Help centre
Find installation and troubleshooting guidance without leaving SIM.Africa. Package-specific order instructions take precedence over generic advice.
Where to find your eSIM and what to do if it has not arrived.
Open guideWhat an eSIM is and what to check before buying.
Open guideiPhone, Samsung, Google Pixel, QR, and manual setup.
Open guideUnderstand package-specific activation rules and data roaming.
Open guideWhat to check when the eSIM will not install or connect.
Open guideWhere to find and apply package-specific APN values.
Open guideHow eligible top-up packages appear on your secure order page.
Open guideSearch the curated checker and verify on your device.
Open guideUnderstand how fulfilment and activation affect a request.
Open guideSend the details our team needs to investigate quickly.
Open guideAn eSIM is a digital SIM profile installed on a compatible phone. It lets you add travel data without replacing your physical SIM card.
No. WhatsApp normally remains linked to your existing number. When prompted, do not switch the number registered to WhatsApp.
Most dual-SIM phones let you keep your usual SIM active while using the eSIM for mobile data. Your device settings determine which line handles calls, texts, and data.
Follow the installation window and activation policy shown for your package. If the supplier does not provide a clear activation rule, contact support before installing.
Activation rules vary by package. The plan page shows the supplier-provided rule when one is available; your order instructions remain the final reference.
We request your eSIM after payment is confirmed. Your QR code and setup guide appear on your secure order page when ready. Delivery depends on the supplier and may take longer if an order needs checking. If no setup details appear after 10 minutes, contact support with your order reference. Do not pay again for the same order.
Many travel eSIMs require data roaming on for the eSIM line. Follow the package-specific installation instructions in your order.
A plan's country list tells you where its supported networks operate. It does not guarantee reception throughout a national park, lodge, or remote area. Check the named local network for your route and download maps before you travel.
Many travel eSIMs are data-only. Check the Calls, SMS, and phone-number fields on the plan page; unknown means the supplier has not confirmed the feature.
If the supplier marks the eSIM as rechargeable, eligible top-ups appear in the order dashboard. Otherwise, you can purchase another plan.
Refund eligibility depends on fulfilment and activation status. Read the refund information before purchase and contact support with your order reference.
Many recent iPhone, Samsung Galaxy, Google Pixel, and selected devices from other manufacturers support eSIM. The phone must also generally be carrier unlocked.
We request your eSIM after your payment is confirmed. Your QR code and setup guide appear on your secure order page once the supplier has provided them. Keep your checkout link so you can return to that page.
Delivery depends on the supplier; immediate availability is not guaranteed. Buy ahead of travel while you have reliable internet for installation. We send the setup details to your delivery email when available; if no email arrives, check your order page and spam folder.
If payment is confirmed but your setup details have not appeared, email support@sim.africa with your order reference and payment time. If you are about to travel, contact us as soon as you notice the delay. Do not pay again for the same order.
Support checks your payment and existing supplier order to find out what happened. If the eSIM cannot be delivered, we explain the next steps and review the available remedy under our refund policy. Refunds require review; they are not issued automatically after a fixed waiting period.
Read the refund processIf the supplier marks your fulfilled eSIM as rechargeable, currently available top-up packages appear on its secure order page. If none are listed, do not assume the eSIM can be topped up; choose another current plan or contact support.
Email the order reference, destination, phone model, and a screenshot of the issue. Never send passwords or payment-card details.