Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM card built into your device. Instead of inserting a physical SIM card, you can activate a cellular plan digitally. It works just like a traditional SIM but is more flexible and convenient.

Question 2

Is my device compatible with eSIM?

Accepted Answer

Most modern smartphones support eSIM, including iPhone XS and newer, Google Pixel 3 and newer, and Samsung Galaxy S20 and newer. Check our Device Compatibility page for a full list.

Question 3

How do I know if my phone is unlocked?

Accepted Answer

Contact your carrier to confirm your device is unlocked. Most phones purchased directly from manufacturers or at full price are unlocked. Carrier-locked devices won't work with eSIMs from other providers.

Question 4

How long does delivery take?

Accepted Answer

Your eSIM is delivered instantly after purchase! You'll receive an email with your activation link and instructions within seconds. No waiting for physical delivery.

Question 5

I claimed a free eSIM — where is it?

Accepted Answer

Check the inbox you claimed with for an email named "Your free eSIM is ready" (look in spam too). It has your one-tap install link, QR code, and manual codes. Lost it? Enter the same email on the free eSIM page again — you'll get a button to re-send your install link.

Question 6

Do I have an account? How do I log in?

Accepted Answer

Yes — buying or claiming with your email creates a Lumbus account automatically. There's no password yet: on the login page tap "Forgot password", enter the same email, and set one. Your dashboard then shows your eSIMs and remaining data.

Question 7

How do I install my eSIM?

Accepted Answer

For iPhone (iOS 17.4+) and Android (10+): Tap the one-tap installation link we provide to install automatically. On older devices: scan the QR code from your email — display it on another screen and scan it with the phone you're setting up. Manual option: copy the activation code, then on iPhone go to Settings > Cellular > Add eSIM > Use QR Code > Enter Details Manually > Paste, or on Android Settings > Network & Internet > SIMs > Add eSIM > Enter activation code > Paste. After installation, enable the eSIM line and turn on Data Roaming.

Question 8

Do I need to turn on Data Roaming?

Accepted Answer

Yes! Data Roaming MUST be enabled for your eSIM to work. For iPhone: Settings > Cellular > [Your eSIM] > Data Roaming > ON. For Android: Settings > Network & Internet > SIMs > [Your eSIM] > Roaming > ON. Without this, your eSIM won't connect to networks.

Question 9

When should I install my eSIM?

Accepted Answer

You can install your eSIM anytime after purchase, but only turn on Data Roaming when you arrive at your destination. This ensures your validity period starts when you actually need it. Install before your trip so you're ready to connect when you land.

Question 10

Can I install the eSIM before my trip?

Accepted Answer

Yes! We recommend installing the eSIM before you travel so it's ready to use. Just don't enable Data Roaming until you reach your destination. Your validity period starts when you first connect to a network with Data Roaming on.

Question 11

What if the one-tap install doesn't work?

Accepted Answer

Scan the QR code from your email instead — display it on another screen and scan it with the phone you're setting up. Or enter the details manually: copy the activation code from your email, go to your device's eSIM settings, select "Enter Details Manually", and paste the code.

Question 12

Do I need to remove my primary SIM card?

Accepted Answer

No! Your eSIM works alongside your existing SIM. You can use both simultaneously - for example, keep your primary SIM for calls and SMS, while using the eSIM for data.

Question 13

Can I use hotspot/tethering?

Accepted Answer

Yes! All Lumbus eSIM plans support mobile hotspot and tethering. You can share your data connection with other devices like laptops or tablets.

Question 14

What speeds can I expect?

Accepted Answer

You'll get 4G/LTE or 5G speeds depending on your plan and local network availability. Our eSIMs automatically connect to the best available network in your destination.

Question 15

What happens when I run out of data?

Accepted Answer

When you run out of data, your connection will stop. You can purchase a top-up from your dashboard to add more data to the same eSIM — no new QR code, no reinstall. Your validity is extended too: the top-up plan's days are added to your remaining days.

Question 16

Can I name my eSIM so I don't mix it up with others?

Accepted Answer

Yes. When you install an eSIM, your phone lets you give it a label — name it something you'll recognize, like "Japan trip", so you can always tell your eSIMs apart and won't delete the wrong one later. You can rename it anytime in your phone's eSIM settings (iPhone: Settings > Cellular > tap the eSIM; Android: Settings > Network & Internet > SIMs > tap the eSIM).

Question 17

Should I delete old eSIMs before installing a new one?

Accepted Answer

It helps to clear out eSIMs that have expired or that you've finished with before adding a new one, so your list stays tidy and you don't mix them up. Just be careful to remove only old ones. If you delete one by mistake, you can usually reinstall it on the same phone by tapping its original install link or re-scanning its QR code — as long as the plan is still valid, active and has data left. It can't be moved to a different phone, though, so it's safest not to delete an eSIM until your trip is over and its data is used up.

Question 18

What payment methods do you accept?

Accepted Answer

We accept Apple Pay, Google Pay, and all major credit cards (Visa, Mastercard, Amex, Discover). All payments are securely processed through Stripe.

Question 19

When does my plan start?

Accepted Answer

Your plan validity starts when you first connect to a mobile network with data enabled. Installing the eSIM doesn't start the countdown - only using it does.

Question 20

Can I get a refund?

Accepted Answer

Yes, you can request a refund if your eSIM has not been installed. Once installed, eSIMs cannot be refunded as the service has been delivered.

Question 21

Do you offer unlimited data plans?

Accepted Answer

We offer data plans from 500MB up to 50GB with validity from 1 to 180 days. For most travelers, 5-10GB is sufficient for navigation, messaging, and moderate browsing. Check our plans page for specific options.

Question 22

My eSIM isn't connecting. What should I do?

Accepted Answer

The #1 reason is Data Roaming not being enabled! Check: 1) Data Roaming is ON for your eSIM (Settings > Cellular > [Your eSIM] > Data Roaming), 2) Your eSIM is set as the data line, 3) Airplane mode is OFF. Try toggling airplane mode on/off, or restart your device.

Question 23

I see "No Service" on my device.

Accepted Answer

First, make sure Data Roaming is enabled for your eSIM - this is the most common cause! Then check: you're in an area with coverage, airplane mode is off, and the eSIM is installed correctly. For iPhone: Settings > Cellular > [Your eSIM] > Data Roaming > ON.

Question 24

I installed the eSIM but have no internet.

Accepted Answer

You need to enable Data Roaming! For iPhone: Go to Settings > Cellular > tap your eSIM > turn on Data Roaming. For Android: Settings > Network & Internet > SIMs > tap your eSIM > turn on Roaming. Also make sure your eSIM is selected as the data line.

Question 25

How do I check my data usage?

Accepted Answer

You can check your data usage in two ways: 1) Through your device's settings (Cellular/Mobile Data), or 2) In your Lumbus dashboard where you can see real-time usage statistics.

Question 26

Can I use my eSIM in multiple devices?

Accepted Answer

No, each eSIM can only be installed on one device. If you need connectivity for multiple devices, you can either use hotspot/tethering or purchase separate eSIMs.

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