile contains carrier and network subscription information, just like a normal SIM card. However, instead of coming in the form of a physical chip, the operator profile information is downloaded directly into the eSIM chip in your phone.

This means your phone has to support eSIM if you want to use it.

A QR code is simply a representation of a download link plus an activation code for your eSIM profile. It is used to easily connect to the eSIM server and download the eSIM profile to your phone.

It is easier to scan a QR code than to type a long string of text, but if for some reason you are unable to scan the QR code, you will have the option to activate your eSIM by entering the required information manually.

Please note: QR codes can be used only once. Once a QR code is scanned and an eSIM profile is downloaded, it cannot be used to download the same eSIM again, whether it is on the same or another device.

Yes, you can. You can store several eSIM profiles in your phone, but you need to choose only one that will be active along with your primary physical SIM. So, the dual SIM functionality means having both:

• Your primary physical SIM, and
• One of your stored eSIM profiles active at the same time.

💡 Did you know?
Starting with iPhone 13, Apple made it possible to have 2 eSIMs active at the same time, while the primary physical SIM card is off. We expect this to become more popular in the future.

It is up to you.

We recommend buying and setting up the eSIM shortly before travel so you can start using it as soon as you land. You can keep the eSIM off until you arrive at your destination.

Yes. If you buy a package that works in multiple countries, you can move between them and it will continue to work.

Normally, we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, and we will get back to you ASAP.

Please see the product description of the package.

There are 3 options:

1. Data-only packages – No phone number and no option for calls and texts.
   “This is a data-only eSIM. It does not come with a phone number.”
2. Has a phone number but no call minutes and SMS –
   “This package does not include any minutes or SMS allowance.”
3. Has a phone number with call minutes and SMS – You will see a phone icon and a mention in the description.

Please remember that if your

In order to activate your new eSIM, follow these steps.

Installing the eSIM will activate it, so only do it when you're ready to use it. We recommend installing it a day or two before traveling to your destination.

Jump to:

• Downloading the eSIM to your phone
• Setting up and using the eSIM

Prerequisites:

• An eSIM-capable phone
• eSIM QR code (received by email or through the MobiMatter app/web)
• Good WiFi connection (avoid satellite connections on ships/airplanes and free WiFi in airports/cafes, as these might not work)

Installing the eSIM

Steps:

1. Go to Settings > Cellular / Mobile Data > Add an eSIM / Add Cellular Plan

2. Select Use QR Code

3. Scan the QR code given to you.

4. After scanning, click on "Activate eSIM". This process may take a few minutes.

5. Done! When you're ready to use the eSIM, follow the steps below.

Set up and start using the eSIM

1. Find the newly added eSIM in the list. If you have multiple eSIMs, the latest one will be at the bottom. In this example, it is labeled "Business". Click on it and enable "Data Roaming".

2. Click on Cellular Plan Label and set a custom label for the plan. We recommend entering your order number.

3. Go to Settings > Cellular (or Settings > Mobile Data).
4. Click on Cellular / Mobile Data at the top of the screen, then select the eSIM you want to use based on the name you set in the previous step.

You can use either of these methods to find out how much data you have left:

Using the eSimsZONE

• Go to the eSimsZONE Website check usage screen.
• Enter your order number to get your usage data.

It is possible to top-up the eSIM with additional packages for most of our major operator partners. You can do this from the Mobimatter App or at mobimatter.com/topup.

The new top-up package will have a new validity period and will not extend the original package.

Using the app

• Go to Profile > My eSIMs and click on the eSIM you want to top up.
• Click on the ‘top up’ option.

Using the website

• Go to the top-up section and choose a package from the same operator.
• When proceeding to payment, enter the order number of the eSIM you want to top up (make sure it's the right one!).

The top-up package does not require any activation steps. Simply continue using the eSIM as normal.

If the operator of the eSIM you bought does not support top-up, or you want to try a package from a different operator, you can simply buy a new package with a new eSIM profile.

Please make sure that you are not using any VPN, and that you have a strong internet connection.

Please keep in mind that only 3D secure cards are accepted by our payment gateway.

Your phone will automatically label your eSIM. This may create a confusing situation where you don't know which one is the correct one or even label two eSIMs with the same label.

We recommend labeling your eSIM with its order number. That way, you will know exactly what eSIM you are looking at. In addition, you will have easy access to the order number, and you can easily check your usage and refer back to the eSIM in the app.

You can also add the name of the location it is for, how much data you have in the plan, etc.

How to do it:

• Go to Settings -> Cellular and click on the eSIM.
• Then click on "Cellular Plan Label" and change freely.