Help Center

The VAYO Help Centre collects device checks, activation guides, coverage, FAQs, and support contact so travellers can install an eSIM and get online without airport SIM shopping.

Where do I get help with a VAYO eSIM?

Start with compatibility, the iPhone or Android install guide, and FAQ. If the QR will not install or data does not start, contact support with your order email. Most issues are unlocked-device, Wi-Fi install, or data-line selection problems.

Reviewed 5 September 2026 by VAYO eSIM · Read eSIM FAQs

Help Centre at a glance

Before you buy: Confirm the phone is unlocked and listed as eSIM-compatible.
After you buy: Use the iPhone or Android guide to scan the QR from your email.
No data: Enable the VAYO line, turn on data roaming, and check you are in a covered country.
Human help: Use the contact form — typical replies are within one business day.

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Device Compatibility

Check if your phone supports eSIM

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Activation Guide

Step-by-step setup instructions

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FAQ

Common questions answered

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Coverage

Where VAYO eSIM works

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Contact Support

Get help from our team

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Refund Policy

Returns and refunds info

What is eSIM

What is an eSIM?

An eSIM (embedded SIM) is a digital SIM card built directly into your device. Unlike a physical SIM card, an eSIM is programmed electronically — you simply scan a QR code or tap a link to activate a data plan, with no plastic card to insert or swap. You can store multiple eSIM profiles on one device and switch between them instantly.

How is an eSIM different from a regular SIM card?

A traditional SIM card is a small physical chip you insert into your phone. An eSIM is soldered into the device at the factory and is reprogrammable over the air. The practical benefit for travellers is that you never need to visit a store, wait for a card to arrive, or risk losing a tiny piece of plastic. You buy a plan online and activate it in minutes.

What is a VAYO eSIM and how does it work?

VAYO eSIM gives you a local data plan for 190+ countries without swapping your SIM. After purchase, you receive a QR code by email. Scan it with your phone's camera, follow the on-screen setup steps, and your eSIM is installed. When you land at your destination, the VAYO plan activates automatically and you have data — your regular number on your physical SIM still works for calls and texts.

Can I use my regular phone number while using a VAYO eSIM?

Yes. A VAYO eSIM provides data only. Your original SIM card stays in your phone and keeps your regular phone number active for calls and SMS. Think of VAYO as your travel internet connection running alongside your home SIM.

Does a VAYO eSIM give me a new phone number?

No. VAYO eSIMs are data-only plans. They do not include a voice line or a new phone number. Your home SIM card remains your primary number for calls and SMS.

Can I use a VAYO eSIM for calls and SMS?

VAYO plans are data-only. However, once your VAYO eSIM is connected to the internet you can use apps like WhatsApp, FaceTime, Telegram, Skype, or Google Meet to make voice and video calls over data — just as you would at home.

Device Compatibility

Which iPhones support eSIM?

eSIM is supported on iPhone XS, XS Max, XR (2018) and all later models — including iPhone 11, 12, 13, 14, 15, and 16 series. iPhone 14 and later models sold in the USA are eSIM-only with no physical SIM tray. To check on your device, go to Settings → General → About and look for an "Available SIM" or "EID" entry.

Which Android phones support eSIM?

Many Android flagships support eSIM, including Google Pixel 3 and later, Samsung Galaxy S20 and later, Samsung Galaxy Z Fold/Flip series, Motorola Razr series, and select models from Sony, OPPO, Xiaomi, and OnePlus. Availability varies by region and carrier — check your phone's settings under "SIM card manager" or "Mobile networks" to confirm.

How do I know if my device supports eSIM?

On iPhone: go to Settings → General → About → Available SIM (you'll see an EID number if eSIM is supported). On Android: go to Settings → Network & Internet → SIM cards, or Settings → Connections → SIM card manager. You can also check our full compatible devices list on the VAYO website.

My device supports eSIM but it was bought from a carrier — will it work?

It depends on whether your device is carrier-locked. Some carriers lock devices to their own network, which prevents installing a third-party eSIM. Check with your carrier or go to Settings → General → About on iPhone and look for "SIM Lock". If your device is locked, contact your carrier to unlock it before purchasing a VAYO eSIM.

Do iPads and other tablets support eSIM?

Yes. Many iPads with cellular capability support eSIM, including iPad Pro (3rd generation and later), iPad Air (3rd generation and later), iPad mini (5th generation and later), and iPad (7th generation and later). VAYO plans work on tablets the same way as on phones.

Can I use a VAYO eSIM on a laptop or smartwatch?

VAYO eSIM plans are designed for smartphones and tablets. While some laptops (like certain Surface Pro or MacBook models) and Apple Watch cellular models have eSIM hardware, they use proprietary provisioning systems and are not compatible with VAYO plans at this time.

