Loading
Help and support
Customers can ask Travio for an instant answer, any time. Sign in to start, or reach a person below.
Travio answers in seconds, at any hour — about plans and coverage, and about your own eSIMs. When it cannot help, it hands the conversation to a person.
Real people, every day. We usually reply the same day.
Raise a query and a person replies, usually the same day. The question, our replies and the eSIM it is about stay together in your account.
You’ll sign in first, so we have somewhere to reply.
Open it from My eSIMs and either tap the one-tap install link on the phone itself, scan the QR code from another screen, or type in the two values we show you. Do it on Wi-Fi before you travel — installing needs a connection, and the one place you will not have one is the airport you land at.
No. An eSIM is locked to the first phone that installs it, and no other phone will accept it — not even after you delete it from the first. So install it on the phone you will travel with, and if you change phones, get a new eSIM for the new one.
Yes, on the same phone. Open it from My eSIMs and install it again with the one-tap link or the same QR code, for as long as the plan is valid. To stop using it for a while, turn its line off in your phone's settings instead of deleting it.
No, one phone at a time. To share its data, turn on Personal Hotspot on the phone with the eSIM and connect the other phone to it.
For most plans, when the eSIM first connects to a network abroad — not when you buy it and not when you install it. A few plans start on install instead; those are labelled "Starts on install" everywhere they appear, including on the plan itself before you buy.
Your phone needs to support eSIM and be carrier-unlocked. Most iPhones from the XR onwards and most recent Android flagships do. If your phone is locked to a carrier, an eSIM will not install however new it is. The quickest check is to dial *#06#: if an EID appears alongside the IMEI, your phone takes an eSIM.
Yes. The eSIM is data only and sits alongside your normal SIM, so calls and texts keep working on your usual number. Turn mobile data off for your home SIM to avoid roaming charges from your own carrier.
On most plans, yes — open the eSIM and choose Top up. It has to be done before the plan expires: our provider refuses top-ups on an expired plan, and there is no way around that from our side.
If we cannot supply an eSIM you have paid for, you are refunded automatically without having to ask. An eSIM that has been installed and used cannot be refunded, because the allowance has already been bought from the network.
New to eSIMs? How an eSIM works