FAQ

An eSIM (embedded SIM) is a digital SIM card that can be installed directly into your smartphone or other mobile device. It is an alternative to the physical, removable SIM card you are used to.

Yes, you can do it by entering the Holafly Center or through our App.

In case you cannot find your code, please contact our customer team at help@holafly.com or via online chat at holafly.com and one of our agents will resend it to you by email.

Yes, for your eSIM to get better coverage you must leave the “Mobile Roaming” option activated. Please note that using this option does not entail any extra charges for you or any surprise bills as long as you have configured the Holafly eSIM for your mobile data.

With your Holafly eSIM you can connect at 4G, LTE and 5G speeds like any local data line. However, keep in mind that in remote areas or areas with poor coverage, your mobile phone may connect at lower speeds.

To keep your number on WhatsApp, you don't need to configure anything. If you don't activate a new number on WhatsApp, you'll always keep the old one.

Once you make the payment, we will send your Holafly eSIM to the email address you entered during the purchase process. Say goodbye to the days when you had to wait for a physical SIM card in the mail.

Some Holafly eSIM cards include a mobile number and you can make and receive calls.

Unfortunately, it is not possible to send or receive SMS. With the mobile data on the eSIM you can continue using your instant messaging apps such as WhatsApp or iMessage.

Holafly offers a convenient and cost-effective eSIM solution for travelers. Compared to other eSIM providers, Holafly stands out with its wide coverage, competitive data plans, and affordable pricing. With Holafly, you can easily set up your eSIM and enjoy reliable network coverage while traveling.

At Holafly we are aware that our users may experience unforeseen events after making a purchase. Therefore, you can request a refund in the following situations:

– You purchased the eSIM without checking the compatibility of your phone.
– You have cancelled your trip or no longer need the eSIM.
– Our eSIMs generally work flawlessly, but if you experience connection issues, we can provide you with a full or partial refund.

Once the refund is approved, you will receive the money in the same account you used to make the payment. This process can take between 5 to 10 business days.

For more details and terms, please read our Refund Policy.

If you are using an Apple device, you can use your physical SIM and your eSIM at the same time. Select the physical SIM for calls and SMS and the Holafly eSIM for data from your device. Please note that if you leave your physical SIM activated, your operator may charge roaming fees for receiving or sending calls and SMS.

Although it is not mandatory, you can delete the eSIM profile after you have used it. See how to delete the eSIM on iOS and Android.

If you change phones while traveling, you can transfer your eSIM. However, please note that you can only transfer the eSIM to two devices: the original one and a new one. Once you have installed it on a device other than the original one, you cannot reinstall it on the original device. To perform the eSIM transfer, you must have removed the eSIM from the first device.

To check your remaining data balance, log in to our Holafly Center using the access details we sent you by email when you made your purchase. You can also check your data balance from your device's data settings.

Set up your eSIM by adding your data plan before you leave. You can print your QR code if you wish or have it on another device just in case. To install your eSIM you need an internet connection and have it printed out or on a screen so you can scan it. Setup is immediate and you will have your data plan available immediately. We recommend installing your data plan before you leave, but remember not to activate it until you reach your destination.

After purchasing, we will send you a QR code by email. It is advisable to leave the line installed on your mobile before leaving. To do this, when you have the QR printed or on the computer screen, scan it with the compatible mobile where you are going to do the installation by going to Settings > Mobile data > Add mobile data plan. After recognizing it, the mobile will allow you to assign a name to it so you know which is your current data plan and which is the eSIM you are installing and you can activate one or the other as you wish. During the time before the trip, keep the line you normally use on your mobile from your usual company as the preferred line, and associated with all services and calls. Remember that the Holafly eSIM data plan will not be operational until you reach your destination. When you arrive, you will only have to activate data roaming on your terminal and activate the line you already configured before leaving. See the configuration manuals for iOS and Android. All eSIMs come with configuration instructions. If when you arrive at your destination and are in a coverage area, it does not connect, you can access the eSIM line settings to check that the APN or Access Point has taken the value indicated in the instructions for your destination.

Some Holafly eSIMs have this feature enabled. Before purchasing, read the description of the eSIM you plan to purchase and check if it allows you to share data.