Simaya support

We're here to help with buying, installing and using your eSIM. Most answers are also in the Help center in the app, which works without internet.

Contact us

Email hello@esperanes.com. We aim to reply by email within two business days.

To help us help you, please include:

• the order reference shown in the app (in Profile, Orders, or on the eSIM's card in My eSIMs);
• your destination and what happened, with the exact error text;
• a screenshot if it helps, with any codes hidden.

Never send activation codes, QR codes, passwords or card details. We will never ask for them.

Before you buy

• Your iPhone must support eSIM and not be locked to one carrier. On a plan's page in the app, "Is this iPhone compatible?" shows whether iOS reports eSIM support. To check the carrier lock, open Settings, General, About: next to Carrier Lock it should say "No SIM restrictions".
• The plans are data only. Your usual number stays on your usual line for calls and texts.
• Each traveller needs their own plan, installed on their own iPhone.
• Check the plan's Key facts: the destinations, data, days, when it starts counting and the deadline to start.

Install your eSIM

1. Install it over Wi-Fi a few days before you travel, so there's time to get help if needed.
2. After you buy, open My eSIMs and tap Install on the plan's card. Apple's eSIM setup opens; follow its steps.
3. Give the new line a label you'll recognise, such as "Travel".
4. Keep the travel line turned off until you land. Most plans start counting their days when they first connect in the destination.

Don't delete the eSIM after installing it. A deleted eSIM usually can't be installed again.

When you land

1. Before landing, turn Data Roaming off on your usual line (Settings, Cellular), so your carrier doesn't charge you for data.
2. After landing, turn the travel line on, choose it for Cellular Data and turn on Data Roaming for it.
3. Give it a minute to find a network.

Installed, but no internet

• Check that the travel line is turned on and selected for Cellular Data.
• Check that Data Roaming is on for the travel line.
• Make sure you're in a destination the plan covers.
• Turn Airplane Mode on and off, or restart your iPhone.
• If the app shows an APN for your plan, check that it matches in Settings, Cellular, the travel line, Cellular Data Network.

Still not working? Email us with the order reference, your destination and the exact error.

Data balance not updating

The usage in the app is the latest report from the network, which can arrive late. Refreshing can't make the network measure again. Compare the time of the usage report with the time of your check.

Cancellations and refunds

You can cancel a plan within 14 days of buying it, as long as its eSIM hasn't been installed, and get the full price back. Ask Apple first: in the app, open Profile, Orders, choose the order and tap "Request a refund from Apple", or go to reportaproblem.apple.com. If Apple declines, email us with the order reference and we will refund you directly. If the eSIM can't be delivered or can't connect because of a fault on our side, we refund it in full. The full policy is in section 7 of the terms of use.

Your account and credit

Signing in is optional; you can buy and install eSIMs without an account. If you sign in with Apple, Google or your email address, your orders, credit and trip settings follow you to another iPhone. Credit from your purchases and referrals lowers the price of your next eSIM in the app; it is never paid out. The rules are in section 10 of the terms of use.

Your information and deletion

Most of what you do in Simaya stays on your iPhone. Deleting the app removes it; it does not delete your account or cancel your eSIM. To remove the eSIM itself, use the iPhone's Settings.

If you're signed in, open Profile, Account details in the app to download your account data or delete the account. Deleting the account forfeits your credit.

To see the information we hold about your orders, or to ask us to correct or delete it, email hello@esperanes.com. Without an account, include the order reference, the purchase date and the amount. We keep order and payment records only as long as accounting law requires. Details are in our privacy policy.

Who we are

Simaya is provided by Esperanes LTD, company number 517155115, 144 Menachem Begin Road, Tel Aviv, Israel. Purchases are made through the App Store and paid to Apple. Read our terms of use and privacy policy.