Question 1

What is an eSIM card?

Accepted Answer

An eSIM is a virtual SIM card embedded inside your phone, allowing you to connect to local mobile networks and set up a mobile plan without needing a physical SIM card.Unlike traditional SIM cards, you don’t have to worry about switching it out or losing it.eSIMs are versatile and can be used across various devices, including smartphones, tablets, smartwatches, cars, and even drones. In today’s world, where staying online is essential for everything from navigation to communication, eSIMs are an invaluable travel tool.

Question 2

Why is my eSIM not working?

Accepted Answer

1. Enable Data Roaming Our eSIM requires data roaming to be turned on in order to connect properly.iPhone: Go to Settings → Cellular → [Your eSIM] → Data Roaming → switch it ON.Android: Go to Settings → Network & Internet → Mobile Network → Roaming → switch it ON.2. Restart Your DeviceTurning your phone off and back on can help reset automatic network selection and connect you to the strongest available network.3. Try a Quick ResetIf you're still not connected:Toggle Airplane Mode ON, wait 10 seconds, then turn it OFF.Manually select a network in Settings → Network Operators or Carrier (especially useful in areas with weak signals).4. Update APN Settings (Turkey eSIM Troubleshooting)If you're using a Turkey-based eSIM and still don’t have data, your APN settings may need to be updated.What is an APN?An APN (Access Point Name) is the setting that tells your phone how to connect to mobile internet.On Android:Go to Settings → Connections (or Network & Internet) → Mobile NetworksTap Access Point NamesTap your eSIM or mobile planTap Add or edit an existing APNIn the Name field, enter: ispLeave all other fields blankTap the three-dot menu in the top-right → SaveMake sure isp is selectedOn iPhone:Go to Settings → Cellular (or Mobile Data) → Cellular Data NetworkUnder the Cellular Data section, enter isp in the APN fieldLeave the Username and Password fields blankExit Settings to saveStill having trouble?Reach out to our support team at support@andalu.com — we’re happy to help!

Question 3

Is this eSIM data-only, or can I make calls and send texts?

Accepted Answer

Our eSIMs are typically data-only, meaning they do not include traditional voice calling or SMS texting.However, you can still stay connected using your favorite apps like WhatsApp, FaceTime, Telegram, Messenger, and more for calls and messages. If your primary number supports WiFi Calling, you may also be able to make calls and send texts when connected to data.

Question 4

eSim Compatibility Check

Accepted Answer

iOS

Question 5

How does an eSIM card work?

Accepted Answer

First, ensure that your device is compatible with eSIM technology. You can do this by going to the “Mobile Data” or “Cellular” settings on your phone. If your device supports eSIMs, you’ll see an option to add or manage an eSIM profile.Once you’ve confirmed compatibility, you can choose between your local network provider’s eSIM or an international provider specific to the country you’re visiting. Simply select the eSIM plan that best suits your travel needs—just make sure you’re connected to Wi-Fi when setting it up, activate it, and you’re good to go!

Question 6

How do I refill once I'm out?

Accepted Answer

After purchasing your desired data package on Andalu.com, you’ll receive a unique QR code via email or within your account on the website. To add the new data to your eSIM, simply open your device’s settings, navigate to "Cellular" or "Mobile Data," and select "Add Cellular Plan." Scan the QR code using your device's camera, and the new data package will be instantly applied to your existing eSIM, keeping you connected wherever you are.

Question 7

What should I do if I’ve deleted or lost the QR code for my eSIM?

Accepted Answer

If you’ve accidentally deleted or misplaced the QR code needed to install your eSIM, don’t worry. Simply reach out to our customer support team at Andalu. You can contact us via email or through our online chat, and we’ll promptly resend the QR code to you.Our support team is available 24/7 to assist you. While it’s always best to keep your QR code safe, we’re here to help you get back on track if it’s lost.

Question 8

I'm traveling to multiple countries

Accepted Answer

Yes, there are eSIMs specifically designed for European travel. You can choose from:•	Country-Specific eSIMs: Ideal if you’re visiting one or two countries.•	Regional eSIMs: Perfect if you’re exploring multiple European countries.For a broader coverage, consider a European eSIM like the ones offered by Andalu, which provide extensive coverage across many countries with flexible data plans.

Question 9

When should I set up my eSIM?

Accepted Answer

It’s best to set up your eSIM just before your departure while you still have access to a stable Wi-Fi connection. You can also wait until you arrive at your destination to activate it, but remember that you will need Wi-Fi to complete the installation process. Setting it up before you travel is recommended to ensure you have immediate connectivity upon arrival.

