Device Compatibility
Make sure your phone supports eSIM technology before purchasing and installing an eSIM.
Support
Customer Support & eSIM Guidance
Get help with device compatibility, eSIM installation, activation, troubleshooting and common questions.
QUICK HELP
Find the support you need
Explore our guidance before installing or activating your eSIM.
eSIM Installation
Follow the appropriate installation instructions for your iPhone or Android device.
Activation & Troubleshooting
Find guidance for activation issues, mobile data settings and common eSIM problems.
DEVICE CHECK
Is your device eSIM compatible?
eSIM compatibility varies by device model, region and carrier. Please confirm compatibility before purchasing.
Check your device
Most recent flagship and mid-range smartphones support eSIM, but compatibility is not guaranteed for every model or region.
- Check that your device supports eSIM.
- Make sure the device is not carrier locked.
- Confirm compatibility for your specific model and region.
- Check the live Airalo listing before purchasing.
INSTALLATION
How to install your eSIM
Installation steps may vary slightly depending on your device.
iPhone
- Open Settings.
- Select Cellular or Mobile Data.
- Select Add eSIM.
- Follow the on-screen installation instructions.
- Enable the eSIM when you are ready to use it.
Android
- Open your device Settings.
- Go to Connections or Network & Internet.
- Select SIM Manager or the eSIM option.
- Select Add eSIM.
- Follow the installation instructions shown on your device.
QR Code Installation
- Open the eSIM installation section on your device.
- Select the option to use a QR code.
- Scan the QR code provided for your eSIM.
- Follow the on-screen instructions.
- Complete activation according to the plan instructions.
MOBILE DATA
APN & Mobile Data Configuration
Some eSIM plans may require specific mobile data or APN configuration. Settings can vary by destination and plan.
- Make sure the eSIM is selected for mobile data.
- Enable mobile data for the eSIM.
- Enable data roaming if required by the plan.
- Use APN settings provided with the applicable Airalo plan.
- Do not change APN settings unless instructed by the provider.
TROUBLESHOOTING
Having trouble activating your eSIM?
No Mobile Data
Check that the eSIM is enabled, selected for mobile data and that the required roaming settings are enabled.
eSIM Not Connecting
Check your network settings, restart your device and confirm that the plan is active and supported at your destination.
Activation Problems
Confirm that you are following the installation instructions provided with your eSIM plan.
Deleted eSIM
Do not delete an installed eSIM unless you are sure it can be reinstalled. For recovery or replacement assistance, please contact Airalo support where applicable.
REFUNDS
Refund & Cancellation Support
eSIM purchases are completed through Airalo. Refunds, cancellations and eSIM usage are therefore subject to Airalo's applicable policies and Terms of Service.
TransConnect does not independently promise or process refunds for eSIM purchases.
Please refer to Airalo's current refund policy and support channels for the applicable procedure.
Visit Airalo SupportFAQ
Frequently Asked Questions
How do I know if my phone supports eSIM?
Check your device specifications and confirm compatibility for your exact model, region and carrier.
When should I install my eSIM?
Follow the installation instructions supplied with your plan. Activation and usage timing can vary by plan.
Do I need to enable data roaming?
Some plans may require data roaming to be enabled. Follow the instructions provided for your specific Airalo plan.
Why is my eSIM not connecting?
Check that the eSIM is enabled, selected for mobile data, compatible with your destination and correctly configured.
Can I get a refund for my eSIM?
Refund eligibility is subject to Airalo's applicable refund policy and Terms of Service.
What happens if I accidentally delete my eSIM?
Do not delete an eSIM unless you are sure it can be reinstalled. Contact Airalo support for assistance where applicable.
NEED MORE HELP?
Contact Support
If you need assistance with your TransConnect website enquiry, please contact our support team.
Support Email: support@transconnect.global
Support Hours: Monday–Friday, during UK business hours.
Expected Response Time: We aim to respond to support enquiries within one business day.