Question 1

Can I make calls or send messages?

Accepted Answer

Simtel provides both data-only and call-enabled SIM/eSIM. Depending on the plan you choose, the SIM/eSIM may support full features or data usage only.

Question 2

Can I use a single physical SIM when traveling to multiple countries?

Accepted Answer

Yes. Simtel provides a physical SIM that can be used across multiple countries with just one SIM.

Question 3

Does the travel eSIM support 5G, or only 4G/LTE?

Accepted Answer

Travel eSIM plans may support 5G; however, this depends on the frequency bands available in the destination country and the capabilities of the local carrier. Some plans only support 4G/LTE to optimize costs or due to coverage limitations.

Question 4

Are there unlimited data SIM/eSIM plans available?

Accepted Answer

Yes. Simtel offers “unlimited” data plans for travel SIM/eSIM. However, these plans typically include a certain amount of high-speed data. After the daily high-speed data is used up, the speed will be reduced, but basic internet usage is still supported.

Question 5

Can I purchase a Simtel SIM/eSIM directly at a store?

Accepted Answer

No. Currently, Simtel provides international travel SIM/eSIM products through online channels, covering more than 200 countries and territories. You can easily purchase a SIM/eSIM on the Simtel.com website or through Simtel’s partners and agents.

Question 6

Will installing or inserting a travel SIM/eSIM affect my existing SIM/eSIM on the device?

Accepted Answer

No. Your existing SIM/eSIM will not be affected; you can use them simultaneously and switch between them flexibly in the settings.

Question 7

Where can I find the eSIM installation guide?

Accepted Answer

You can refer to the eSIM installation guide for Android and iOS devices here.

Question 8

How many times can I scan an eSIM QR code?

Accepted Answer

Each QR code can only be scanned once. If you encounter any issues during installation or activation, please DO NOT delete the eSIM and contact Simtel customer support immediately for assistance.

Question 9

When should I install the eSIM after receiving the QR code via email?

Accepted Answer

When installing the eSIM, please ensure your device has a stable 4G or WiFi connection. Therefore, it is recommended to install the eSIM about 2–3 hours before departure.

Question 10

How long will it take to receive the eSIM after successful payment?

Accepted Answer

The eSIM QR code will be sent via email within 2 minutes. Please ensure that you enter the correct email address when placing your order and check your Spam/Promotions folders. If you have not received it, please contact Simtel customer support for assistance.

Question 11

Will the eSIM activate automatically, or do I need to contact the provider after landing?

Accepted Answer

The eSIM will automatically activate once it is successfully installed on your device. Upon arrival in your destination country, simply enable the eSIM, set it as the primary SIM for data, and turn on Data Roaming to access the internet.

Question 12

How can I use a travel physical SIM?

Accepted Answer

You need to insert the physical SIM into the device and MUST enable Data Roaming to use the service. If there is still no signal, please turn the device off and on again and wait about 5–10 minutes, as some networks may take longer to activate.

Question 13

Should I update the operating system while using an eSIM?

Accepted Answer

No. Updating the operating system may cause connection issues, loss of hotspot functionality, or service interruptions.

Question 14

Can I use WhatsApp, Viber, or Zalo with an eSIM?

Accepted Answer

Yes. You can still use calling and messaging apps such as WhatsApp, Viber, Zalo, etc., when using a travel eSIM.

Question 15

When using a travel SIM/eSIM and turning off my primary SIM, can I still use Zalo, Messenger,..?

Accepted Answer

Yes. As long as you have an internet connection from the travel SIM/eSIM, you can continue using Zalo, Messenger, and other apps normally even if your primary SIM is turned off.

Question 16

How can I check the remaining mobile data on my SIM/eSIM?

Accepted Answer

You can check your remaining data on the Simtel website by following these steps:

Step 1: Log in using the email you used to purchase the Simtel SIM/eSIM
Step 2: Go to Account > Order Information
Step 3: Select the SIM/eSIM you want to check
Step 4: Click Manage to view the data usage details

Question 17

Why am I receiving unfamiliar messages on my eSIM?

Accepted Answer

Since the eSIM connects to a local carrier, you may receive automatic messages from unfamiliar numbers. These messages are usually in the local language and are completely normal, and they do not affect your service usage.

Question 18

Can I enable Personal Hotspot while using an eSIM?

Accepted Answer

Not all SIM/eSIM plans support hotspot. This feature depends on the specific plan.

Question 19

If I lose or damage my physical SIM while traveling abroad, can it be reissued?

Accepted Answer

No. A physical SIM cannot be reissued remotely. However, we can assist you in switching to an eSIM. Please contact Simtel customer support for timely assistance.

Question 20

If I lose or damage my physical SIM while traveling in Vietnam, can it be reissued?

