Roaming FAQ

1. Will my device work?

Your device must support eSIM and be carrier unlocked. Model variants differ by region. Check the device list on your destination page and confirm your exact model with its manufacturer before buying.

2. Where can I use a plan?

Read the purchased plan’s coverage, allowance and validity. Country, regional and Global coverage depend on that particular plan. Browse available destinations.

3. When can I install and activate?

Payment confirmation, eSIM preparation and activation are separate. Open My eSIMs to check preparation, required verification and installation eligibility. Follow the instructions for your purchased plan.

4. What if verification is required?

Purchases may require identity verification or purchase-location review. If a SIM is awaiting assignment, document submission becomes available once it is assigned. Submit documents only through the eligible account form.

5. Does the plan include calls or SMS?

Check the individual plan’s Data, Voice and SMS allowances. Do not assume a data plan includes a telephone number, voice minutes or SMS.

6. What if payment verification loses connection?

Reconnect and check the saved order’s payment status before retrying. A connection error does not establish that payment failed.

7. Can I request a refund?

Refund requests are reviewed case by case. Contact care@aelixar.com with your order reference and the issue. See refund terms.

8. Where can I get help?

Contact our team with your order reference. Keep installation codes private.