Questions and answers
If your question is not here, write to support@simvito.com. We answer within 24 hours.
How quickly does the eSIM arrive?
Within 5 minutes of a successful payment, sent to the email address you gave at checkout. It is a QR code plus written instructions.
If nothing has arrived after 30 minutes, check the spam folder first, then write to support@simvito.com with your order number.
Do I lose my own phone number?
No. The Simvito eSIM is added as a second line. Your existing number stays active for calls and text messages, including one-time passcodes from banks.
When does the plan start counting down?
For most plans, when the eSIM first connects to a network in the destination country — not when you buy it and not when you install it.
Install it at home over Wi-Fi and it will simply wait until you arrive.
Can I get a refund?
Yes, if the eSIM has not been installed or activated: write to us within 30 days of purchase and we refund in full.
Once an eSIM has been activated it cannot be refunded, because the data allowance is allocated at that point. The exception is a plan that does not work for a technical reason we cannot resolve, which we refund whether or not it was activated. Full details are in the refund policy.
Can I use personal hotspot?
Yes, on every plan, subject to fair use. Tethering consumes data quickly, so watch the allowance if you are sharing with a laptop.
What happens when the data runs out?
The line stops passing data. Nothing renews and nothing is charged automatically. If you need more, buy another plan and install the new QR code alongside the old one.
Can I install the same eSIM on a second phone?
No. Each QR code installs once. If you erase the phone or move to a new device, the profile is gone and cannot be reinstalled from the same code, so keep the eSIM on one device for the whole trip.
Do I get a local phone number?
No. Simvito plans are data only. You can still make calls through WhatsApp, FaceTime, LINE, KakaoTalk or any other app that works over the internet.
Which currency am I charged in?
US dollars. If your card is issued in another currency, your bank converts the amount at its own rate and may add a foreign transaction fee.
Who do I contact if something goes wrong abroad?
Email support@simvito.com with your order number and the phone model. Support runs 09:00-21:00 (UTC+8) and we reply within 24 hours.