Frequently Asked Questions
Find answers to common questions about eSIM installation, compatibility, purchases, top-ups, and refunds.
1. Phone Compatibility & Setup
Q: How do I check if my phone supports eSIM and is unlocked?
Dial *#06# on your phone. If you see an EID number listed on the screen, your device natively supports eSIM! Additionally, your device must be carrier-unlocked. Locked devices cannot register international travel eSIM profiles.
Q: When should I install my eSIM?
We recommend installing your eSIM the day before you travel while connected to stable home Wi-Fi. You can keep the line toggled "OFF" in your cellular settings until you land at your destination.
Q: What is the pre-activation validity of the eSIM?
Your purchased eSIM remains valid for scan and activation for up to 180 days prior to activation. Once scanned and connected to a partner network, the plan remains valid for the duration purchased (e.g., 7, 15, or 30 days). eSIM validity is actively extended with each top-up plan you purchase.
Q: Do I need to turn on Data Roaming?
Yes. For your travel eSIM to connect to our local partner networks (like Vodafone, Orange, etc.), Data Roaming must be toggled ON specifically for the ConnectMeGuru eSIM line in your phone's cellular settings.
Q: Can I use WhatsApp, iMessage, and other messaging apps?
Yes! Your WhatsApp, iMessage, and social media accounts will keep your original home phone number. The travel eSIM provides high-speed cellular data only, so all your apps will function exactly as they do at home.
2. Purchasing & Payments
Q: How do I pay for an eSIM plan? Do I need to add funds to a wallet first?
No. You can purchase any eSIM plan directly at checkout using your Credit/Debit Card (via Stripe) or PayPal. The wallet system is completely optional and runs seamlessly in the background to process your transactions. There is absolutely no need to manually add funds or pre-charge a wallet before making a purchase. However, if you wish, you can still add funds to your account wallet for even faster one-click checkouts in the future!
Q: What is your refund policy? Do you offer a 30-day refund window?
Yes! We offer a 100% refund for any eSIM plan that has not been scanned, installed, or activated within 30 days of purchase. Once the eSIM profile is scanned, installed on a device, or has registered data usage on our partner networks, it becomes active and is no longer eligible for a refund. Top-up recharges are processed instantly over-the-air and are non-refundable once applied to an active eSIM.
Q: Do you offer discount codes?
Yes! We occasionally offer discount codes for special promotions. Enter the code during checkout to apply the discount to your order.
3. Installation Guide
For iPhone (iOS):
Navigate to Settings > Cellular > Add eSIM.
Select Use QR Code and scan the code received in your ConnectMeGuru confirmation email.
Label your new cellular plan as "Travel" or "ConnectMeGuru."
Set Cellular Data to your new eSIM, but keep your Default Voice Line set to your Primary home SIM.
Go to your newly added line and toggle Data Roaming ON.
For Android (Samsung / Pixel):
Navigate to Settings > Connections > SIM Manager.
Tap Add eSIM > Scan QR Code and scan your provided QR code.
Follow the onscreen prompts to confirm profile installation.
Once installed, ensure the ConnectMeGuru eSIM is selected for Mobile Data.
Enable Data Roaming in your Mobile Network settings for the eSIM line.
4. Reinstallations & Deletions
Q: Can I reinstall an eSIM after it is deleted from my device?
Yes. eSIMs CAN be reinstalled on the same device using the same QR code if they were accidentally deleted, provided the data plan remains active and has not reached its hard expiry date. eSIMs cannot, however, be transferred or scanned onto another device.
Important Note on Offline Deletion: If you delete an eSIM while your device is offline (no Wi-Fi or cellular network connection), the carrier server may not register the deletion, causing reinstallation scans to throw an "already installed" or "invalid" error. If this happens, please email support@connectmeguru.com so we can reset the profile on the carrier side.
Tip: Instead of deleting your eSIM, simply toggle it "OFF" in your cellular settings to temporarily disable it. This preserves the profile on your device.
5. Recharges & Top-ups ("Smart Stacking")
Q: Can I buy a different size plan as a Top-up?
Yes. You are not locked into your original package size. If you initially purchased a 1GB - 7 Day plan, you can recharge it with a 10GB - 30 Day plan. The new data will be provisioned directly to your existing ICCID (eSIM ID). Note that not all packages are eligible as Top-ups.
Q: When does my top-up data start?
We use a "Smart Stacking" system. Your top-up plan does not override or delete your current plan. Instead, your phone continues using the remaining data from your original plan first. The validity clock for your top-up only triggers once your original data is fully consumed or its time has expired. The transition is seamless.
Q: Does a Top-up require a new QR code?
No. Recharges are delivered over-the-air directly to the eSIM already installed on your device. Do not delete your eSIM profile from your phone during top-ups.
Q: Can I top up a plan that has already expired?
Yes, provided you have not deleted the eSIM profile from your phone. However, we recommend topping up before you hit 0% data to ensure you maintain a continuous internet connection. Please note that eSIM validity is extended with each top-up. If the eSIM profile reaches its hard network expiration limit, top-ups will be locked and a new eSIM must be purchased.
Q: Can I top up for a different country?
No. Top-ups must have the exact same country coverage as the original plan. If you are moving to a new country not in the original plan, you must purchase a new eSIM.
Q: Can I check my data usage statistics?
Yes. You can monitor your data usage and time remaining in your account dashboard. Data statistics are fetched from the network partners every 2-3 hours and are not real-time.