Purchase & Payment

1. How to choose a version
   1. In most cases, we recommend the Global version. Only consider the Asia version if you're in an unsupported region — note that the Asia version cannot be transferred to a different device.
2. Is my phone supported?
   1. Please confirm your phone supports eSIM before placing an order, or use an eSIM adapter such as 9eSIM or eSTK.me.
3. I used Alipay but the purchase failed or was refunded
   1. Alipay's mobile version has strict risk controls. Please try again using the desktop version.
4. I paid but didn’t receive a number
   1. Check if this is the issue mentioned in point (2). If not, contact support at [email protected].
5. Payment failed, now I can’t find the number to repurchase
   1. Orders are locked for 30 minutes. Please try again after 30 minutes or find your order in your purchase history.
6. Payment succeeded but no QR code in email
   1. We do not send QR codes via email. You can view it directly in “My Lines” in your account.
7. Can I change the card type?
   1. Not supported at the moment.

Number Retention

1. What’s the minimum cost to keep my number active?

   1. €0 (free).

2. The validity shown on the website is xxx days. How do I keep the number after that?

   1. Any of the following actions can extend validity to 365 days. If your current validity is already more than 365 days, it will not be extended further.

      

   • Free methods:
     • Making a call (no answer required)
     • Receiving a call (only in certain regions)
     • Clicking “Extend” on the website when validity is below 180 days
     • Receiving balance transfer
   • Paid methods:
     • Topping up
     • Sending an SMS
     • Making a call
     • Receiving a call
     • Using mobile data

Usage

1. Why is there a €0.0001 data charge when I didn’t use it?
   1. Some phones send small amounts of background data — this cannot be avoided.
   2. Anything below 1kB is charged as 1kB, so it won’t cost much. It also helps extend your validity.
2. No signal
   1. Please make sure your balance is greater than zero.
3. Data pricing
   1. Charged per 1kB, minimum €0.0001
   2. Global version: https://esim.gg/rates/global
   3. Asia version: https://esim.gg/rates/asia
4. Can’t make or receive calls
   1. Please ensure that 2G or 3G services are available in your area. Currently, we don’t support VoWiFi or VoLTE.
   2. In regions like the US that no longer support 2G/3G, calling is not available.
5. Why does calling fallback to 2G?
   1. Because VoWiFi and VoLTE are not yet supported. This is expected behavior.
6. Is receiving SMS free?
   1. Yes, it's free.