FAQ
1. What is eSIM?
a. eSIM is a virtual SIM profile downloaded onto the mobile phone by OTA (over the air) for mobile data connectivity. It works like a physical SIM but it is vritual.
b. For our eSIM, it will be in the form of a QR to be scan on the phone of use.
2. How do I know if my phone supports eSIM?
a. Simply type *#06# on your phone keypad as though you are making a call and if you see EID and/or iEID information displayed, your phone supports eSIM.
3. If my phone has 2 SIM cards slots, can I use eSIM?
a. Please confirm by doing the eSIM test *#06#. If it supports, it should work unless you already have 2 SIMs and/or it is made in China and for China market. If you have 2 SIMs, remove one before you use the eSIM as every phone only has 2 mobile radios and eSIM uses one of them.
4. If my phone does not support eSIM at all, what option do I have for your service?
a. We have options for physical SIM and MiFi (Mobile WiFi). Please contact esimhelp@solutions4u.me.
5. Can I have many eSIMs on my phone?
a. Yes, you can have many eSIMs profile on your phone but only one can be active at any one time.
6. Will the eSIM that I have installed delete itself?
a. No, it will not but depending on the package you have purchased it will be valid or invalid. As a best practice, it is best that you delete eSIMs that are not in use anymore.
7. Is your eSIM single use or multiple use?
a. Currently ALL our eSIMs are for single device and single use only. For long term and multiple eSIMs please contact esimhelp@solutions4u.me.
8. Will the eSIM use more power on my phone?
a. It will only consume as much power as a normal physical SIM would. If you have 2 SIMs (including eSIM) running concurrently, it may consume more power than a single SIM.
9. What is your coverage for eSIM?
a. Our eSIM currently covers most travelled counties in the world with the exception of Antarctica and Falklands.
10. What are the regions that you cover?
a. We cover most regions that people travel to except for the Antarctica and Falklands.
11. What if I cannot find a country or region that I want to use the eSIM?
a. In the unlikely event that you cannot find a country or region that you want to use the eSIM, kindly contact esimhelp@solutions4u.me. We will assist and advise you accordingly.
12. What are the packages that I can buy?
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- Country/region of travel
- Period of travel (days)
- Data (how much data you intend to use)
13. What if I cannot find a package that I want?
a. In the unlikely event that you cannot find a package that suits you, please contact esimhelp@solutions4u.me and we will assist you accordingly.
14. When will my package mobile data package starts?
a. It will start based on first data connection in the country of use. Only turn your roaming data on when you arrive in the country of use.
15. Can I cancel and/or get refund for my eSIM after purchase?
a. No, we cannot get refund and/or cancel your eSIM once you purchased it. We may do so based on a case-by-case basis and it is solely up to us to decide.
16. What is the payment method?
a. If you are an Enterprise that has signed an agreement with us, you may be on post-paid. For SME and individuals’ users, we can accept VISA, Master and American Express as online payment via our portal.
17. How long is the eSIM QR valid?
a. As long as the eSIM QR is not downloaded onto the phone, the eSIM QR code is valid for 30 days from receipt. No extension is allowed, and it will expire automatically.
18. What if I am using the eSIM in HK and Taiwan?
a. For all eSIMs used in HK and Taiwan, you will need to register your eSIM on https://global.cmlink.com/store/realname?LT=en. You will need to input your email address, mobile number, eSIM ICCID (can be found below your eSIM QR and payment receipt) and a copy of your passport (upload image or take photo during registration). One inbound user can register up to 10 eSIMs. This is only required for HK and Taiwan due to local regulations for inbound eSIMs..
19. What is Fair Usage Policy?
a. Fair Usage Policy is an agreement between you and us that manage the do and don’t’s on the network when using the eSIM services. It is available on the portal under Terms & Conditions. Please refer to it for the details.
20. If I need help, where should I go?
a. You may email to us at esimhelp@solutions4u.me. Email support is based on working hours from 9am to 6pm Singapore time.
21. If I want to provide feedback about the eSIM service, what should I do?
a. You may email your feedback to us at feedbackesim@solutions4u.me. We value your feedback to improve our service to you.
22. What languages do you support over email?
a. Currently we only support English and Simplified Chinese and it is only over email during office hours from Monday to Friday from 9am to 6pm excluding public holidays in Singapore.
23. If I am a foreigner, can I purchase the eSIM?
a. Yes, you can as long as you can make the payment on the portal and your phone supports eSIM as per the test in #2.
24. Do I need to provide my ID or passport when I buy the eSIM if I am local or foreigner?
a. No need to provide ID or passport for both local and foreigner. You just need to do a one-time registration on the portal, and you are good to go.
25. How do I purchase the eSIM?
a. Go to the portal and register yourself first. Once that is done login and you can purchase your eSIM online and for as many time as you like.
26. Do I need internet connectivity when I scan and download the eSIM?
a. Yes, you will need internet connectivity to do that so please scan and install the eSIM at least one day prior to travel.