Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM built into your phone; nothing physical to insert. Open the install email, tap once, and a new mobile data line is added to your phone. That's what Volo sells, made for travel data.

Question 2

How do I check remaining data?

Accepted Answer

Open the My eSIM link in your install email to see remaining data and validity. Usage updates with about a one-hour delay, so wait a little after heavy use.

Question 3

How is an eSIM different from a physical SIM?

Accepted Answer

Same function; the eSIM is stored in software on the phone's chip. No queueing at a shop, no tiny card to lose or swap, and it installs online within minutes of purchase.

Question 4

Do I need to remove my existing SIM?

Accepted Answer

No. The eSIM is added as an extra line and your physical SIM stays in. Most eSIM phones hold a physical SIM and an eSIM at the same time.

Question 5

Will my own number be affected?

Accepted Answer

No. The Volo eSIM is a separate data line. Keep your home SIM in and you still receive calls and texts (with that line on roaming or standby) while using Volo for data.

Question 6

Can I use an eSIM and a physical SIM together?

Accepted Answer

Yes, that's the point. Set your own number as the voice/SMS line and Volo as the data line. You take calls and use local data at the same time.

Question 7

Is an eSIM safe?

Accepted Answer

It uses the same encryption and authentication standards as a physical SIM, arguably safer because it can't be pulled out and misused. Your install link is personal; don't share it publicly.

Question 8

Can one phone hold several eSIMs?

Accepted Answer

Yes. Most eSIM phones store several, handy for pre-installing for different trips, though usually only one data line is active at a time. Switch in settings whenever you like.

Question 9

How do I check my device supports eSIM?

Accepted Answer

Dial *#06#. If an EID appears, your phone has eSIM. Full model list and steps on the device compatibility page.

Question 10

How do I know my phone is unlocked?

Accepted Answer

If you bought it outright or without a contract it usually is. If it came with a carrier contract, ask that carrier. A locked phone only takes that carrier's SIM and can't install a Volo eSIM.

Question 11

Can I use an iPhone bought in Hong Kong, Macau or mainland China?

Accepted Answer

Depends on the model. Because of local rules, some phones sold there (especially iPhone 11 to 16) have two physical SIM slots and no eSIM. This is the most common reason an eSIM won't install, so check before buying. See the device compatibility page.

Question 12

Which plan should I choose?

Accepted Answer

Start with the destination: one country, pick that country's plan; several countries, a regional plan is easier. Then estimate data: maps, messaging and social media need about 1 GB a day; lots of video or hotspot, go higher or unlimited.

Question 13

Single-country or regional plan?

Accepted Answer

One country for the whole trip: single-country is best value. Several countries (a Southeast Asia or Europe tour, say): a regional plan works across borders on one eSIM.

Question 14

Can I buy for family or friends?

Accepted Answer

Yes. You receive the install link and instructions; pass them on and they install on their own phone. Each eSIM installs on one device only.

Question 15

My trip crosses several countries. How many plans do I need?

Accepted Answer

One, if a regional plan covers every destination. If not, buy a single-country plan for each and switch eSIMs as you arrive in each country.

Question 16

Where do I find my eSIM after buying?

Accepted Answer

Your install link and instructions are emailed immediately after payment and are also in My eSIM. Instant digital delivery, nothing to wait for.

Question 17

How do I install it?

Accepted Answer

Open the install email on your travel phone, tap "Install on iPhone" or "Install on Android" and follow the prompts. Under a minute, best on stable Wi-Fi.

Question 18

Do I need Wi-Fi to install?

Accepted Answer

Yes. Installing needs a connection, so do it on home Wi-Fi before you leave. Data only activates once you connect to a local network at the destination.

Question 19

When should I install: before I leave or after I land?

Accepted Answer

Before you leave. Installing isn't activating: on most plans validity starts when you first connect at the destination. Note that regional plans such as Asia cover Hong Kong; if you're leaving from Hong Kong, keep the Volo line off until you arrive, or validity starts early.

