Frequently Asked Questions

An eSIM is a digital SIM card built into your device, so no physical card is needed. Activate your data plan in minutes, no shipping, no swapping.

Download the Yatelo app, choose your destination and plan, then install the eSIM instantly via QR code or one-tap activation. Easy!

Most phones from 2018 onwards support eSIM, including iPhone XS to iPhone 17, Google Pixel 3 and newer, Samsung Galaxy S20+ through S25 series (plus Z Flip/Fold), and iPads with cellular. Need to check? View the full Device Compatibility List.

Nope! You can use both your physical SIM and eSIM at the same time if your phone supports dual SIMs.

Yes! Yatelo works in over 200 destinations. Check the full list of destinations for coverage and available plans.

• 1GB: Light browsing, messaging, and maps for a couple of days
• 3-5GB: A week of regular use
• 10GB+: Streaming, remote work, or long trips

Each plan's validity period is shown on the product page before you buy (for example, 7, 15, or 30 days) and starts counting from activation, not purchase. Unused data does not roll over once a plan expires, so choose a validity window that matches your trip.

Most Yatelo eSIMs are data-only, but some plans include voice minutes and SMS, look for 'Voice & SMS' options when selecting your plan. For data-only plans, you can still make calls and send messages using apps like WhatsApp, iMessage, FaceTime, and Telegram.

Hotspot and tethering support depends on the plan and destination, check the plan details on the product page before purchasing. Where it's supported, sharing your eSIM data with other devices works the same as with a regular SIM.

Yes, you'll need an internet connection (Wi-Fi or existing mobile data) to download and install your eSIM. We recommend installing it before you travel, while you're still on a familiar network, so it's ready to connect the moment you land.

Choose one of these options in the app:

• Direct install: Tap "Activate SIM" in the app (on supported devices)
• QR code: Scan from another device
• Manual input: Enter details manually if needed

We recommend activating it right before you travel or when you're ready to use it. Your plan only starts counting once you connect.

Yes! You can easily add more data or buy a new plan within the app.

Once you use up your data allowance, your connection stops rather than slowing down. You'll need to top up or buy a new plan to keep using data.

Open the Yatelo app and go to your active eSIM. Your remaining data, and how much time is left on your plan, is shown right on that screen.

No, a Yatelo eSIM gives you a new local or regional data connection, it doesn't replace or forward your existing phone number. Keep your physical SIM active alongside your eSIM if you need to stay reachable on your usual number.

If you've installed your eSIM but can't get data, the most common reason is that you're not yet in your destination country. Your eSIM will only connect to networks in the region it's designed for. Once you arrive and your phone detects a supported network, it will connect automatically. Make sure data roaming is enabled in your phone settings before you land.

If you accidentally remove your eSIM or change phones, contact us, and we'll help you reinstall or replace your eSIM, depending on the plan.

We accept credit/debit cards, Google Pay, and Apple Pay. Prices are shown and charged in your local currency in most countries, picked automatically from where you are, and you can change it any time from the currency menu on our website or under Settings > Currency in the app. The total you see at checkout is exactly what you're charged. If your currency isn't available, prices are in US dollars (USD); your bank converts the amount, sets the exchange rate, and may add a foreign-transaction fee. Phone numbers are always charged in USD.

Yes. Every eSIM plan and eSIM top-up you buy earns Yatelo Credits as cashback: 3% on plans under 10 GB and 5% on plans of 10 GB or more. Unlimited plans earn 3% when valid for under 10 days and 5% for 10 days or more. Cashback is based on the amount you actually paid, after any discount or credits and excluding taxes, and is added to your account once your payment is confirmed. Use your credits on any future purchase within one year. If an order is refunded, its cashback is removed. See our Terms and Conditions for full details.

If a payment failed, was declined, or your order didn't go through, but you still see a pending charge, don't worry, this is a temporary authorization hold, not an actual charge. Your bank places this hold to verify your card, and it's automatically released within 3-7 business days depending on your bank. No money was taken from your account. If you have concerns, please contact your bank directly or reach out to our support team.

If you haven't activated your eSIM yet, or you ran into a technical issue that prevented it from working, contact our support team and we'll review your case for a refund or replacement. Refunds aren't available once a plan has been activated and used.

Yes, Yatelo uses encrypted connections and works with trusted global carriers to protect your data.

Yes! For the fastest help, use the in-app chat for instant support. You can also email us at support@yatelo.com or visit our Contact page, though replies there take up to 24 hours.