- What is eSIM?
eSIM (Embedded SIM Card) is a virtual SIM card, the users can use the internet service provided by the telecom company with the virtual SIM card. In this way, the users will not need to insert the real and physical SIM card into the devices.
- How to apply the eSIM to my cell phone?
Buy an eSIM plan on the iVideo website. Within 3 minutes after ordering, you will receive the eSIM QR code via email. The same email will also contain a confirmation code. Click here for activation instructions.
Install the eSIM on your phone before you travel abroad (installing won't activate the plan; you need to scan the eSIM QR code in an environment with internet access).
Activate your eSIM when you arrive at your destination country to start your data usage days.
Viettel Vietnam 5GB/ 15 Days: Activate instantly upon QR Code scan. Package validity begins upon installation.
- Can I apply the eSIM to different devices?
No, the eSIM can only be applied in only one device, and the activation code will be invalid after the eSIM is registered on your current device.
- Can I apply eSIM and the physical SIM to my cell phone at the same time?
You can apply the eSIM and the physical SIM to your cell phone at the same time, as long as the device is compatible with eSIM.
- How do I know whether the eSIM is compatible with my cell phone?
Depending on the region, some plans may not support certain models. Please refer to the product page for details.
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- Does the eSIM's validity period start to count once it is applied to the phone?
The eSIM package will not start consuming the plan’s days or data after installation on the phone if you are not in the 'destination country.
The eSIM package will begin consuming the plan’s days and data after installation on the phone when you are in the 'destination country.
Viettel Vietnam 5GB/ 15 Days: Activate instantly upon QR Code scan. Package validity begins upon installation.
Please note, if you have already arrived at the 'destination country' where you wish to use the eSIM package, installing it on your phone will activate it immediately and start consuming the plan’s days and data.
You may install the eSIM package on the date you need to use it to avoid early activation, which could prevent you from using the planned number of days."
- What is the data limitation of eSIM?
The data limitation will be based on the data plan you purchased, once you have reached your daily data usage limit, the internet speed will automatically be throttled or cut off, depending on the data plan that you purchase.
- Can I terminate the service if the speed or connection is not as smooth as expected?
Please kindly note that the service can not be cancelled or refunded once you receive the QR code in the eSIM order confirmation
- Can I use a hotspot and share the data with other devices with eSIM?
Yes, the data can be shared with other devices with a hotspot.
Note: different eSIM plans may have data limits for hotspot sharing.
- Is the eSIM attached with a phone number? Can the eSIM used for phone calls or SMS?
Please kindly note that the eSIM only contains internet data, it will not attach a phone number nor voice call / SMS service
- Will I be charged an extra procedure fee /activation fee for eSIM?
The total amount you need to pay is the selling price of eSIM. No activation fee /procedure fee will be charged.
- I have a new phone/tablet. How do I transfer my Global eSIM over from my old device?
The eSIM can not be transferred to other devices once it is applied to your current device.
- I accidentally deleted my Global eSIM from my device, can I reinstall it?
If you accidentally delete the installed eSIM within its validity period (refer to the iVideo eSIM order notification email), you can reinstall it by scanning the QR code, with a limit of 5 times.
Note: Reinstallation is only permitted on the original device and cannot be transferred.
Note: Japan [AU (KDDI)] 5G Unlimited High-Speed Plan is available for one-time installation only. If you accidentally delete the eSIM, it cannot be reinstalled. Please purchase the eSIM service again.
- After placing the order, what is the email title of the order completed email (with QR CODE)?
eSIM Infomation and Quick start guide
- How do I Apply to unlock my phone or device?
If your phones or other devices are contract-bound or locked, please refer to the following solutions.
- 1. Please contact your carrier to unlock your phones or devices.
- 2. If you have paid all fees for your phones or devices from the carrier, you can try to contact the company to permanently unlock them.
- I purchased more than one eSIM of the same data plan, why didn't I receive an email with an ORcode, but an Excel file?
If you purchase more than one eSIM of the same data plan, you will receive an email with an Excel file. Please check the column of【DownloadURL】, and you will be able to see the QRcode by clicking the links. Then, please follow the instructions to install the eSIMs.
- What can I do if I do not receive my QR code?
If you have not received the QR code email, please check your spam/junk folder.
Subject: iVideo eSIM Information and Quick Start Guide
Alternatively, you can go to Member Center --> eSIM History --> Click Resend QR Code!
You may also contact customer service for assistance.