Question 20

How long after buying must I activate?

Accepted Answer

An unactivated eSIM keeps for 180 days from purchase and can be installed any time in that window. After 180 days unactivated it expires. Once activated, the days run per your plan.

Question 21

Does usage start counting as soon as I install?

Accepted Answer

No. Installing only writes the line to the phone. On most plans validity and usage start when the eSIM first connects at the destination, so installing early wastes nothing.

Question 22

One-tap vs manual install?

Accepted Answer

Same result. One-tap is simplest: open the email and tap. Manual means entering the SM-DP+ address and activation code yourself, useful when using the link on the same phone is awkward. The email includes both.

Question 23

What settings do I change after installing?

Accepted Answer

When you arrive, check three things: Volo is set as the data line; Data Roaming is on (required for the eSIM to join a local network, with no roaming charges); and your home SIM's data is off so it isn't used by mistake.

Question 24

How do I get online when I land?

Accepted Answer

Turn on the phone, set the Volo eSIM as the data line and turn on Data Roaming. The phone joins a partner network on its own. The first connection can take a few minutes.

Question 25

Do I need Data Roaming on?

Accepted Answer

Yes. The eSIM uses local carrier networks, so Data Roaming must be on to connect. It's normal for an eSIM and creates no roaming charges with your home carrier.

Question 26

Can I keep my own number for WhatsApp, texts and calls?

Accepted Answer

Yes. Keep your physical SIM in and on standby to receive calls and texts (some need that line's roaming on). WhatsApp, Telegram and the like work over Volo data with your existing number unchanged.

Question 27

Can I make calls or send local SMS with Volo?

Accepted Answer

Volo is data only, with no local calling or SMS number. Voice and video over WhatsApp, FaceTime, LINE and similar apps work fine, which is enough for most travellers.

Question 28

Can I use hotspot / tethering?

Accepted Answer

Most Volo plans support personal hotspot for sharing with companions or other devices. Any exception is noted on the plan page.

Question 29

Do WhatsApp, LINE, WeChat and Google Maps work?

Accepted Answer

Yes, as normal over Volo data. Note that some places (mainland China, for example) restrict certain overseas services; check the local situation before you go.

Question 30

What if I run out of data? Can I top up?

Accepted Answer

Yes. Top up in My eSIM to add data or days to the same eSIM, or buy and install a new plan any time.

Question 31

When does validity start: purchase, install or activation?

Accepted Answer

On most plans, from the first connection at the destination (activation), not from purchase or install. Buy and install early; the days only start when you arrive.

Question 32

Is "unlimited" really unlimited?

Accepted Answer

You won't run out, but to keep the network fair for everyone, unlimited plans have a fair-use policy: the first 3 GB each day at full speed, then 1 Mbps until the next day resets. Maps, messaging and browsing are generally unaffected.

Question 33

Will my speed be throttled?

Accepted Answer

Fixed-data plans run at normal speed until the allowance is used. Daily plans follow the fair-use policy and slow down after the daily full-speed allowance. We don't throttle otherwise.

Question 34

4G or 5G?

Accepted Answer

Depends on destination, plan and local network. Where 5G is available and your plan and phone support it, you get 5G; otherwise stable 4G/LTE.

Question 35

Which carrier's network do I get?

Accepted Answer

Volo partners with the main carriers at each destination and every plan says which. Your phone picks the strongest partner network automatically; the actual network can vary by location.

Question 36

Which countries does a plan cover?

Accepted Answer

Each plan page lists its coverage. Check your destination is included before buying, especially for regional plans: make sure every country on your route is listed.

Question 37

Validity ended but data is left. Can I keep using it?

Accepted Answer

No. When validity ends the plan expires and any remaining data with it; it can't be kept or refunded. Choose a plan length that fits your trip.