Activation & Installation

How do I install my VAYO eSIM?

After purchase, you'll receive a QR code by email. To install: 1. Open your device's Settings 2. Go to Mobile Data (iPhone) or Network & Internet → SIM cards (Android) 3. Tap "Add eSIM" or "Add data plan" 4. Choose "Use QR code" and scan the QR code from your email 5. Follow the on-screen prompts to complete installation Do this before you travel — you'll need a Wi-Fi connection during setup.

Do I need an internet connection to install the eSIM?

Yes, an active internet connection (Wi-Fi or your existing mobile data) is required during the initial eSIM installation. This is why we recommend setting up your VAYO eSIM before you travel, while you have a reliable Wi-Fi connection.

When should I activate my eSIM?

Install the eSIM profile before you travel (you need Wi-Fi to do this), but don't switch to it as your primary data line until you land. On iPhone, enable the VAYO plan under Settings → Mobile Data → select the VAYO line → turn on "Data Roaming". This way your plan only starts counting once you're at your destination.

Can I install the eSIM without scanning a QR code?

On supported devices, you can enter the activation code manually instead of scanning. Your QR code email also contains a manual activation code (SM-DP+ address and activation code) that you can type in if you cannot scan the QR code.

I scanned the QR code but got an error — what should I do?

Common causes: (1) The QR code was already scanned and used — each QR code is single-use. (2) Your device is carrier-locked. (3) You're using a screenshot instead of the original image — try printing the email or viewing it on another screen. If none of these apply, contact our support team and we'll issue a replacement.

Can I use the same QR code on multiple devices?

No. Each QR code is tied to one eSIM installation and can only be scanned once. If you need a plan for multiple devices, please purchase a separate plan for each device.

I lost my QR code email — can I get it again?

Yes. Log in to your VAYO account (or access your order via the link in your purchase confirmation email) and you can view and re-download your QR code from the order status page — as long as it hasn't been installed yet.

How do I set VAYO as my data line on iPhone?

Go to Settings → Mobile Data → tap the VAYO plan under "SIMs". Turn on "This Line" and "Data Roaming". Then scroll up and under "Mobile Data", select the VAYO line. Your VAYO eSIM is now your active data connection. Your original SIM will continue to handle calls and SMS.

How do I set VAYO as my data line on Android?

Go to Settings → Network & Internet (or Connections) → SIM card manager. Select the VAYO eSIM and set it as your preferred data SIM. You can keep your primary SIM active for calls and SMS while routing all data through VAYO.

Plans & Coverage

What types of eSIM plans does VAYO offer?

VAYO offers three types of plans: Country plans (data valid in one specific country), Regional plans (data usable across multiple countries in a region — e.g., Europe, Southeast Asia), and Global plans (data usable in 100+ countries worldwide). All plans are data-only with a fixed data allowance and validity period.

How long is a VAYO eSIM valid?

Validity depends on the plan you choose — typically ranging from 7 days to 30 days. Validity starts from the moment your eSIM first connects to a local network at your destination, not from the time of purchase. So you can buy in advance without wasting any days.

What happens when I run out of data?

When your data allowance is used up, your internet connection stops. You can purchase a new VAYO eSIM plan for the same destination and it will be added to your device. Your original eSIM profile remains on the phone — you just need to activate the new one.

Can I top up my existing eSIM?

Currently, VAYO plans are fixed data packages. If you need more data during your trip, purchase a new plan for the same destination. We're working on top-up functionality — check back soon.

Which countries does VAYO cover?

VAYO eSIM covers 190+ countries and territories worldwide, including all major tourist destinations across Europe, Asia, the Americas, Africa, and Oceania. You can browse the full list of available destinations on our Destinations page.

What network speeds can I expect?

VAYO eSIMs connect to local partner networks and typically support 4G LTE speeds. In areas with 5G infrastructure and compatible devices, 5G speeds may be available. Network quality varies by country and location — rural areas may have slower 3G or 2G coverage.

Can I use a regional plan in all listed countries?

Yes. Regional plans are designed to work seamlessly across all countries listed for that region. Simply enable your VAYO eSIM and your device connects to the best available local network in each country you visit — no reconfiguration needed.

Purchase & Payment

How do I buy a VAYO eSIM?

Browse our Destinations page, select the country or region you're visiting, pick a data plan that suits your needs, and complete checkout with your email address. You'll receive the eSIM QR code by email within seconds of payment confirmation. No account is required to purchase.

Do I need to create an account to buy?

No. You can complete your purchase with just your email address — no password or account required. If you later create a VAYO account with the same email address, all your previous orders will automatically appear in your dashboard.

