Frequently Asked Questions

An eSIM (embedded SIM) is a virtual SIM card that's built directly into your device. Instead of inserting a physical SIM card, you can activate a mobile plan by scanning a QR code or downloading a carrier profile.

eSIMs work just like traditional SIM cards but offer more flexibility - you can switch between carriers without physically changing cards, and many devices support multiple eSIM profiles.

Most modern smartphones support eSIM technology, including:

• iPhone XS and newer models
• Google Pixel 3 and newer
• Samsung Galaxy S20 and newer
• Many newer Android devices
• iPad Pro and iPad Air models
• Apple Watch cellular models

Your device must also be carrier-unlocked to use eSIM services. Check your device specifications to confirm eSIM support.

We recommend activating your eSIM on the same day as your departure or arrival at your destination. You'll need a Wi-Fi connection to complete the activation process.

No, eSIMs cannot be transferred between devices. Once an eSIM is installed and activated on a device, it's permanently linked to that specific device. If you need to use a different device, you'll need to purchase a new eSIM plan.

Try these troubleshooting steps:

1. Ensure your device is in an area with network coverage
2. Check that data roaming is enabled for your eSIM
3. Restart your device
4. Toggle airplane mode on and off
5. Verify your eSIM plan is still active and has remaining data
6. Check if APN settings need to be configured manually

If issues persist, contact our customer support team for assistance.

Internet speed can vary due to several factors:

• Location: Rural areas may have slower speeds than urban areas
• Network congestion: High usage during peak hours can affect speed
• Data usage: Some plans may throttle speed after reaching certain limits
• Device compatibility: Ensure your device supports the local network bands

For optimal performance, connect to Wi-Fi when available and close unnecessary background apps.

Hi eSIM plans are data-only and do not include voice calling or SMS capabilities. However, you can make calls using internet-based services like:

• WhatsApp Voice/Video calls
• Skype, Zoom, or FaceTime
• Telegram or Viber calls
• Other VoIP applications

When you reach your data limit:

• Daily Plans: Speed is reduced to 128kbps until the next day (12 AM Malaysia Time)
• Total Data Plans: Speed is reduced to 128kbps for the remaining plan duration

You can purchase additional eSIM plans if you need more high-speed data during your trip.

No, there are no roaming charges with Hi eSIM plans. You pay a flat rate for your chosen data package, and that's it. However, it's important to:

• Turn off data roaming for your primary SIM card
• Ensure you're connected to the eSIM network
• Monitor your data usage to avoid overage