Question 10

What happens if I use up my data or exhaust the days of validity?

Accepted Answer

All eSIMs come with a predefined data limit and a set number of days of validity. If you use up all your data before the validity period ends, your eSIM will stop working, and you won’t be able to access the internet.Similarly, once the number of days specified in your plan has passed, the eSIM will automatically expire, and you’ll lose connectivity.To avoid being left without internet when you need it most, it’s a good idea to monitor your usage and top up your eSIM with additional data if needed. This ensures that you stay connected throughout your trip.

Question 11

How to set up your eSIM for international travel

Accepted Answer

Setting up your eSIM is simple and can be done in just a few steps:1.	Purchase an eSIM Plan: Choose your plan from Andalu and complete your purchase.2.	Activate via QR Code: After purchasing, you’ll receive a QR code by email. Make sure you’re connected to Wi-Fi, scan the QR code, and follow the prompts to install the eSIM.3.	Enjoy Instant Connectivity: Once installed, your eSIM will connect you to a local network as soon as you arrive at your destination.

Question 12

Do you ship internationally?

Accepted Answer

Since our products are digital eSIMs, there is no physical shipping involved, and they can be delivered instantly to customers worldwide. As soon as your purchase is complete, you will receive your eSIM via email, which can be activated and used anywhere in the world. No matter where you're located, you can enjoy our service without any shipping delays or additional costs.

Question 13

How long will it take to receive my order?

Accepted Answer

Your eSIM order is delivered instantly via email as soon as the purchase is complete. You will receive a QR code and activation instructions right away, allowing you to set up and start using your eSIM almost immediately.If you don't see the email in your inbox, be sure to check your spam or junk folder. If you still haven't received it, please contact our support team, and we'll resend the order confirmation and QR code to you promptly.

Question 14

I never got my order, what to do?

Accepted Answer

If you haven't received your eSIM order, here's what you can do:Check Your Email: Sometimes the confirmation email might end up in your spam orjunk folder. Please check there first.Contact Support: If you still can't find your order confirmation and QR code, reach out to our support team at support@andalu.com. Provide them with your order details, and they will assist you in resending the order.Our support team is available 24/7 to help resolve any issues promptly.

Question 15

What is your return policy?

Accepted Answer

Our return policy is designed to ensure customer satisfaction. Here’s what you need to know:eSIM Purchases: Due to the nature of digital products, all eSIM sales are final and non-refundable once the eSIM has been delivered and activated. However, if you experience any technical issues or if the eSIM is not working as expected, please contact our support team at support@andalu.com. We will work with you to troubleshoot the issue and provide a solution.Refund Eligibility: If the eSIM has not been delivered or activated, you may be eligible for a refund. Please contact our support team within 14 days of your purchase to request a refund.Exchanges: If you purchased the wrong eSIM or need to switch to a different plan, please reach out to our support team. We can help you with an exchange, provided the eSIM has not been activated.Customer Support: Our goal is to ensure you have a smooth experience. If you have any concerns or issues with your eSIM, don’t hesitate to reach out to us at support@andalu.com. We are here to help and will do our best to resolve any issues.Please note that all refund and exchange requests are subject to review and approval by our customer service team.

Question 16

Benefits of an eSim

Accepted Answer

Using an eSIM simplifies your travel experience in several ways:•	Instant Connectivity: Connect to the internet immediately upon arrival—perfect for booking a ride, checking maps, or finding your hotel.•	Safety: As a virtual SIM, it cannot be lost, stolen, or damaged. Plus, eSIMs are more secure and less vulnerable to hacking.•	Seamless Integration: No need to remove your physical SIM card. Both the physical SIM and eSIM can coexist on your device, so you can still receive calls and messages from your original number.•	Versatility: eSIMs are not limited to smartphones. They can be used on tablets, smartwatches, and more, ensuring you stay connected on all your devices.

Question 17

What eSim should I pick?

Accepted Answer

When choosing an eSIM for international travel, you have two main options:1.	An eSIM from your local network provider.2.	An eSIM from an international service provider.The choice depends on your needs and budget. An eSIM from your local provider usually offers the same plan as your physical SIM card. If you opt for an international provider, you’ll need to choose a data and calls plan tailored to the country you’re visiting.Keep in mind that an international eSIM plan will only work in the specific country or region you’re traveling to. Prices and packages vary, so it’s important to select a plan that aligns with your travel plans.

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