Help & FAQ

An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you install a data plan by scanning a QR code. Your regular SIM stays in your phone, so you keep your number for calls and texts.

Most phones from the last few years do, including iPhone XS and newer, Google Pixel 3 and newer, and Samsung Galaxy S20 and newer. The phone must be carrier-unlocked, and a few regional models (mainland China, Hong Kong, Macau) have no eSIM. Search your model on our compatibility page, or dial *#06#: an EID shown with the IMEI means the phone takes an eSIM.

Travel eSIMs are affordable data plans for a trip: a set amount of data for a set number of days. No Expiry eSIMs are premium data plans whose data never expires, so you keep the eSIM for good and top it up when you need. Voice & Data eSIMs come with a real phone number, unlimited calls and SMS, plus data.

Whichever you choose at the top of the page: AUD, NZD, USD, EUR, GBP or CAD. Prices in AUD include GST and prices in GBP include VAT; the others carry no tax. The price you see is the price you pay, in that currency, at checkout.

No. You can check out as a guest with just an email: your QR code and install details are shown on screen after payment and emailed to you. With an account you can also find your eSIMs later under My eSIMs, see usage and top up.

As soon as you've bought it, while you're on Wi-Fi. For Travel eSIMs, leave it switched off until you arrive, then turn it on and enable data roaming for it. The plan starts when it first connects to a network at your destination.

Open the eSIM in My eSIMs (or the email we sent). On a computer or second screen, scan the QR code with your phone's camera. On the phone itself, tap “Install on iPhone” or “Install on Android”, or enter the SM-DP+ address and activation code by hand.

Usually not: an eSIM profile can only be installed once. Please contact us and we'll look into it.

Return to the confirmation page link in your browser history if you still have it. Otherwise contact us with the email address you used and the date of purchase and we'll help, though for guest orders we can't always recover the details, so please keep the email safe.

Go to your phone's SIM or mobile data settings, select the Pure Freedom eSIM, switch it on, make it the line for mobile data, and enable data roaming for it. Your phone connects within a minute or two.

Yes. Your regular SIM stays active for calls and texts while the eSIM handles data. To avoid roaming charges from your home carrier, turn off data roaming on your regular SIM.

Check that the eSIM is switched on, is selected for mobile data, and has data roaming enabled. Then toggle Airplane mode off and on, or restart the phone. If it still doesn't connect, try selecting a network manually in the mobile network settings, and contact us if that doesn't help.

Open the eSIM in My eSIMs: the usage bar shows what's used and what's left. Tap Refresh usage for the latest figure from the network.

Open the eSIM in My eSIMs and choose a top-up. The data is added to the eSIM you already have, with no new QR code. Voice & Data plans can't be topped up; buy a new plan instead.

By card, Apple Pay or Google Pay, through Stripe. We never see or store your card details.

If an eSIM hasn't been installed and it's within 14 days of purchase, contact us and we'll refund it. Once an eSIM has been installed or has connected to a network it can't be refunded for a change of mind, as the plan is then in use. If the service itself is faulty, your rights under the Australian Consumer Law apply. See the refund section of our terms and conditions.

Your order confirmation email is your receipt. If you need a formal invoice, contact us with your order details and we'll send one.