Accepted Answer

Yes. We support reissuing a physical SIM if you are in Vietnam. A reissue fee and shipping fee will apply, and you will need to pay these costs upon delivery.

Question 21

I received an email after purchasing the eSIM, but it does not contain a QR code. What should I do?

Accepted Answer

1. The email may be in the Spam/Junk folder
Open the email → under the subject line, you may see a warning banner → click “Display images below” or “Always display images from this sender” to show the images.
Check your Spam folder → find the email → mark it as “Not Spam” to move it to your inbox → open the email → click Show images / Display images.

2. Images may be blocked in your email settings
Go to Settings → See all settings → General → Images → select Always display external images.

3. If you have tried the above steps but still cannot see the QR code
Please contact Simtel customer support for timely assistance.

Question 22

I have purchased a travel SIM/eSIM and successfully installed/inserted it, but there is no signal. What should I do?

Accepted Answer

If you have already enabled Data Roaming but still have no signal, you can turn off the Automatic network selection on your device and manually select the supported carriers one by one to check.

Network selection guide:

iOS: Go to Settings → Cellular → Select eSIM → Network Selection → turn off Automatic, then manually select each available carrier.
Android: Go to Settings → Connections → Mobile networks → Network operators → turn off Automatic, then manually select each available carrier.

Question 23

If the SIM/eSIM does not work, can I get a replacement or a refund?

Accepted Answer

If the eSIM has an issue caused by Simtel, we will support issuing a replacement eSIM within 1–2 hours after confirming the issue, or provide a 100% refund within 7–14 working days if the issue cannot be resolved. You can refer to the detailed return/refund policy here.

Question 24

In which cases are returns/refunds not applicable?

Accepted Answer

eSIMs are not eligible for return or refund in the following cases: you no longer have a need to use the service, your device is not compatible, unstable connection speed due to network infrastructure in the destination country, or issues with the eSIM were not reported in a timely manner leading to expiration, etc. Please refer to the detailed return/refund policy here.

Question 25

I did not receive the email containing my eSIM information. What should I do?

Accepted Answer

After successful payment, you will receive an email containing your eSIM information (including the QR code and plan details) within 2 minutes. If you have not received the email after this time, please contact Simtel via:

Hotline/Zalo: +84 888 018 880
Zalo OA: Simtel
Email: cskh@simtel.vn

Question 26

I am unable to scan the eSIM QR code. What should I do?

Accepted Answer

There are several possible reasons why you cannot scan the QR code:

- Your device does not support eSIM
- The QR code is not scanned within the correct eSIM settings (the code can only be scanned in the eSIM setup section, not via the camera or other apps)
- The QR code has already been used
- The QR code is not fully within the scanning frame (please adjust so the entire code fits within the frame before scanning)

Question 27

What should I do if I accidentally delete my eSIM?

Accepted Answer

Typically, each eSIM can only be installed once and the QR code cannot be scanned again. However, if necessary, please contact Simtel customer support for assistance.

Question 28

My phone is listed as eSIM-compatible, but I still cannot scan/install the eSIM. Why?

Accepted Answer

If your device is listed as eSIM-compatible by Simtel but you are still unable to install the eSIM, possible reasons include:

- Carrier lock: Your phone may be locked to a specific carrier and cannot use eSIMs from other providers. You need to unlock your device to use eSIM from another carrier.
- Regional restrictions: Some device versions do not support eSIM, for example, iPhones manufactured for the China, Macau, and Hong Kong markets.

Please make sure to carefully check your device’s eSIM compatibility before purchasing. Refer to the device compatibility guide here.

Question 29

Can I extend my plan or top up data on my travel SIM/eSIM?

Accepted Answer

Yes. You can purchase an additional data plan on the Simtel website to continue using the SIM after the cycle ends (applicable to physical SIMs).

Question 30

Will there be any additional fees or charges when using the SIM/eSIM?

Accepted Answer

No. The price in your order already includes all costs, and there will be no additional charges during usage.

Frequently asked questions (Q&A)

Top questions

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Frequently asked questions (Q&A)

Top questions

Products & plansWill there be any additional fees or charges when using the SIM/eSIM?

Products & plansCan I extend my plan or top up data on my travel SIM/eSIM?

Products & plansCan I use a single physical SIM when traveling to multiple countries?

Receiving & installingWill installing or inserting a travel SIM/eSIM affect my existing SIM/eSIM on the device?

Receiving & installingHow long will it take to receive the eSIM after successful payment?

Receiving & installingWhen should I install the eSIM after receiving the QR code via email?

Products & plansCan I make calls or send messages?

Usage & connectivityHow can I use a travel physical SIM?

Usage & connectivityWhen using a travel SIM/eSIM and turning off my primary SIM, can I still use Zalo, Messenger,..?

Usage & connectivityCan I use WhatsApp, Viber, or Zalo with an eSIM?

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