Question 38

Which payment methods do you accept?

Accepted Answer

Apple Pay, Google Pay and major credit/debit cards, processed by Revolut. The options available are shown at checkout.

Question 39

How soon after paying do I get the eSIM?

Accepted Answer

Instant digital delivery. After a successful payment you get a confirmation email with the install link and instructions, usually within minutes.

Question 40

I didn't get the confirmation email

Accepted Answer

Check spam and promotions folders and that the email at checkout was correct. You can also resend from My eSIM. Still nothing? Contact us and we'll resend it.

Question 41

Can I get a receipt or invoice?

Accepted Answer

Yes. The order confirmation email serves as a receipt. Need another format? Just ask.

Question 42

Is my payment information safe?

Accepted Answer

Yes. All payments go through Revolut's encrypted checkout; Volo never stores your full card details.

Question 43

Can I get a refund?

Accepted Answer

An eSIM that hasn't been installed or activated can be refunded in full within 30 days of purchase. Once installed or activated it generally can't be refunded, except for a genuine technical problem we can't resolve. See the refund policy.

Question 44

I bought the wrong plan or region

Accepted Answer

As long as the eSIM hasn't been installed or activated, tell us as soon as possible and we'll swap or refund it. Once activated it can't be changed, so double-check destination and plan before installing.

Question 45

The eSIM won't install. Can I get a refund?

Accepted Answer

Yes. If your device meets the compatibility requirements and it still won't install, contact us so we can troubleshoot. If it's a product problem we can't fix, we refund or reissue.

Question 46

Can an installed or activated eSIM be refunded?

Accepted Answer

Generally no. Once activated it counts as used and, as a digital product, can't be refunded. For network-related technical problems, contact us and we'll do our best to help.

Question 47

The eSIM won't install

Accepted Answer

First use the one-tap button in the install email: open it on your travel phone and tap "Install on iPhone" or "Install on Android". If the link won't open, check you're on Wi-Fi with a stable connection, then reopen the email and try again. Still no luck? Use the manual details in the email (SM-DP+ address and activation code). Installing the same eSIM repeatedly can invalidate it, so contact us if in doubt.

Question 48

"No Service" after landing

Accepted Answer

Check in order: Volo eSIM is the data line, Data Roaming is on, Airplane Mode is off. Try restarting, or pick the carrier manually in settings. The first connection can take a few minutes.

Question 49

Connected but no internet

Accepted Answer

Make sure the data line is switched to the Volo eSIM with Data Roaming on, and turn off your home SIM's data so the phone doesn't use the wrong line. If it still fails, restart or reset network settings.

Question 50

Slow speeds

Accepted Answer

Speed depends on location, crowds and the local network. Move somewhere with better signal, restart, or switch between 4G and 5G in settings. On an unlimited plan, check whether you've passed the daily full-speed allowance.

Question 51

Only 2G or E after landing

Accepted Answer

First confirm the basics: Volo line on and set as mobile data, with Data Roaming on. If the bar still shows 2G or E, the phone has usually registered on a slower local network; choosing the network manually fixes most cases. iPhone: Settings › Mobile Data › Volo line › Network Selection › turn off Automatic and pick another supported carrier. Android: Settings › Network & internet › SIMs › Volo line › turn off automatic selection and choose manually. Wait about half a minute after switching. Airplane Mode on for ten seconds then off also makes the phone re-register. Still stuck? Contact us with your order number.

Question 52

I deleted the eSIM by accident

Accepted Answer

If the eSIM is still within validity and the plan is active, you can usually reinstall on the same device using the original install link; plan and remaining data are unaffected. It can't be moved to another device. If reinstalling fails, contact us. To be safe, don't remove the eSIM until the trip is over.

Question 53

Do I need to set an APN manually?

Accepted Answer

Usually not; most phones configure it automatically. In the rare case an APN is needed, the details are in our email or install guide.

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