Frequently asked questions
If this does not answer your question, you can reach us any time on our official LINE account. (Open 365 days a year)
Q. How does it work, from buying to going online?
As soon as you have paid, we send the QR code by email. Scan it with your phone, follow the prompts to add the eSIM, and you are connected. It takes about three minutes, and you can browse straight away.
Q. How do I know whether my phone will work?
Dial *#06# in the phone app. If an EID is shown, the phone supports eSIM. Please also make sure it is carrier-unlocked. See the Supported devices page for details.
Q. When does the validity period start?
It is counted from the day the eSIM is activated, for the number of days set for each plan.
Total-volume plans (○ days, ○GB)
Counted in 24-hour blocks from the moment the plan starts.
Daily-volume plans (○ days, ○GB per day)
The data allowance resets every day at 0:00 Taiwan time (1:00 Japan time).
The plan stays valid until 23:59 Japan time.
It does not start on the day you buy, so you can purchase in advance.
Q. What happens when I use up the data?
The connection simply stops; you are never charged extra without asking. If the plan supports top-ups, you can add data and keep using the same eSIM. Each product page says whether its plan can be topped up. Some plans are single-use only.
Q. Can I use tethering?
Yes, at no extra cost. Connect a laptop or tablet and use your phone as a mobile hotspot.
⚠︎ Whether tethering is available depends on your device's own specifications.
For that reason we cannot guarantee that it will work. Thank you for your understanding.
Q. Can I make calls or send SMS with a phone number?
These are data-only plans, so voice calls over a phone number are not supported. App-based calls such as LINE work over data. For plans that can receive SMS, see the product page of those plans.
Q. The email with the QR code has not arrived
First check your spam folder. If it is not there, the email address entered at checkout may have a typo. Contact us on our official LINE with your order number.
Q. Can I cancel or get a refund?
Because of the nature of the product, we cannot accept cancellations or changes after purchase for reasons on the customer's side. If a fault on our side makes the eSIM completely unusable, we handle it under the refund policy. See the refund policy for details.
Q. Which network do you use, and how fast is it?
The network differs by plan. Where a network is named in the product title or on the product page, that is the network you will be on. Some plans do not name a network. Speeds vary with location, time of day and how busy the network is.
Q. Where do I go if something goes wrong?
We take enquiries on our official LINE account (open 365 days a year). Add it as a friend and you can ask right there in the chat. You can also use the form on the contact page.