Help Centre
We're here, around the clock.
Real humans on chat and email, 24/7 — most answers take under a minute below.
How can we help?
Welcome to the Simju Help Centre. Whether you are setting up your first eSIM, checking your phone works, or sorting out data at your destination, the guides below will point you in the right direction. Most questions are answered in a minute or two, and if you would rather talk to a person, our support team is on chat and email around the clock.
Pick the topic that matches what you need, or jump to the most common questions further down the page.
Browse help topics
- Getting started & installation — a step-by-step walkthrough of scanning your QR code and installing your eSIM before you travel.
- Compatibility — check whether your phone supports eSIM and is unlocked, so you know you are good to go.
- Activation & data — how activation works, when your plan starts, and how to switch on data and hotspot sharing at your destination.
- Coverage — see which destinations we cover and find the right plan for your trip, including regional and global options.
- Account help — find your order, re-send your QR code, and manage your plan without needing an account.
- Refund policy — the details of our 30-day money-back guarantee and how to request a refund.
- Contact us — reach our 24/7 human support team by chat or email whenever you need a hand.
Most common questions
- My QR code has not arrived. Your QR code is emailed the moment your payment goes through, so it should land within a few minutes. Check your spam or promotions folder first. If it still is not there, you can re-send it from Account help or ask us at Contact.
- My plan will not connect. Most connection issues come down to a setting or two. Our Activation & data guide walks through turning on data roaming for the eSIM line and selecting it for mobile data. If you are still stuck, our team can help directly.
- Is my phone supported? Most phones from 2019 onwards support eSIM, and your handset needs to be unlocked. Run a quick check on our Compatibility page to be sure.
- When does my plan start? Your plan does not begin at checkout. It starts only when you first connect to a network at your destination, so you can buy and install ahead of time without losing any days. There is more detail in Activation & data.
Still need a hand?
If you cannot find what you are looking for, we are happy to help. Email us at support@simju.com or head to our Contact page to start a chat. Ready to travel? Browse plans for 190+ destinations on our store.