What payment methods does VAYO accept?

VAYO accepts all major credit and debit cards (Visa, Mastercard, American Express) as well as Apple Pay. Payments are processed securely through Revolut — your card details are never stored on our servers.

Is my payment secure?

Yes. All payments are processed by Revolut, a regulated financial institution. Transactions are encrypted using TLS and we use tokenisation — your actual card number is never stored by VAYO. We are also fully PCI-DSS compliant through our payment provider.

Will I be charged in my local currency?

VAYO prices are displayed in USD. Your bank will convert the amount to your local currency at their exchange rate. Some banks may apply a small foreign transaction fee — check with your bank if you are unsure.

Can I buy an eSIM as a gift for someone else?

Yes. Simply enter the recipient's email address during checkout and they will receive the QR code directly. You may also forward your own QR code email to another person — just make sure the eSIM has not been installed yet, since each QR code can only be used once.

How far in advance can I buy a VAYO eSIM?

You can buy as far in advance as you like. Your plan validity only starts when your device first connects to a local network — not on the purchase date. We recommend installing the eSIM profile before you travel, but only enabling it when you arrive at your destination.

Refunds & Policy

Can I get a refund if I don't use my eSIM?

Yes. If your eSIM has not been installed or activated, you can request a full refund within 30 days of purchase. Once an eSIM has been scanned and installed on a device, it is considered used and refunds cannot be issued. Please contact our support team to initiate a refund.

My trip was cancelled — can I get a refund?

If your eSIM has not been installed yet, yes — contact us and we'll process a full refund. We understand travel plans change, and we try to be as flexible as possible. Unfortunately, once an eSIM is installed we cannot issue a refund regardless of whether data was used.

How long does a refund take to appear?

Once approved, refunds typically appear on your card within 5–10 business days depending on your bank or card issuer.

Can I transfer my eSIM plan to someone else?

An uninstalled eSIM QR code can be forwarded to another person by email — they can scan it on their compatible device. Once installed on any device, the QR code is bound to that device and cannot be transferred further.

Account & Security

Do I need an account to use VAYO?

No. You can purchase eSIM plans with just an email address. A VAYO account lets you view all your orders in one place, access eSIM details, and manage your profile. If you bought without an account and later register with the same email, your previous purchases will appear automatically.

How do I log in without a password?

VAYO supports passwordless login. On the login page, click "Email me a login code". Enter your email address and we'll send you a one-time 6-digit code and a magic link. Click the link or enter the code to sign in instantly — no password needed.

How do I find my order if I didn't create an account?

Check your email inbox for the VAYO purchase confirmation. It contains a link to your order status page where you can view your eSIM QR code and activation details. If you cannot find the email, check your spam folder or contact support with the email address used during purchase.

Is my personal data safe with VAYO?

Yes. We collect only the data necessary to process your order (email, payment confirmation). We do not store card details — all payment processing is handled by Revolut. We never sell your personal data to third parties. You can read our full Privacy Policy for complete details.

Troubleshooting

My eSIM is installed but I have no internet — what should I do?

Try these steps in order: 1. Make sure you have selected the VAYO eSIM as your active data line in Settings. 2. Enable Data Roaming for the VAYO line. 3. Turn Airplane Mode on and off to force a network reconnection. 4. Restart your device. 5. Check that your plan hasn't expired or run out of data in your VAYO account. If the problem persists, contact our support team with your order number.

My eSIM shows "No Service" — what's wrong?

This usually means the eSIM hasn't connected to a local carrier yet. Try: (1) Turning Airplane Mode on and off. (2) Going to Settings → Mobile Data → Network Selection → and choosing a network manually. (3) Restarting the device. If you're in a remote area, network availability may be limited.

My data is very slow — is something wrong?

Slow speeds can happen in crowded locations (airports, stadiums), rural areas, or during peak hours. Check that Data Roaming is enabled and that VAYO is your selected data SIM. If speeds remain unusually slow over an extended period, contact support.

I deleted my eSIM by accident — can I reinstall it?

Unfortunately, once an eSIM profile is deleted from a device, the QR code cannot be reused. Please contact our support team as soon as possible and we will review your case. If the plan was unused, we may be able to issue a replacement.

I transferred my eSIM to a new phone — will it still work?

eSIM profiles are locked to the specific device they were originally installed on and cannot be transferred to another device. If you have a new phone, you will need to purchase a new plan. Contact our support team and we'll be happy to assist.

What happens to my eSIM if I reset my phone to factory settings?

A factory reset will erase your eSIM profile. Before resetting, make sure you have backed up the QR code — if the plan hasn't been used yet it may be restorable. If your plan was already active and data was consumed, please contact support.