❓ Help & answers
Frequently asked questions
Clear answers about ordering, installation, use and support.
What is an eSIM?
An eSIM is a digital SIM profile installed on your smartphone. No plastic SIM card is shipped.
Does my phone support eSIM?
Use our device checker and also confirm that your device has no carrier lock. Imported or regional variants may differ.
How do I receive my eSIM?
After successful payment, the QR code and installation details are sent to the email address used at checkout.
When should I install it?
Install the eSIM before your trip using stable Wi-Fi. Activate mobile data and roaming for the travel eSIM at your destination.
Do I need data roaming?
Yes, data roaming normally must be enabled on the travel eSIM. Keep it disabled on your regular SIM.
Can I keep my regular SIM active?
Yes on dual-SIM devices, but select the travel eSIM for mobile data and disable automatic data switching.
The eSIM is installed but there is no internet.
Check that the eSIM is enabled, selected for mobile data and has data roaming enabled. Then toggle airplane mode and restart the device.
Can I use hotspot?
Hotspot availability depends on the plan, device and partner network and cannot be guaranteed for every plan.
Will I always get 5G?
No. 4G/5G and speed depend on device, location, coverage, network load and the local partner network.
What does unlimited with fair use mean?
You receive the stated high-speed allowance each day. After that, speed is reduced until the daily reset.
Can I delete or transfer the eSIM?
Do not delete it during your trip. Many profiles can be installed only once and usually cannot be transferred after installation.
Can I cancel or get a refund?
Contact us immediately before installation or activation. Once a digital eSIM has been generated, delivered, installed, activated or used, refunds may be excluded where permitted by law.
How do I contact support?
Use the WhatsApp button or email support@livagoo.com. Never share your QR code publicly.