Activation & Compatibility

Last updated: 11 September 2026

1. Check your device before purchase

Your phone, tablet or other device must:

• support eSIM;
• be carrier-unlocked;
• support the relevant network technologies and radio bands;
• have software that permits eSIM installation and mobile-data roaming.

The same device model can differ by country, carrier or firmware. If uncertain, check the device settings or manufacturer information and contact us before purchase.

2. Installing the eSIM

Your order may provide a QR code, activation code, direct-installation link or account-based installation method. Follow the instructions exactly.

Before scanning a QR code on the same phone, open it on another screen or use any direct installation method supplied.

Do not share activation credentials. They may allow another person to install or use the eSIM.

3. Do not delete the profile unnecessarily

Some eSIM profiles cannot be installed again after deletion, or reinstallation may require technical intervention. If connectivity does not work, contact support before deleting the eSIM.

4. When plan validity starts

Validity is plan-specific. It may start on:

• first successful connection to a supported network;
• installation;
• purchase;
• a scheduled date; or
• another trigger clearly stated before checkout.

The product page and order confirmation control. Do not assume the validity trigger from other plans.

5. Mobile data settings

To use a travel eSIM you may need to:

• select the Utelenet eSIM as the mobile-data line;
• enable Data Roaming for that eSIM;
• leave voice/SMS on another SIM if the Utelenet plan is data-only;
• use the APN supplied in the activation instructions, if required;
• switch network selection from automatic to a supported network if troubleshooting requires it;
• restart the device or toggle airplane mode after installation.

6. Coverage

Coverage is based on access to participating mobile networks in the destinations included in your plan. Outdoor and indoor availability can differ. Buildings, terrain, network congestion, maintenance, local outages, spectrum support and device configuration can affect performance.

A country being included in a plan does not mean every physical location in that country has coverage.

7. Networks may change

Available roaming networks can change because of operator arrangements, local regulation or technical conditions. If a particular local network name is advertised as a guaranteed contractual feature, we will honour the applicable consumer remedies if that commitment is not met. Otherwise, network lists may be informational and subject to change while equivalent coverage remains available.

8. Speed

Actual speed is not guaranteed unless a specific contractual speed commitment is stated. Speed depends on local radio conditions, network generation, device bands, congestion, fair-use rules and traffic management.

Any material speed cap or fair-use threshold applying to a plan must be disclosed before purchase.

9. Hotspot/tethering

Hotspot or tethering availability depends on the plan, device and network. If this feature is important, check the product page before purchase.

10. Voice, SMS and emergency services

Many travel eSIM products are data-only. Data-only plans do not provide traditional cellular voice/SMS unless expressly stated.

Do not rely on a data-only eSIM as your sole means of contacting emergency services. Keep another available method appropriate to your destination.

11. Identification requirements

Some jurisdictions require SIM/eSIM subscriber identification. Where applicable to the service or destination, activation may depend on completing the required identity process.

12. Troubleshooting sequence

Before requesting a refund for a technical issue, where safe and practical:

1. confirm the correct eSIM is selected for mobile data;
2. enable data roaming for the eSIM;
3. check the APN instructions;
4. restart the device or toggle airplane mode;
5. try automatic network selection and, if instructed, a supported manual network;
6. confirm that the destination is included and the plan is still valid;
7. contact our contact details before deleting the profile.

13. Replacement or re-provisioning

If a technical provisioning problem affects an eSIM, we may re-provision or replace the profile where technically possible. This is without prejudice to consumer rights to other remedies where the service remains non-conforming.