Question 1

How do I Find Out if My Phone Supports eSIM?

Accepted Answer

Your phone must meet two conditions:
a. Dial *#06# in the phone call interface. Generally, if there is an EID, it indicates eSIM support. Without an EID, eSIM cannot be used.
b. Confirm with your carrier that your phone is not locked to a network.

Question 2

How to Fix eSIM Not Working Issues?

Accepted Answer

i. Select eSIM as your mobile data source.
ii. Turn on data roaming.
iii. Refer to the [How to Use it] for manual APN setup.
iv. Restarting your phone might also help.
v. If none of the above work, contact customer service promptly.

Question 3

Can I Use eSIM Alongside a SIM Card?

Accepted Answer

Yes. With dual SIM functionality, you can activate both a physical SIM card and an eSIM card simultaneously.

Question 4

How to Solve eSIM Hotspot Issues? / What can I do if my eSIM's Hotspot is not working?

Accepted Answer

Due to varying phone models, if your eSIM supports hotspot functionality but cannot use it, try the following:
a. Check if your phone is a contract or locked device.
b. Ensure VPN is disabled.
c. Make sure to turn on data roaming.
d. eSIM is set as the primary device.
e. Update your phone to a higher iOS version (iOS 13.6).
f. Use a physical SIM for internet, enable hotspot sharing (ensure it's available), then switch to eSIM without turning off the hotspot. Repeat this process several times, including restarting your phone several times.
g. If all else fails, contact customer service.

Question 5

What can I do if I lost eSIM Installation QR Code?  / I am experiencing ‘This code is no longer valid’ error, what can I do?

Accepted Answer

Contact customer service with your order number and a screenshot of your phone settings so we can provide you with support and assistance.

Question 6

Where can I find the EID and IMEI on my phone?

Accepted Answer

The EID can be seen as a digital signature that connects devices to mobile networks, typically consisting of 32 characters, a combination of letters and numbers; the IMEI is the International Mobile Equipment Identity, which can be seen as your phone's fingerprint, usually 15 digits long.
For Apple Iphones: Settings → General → About → EID/IMEI; another quick way to find your EID and IMEI is by dialing *#06#, which will display a screen with your device information.
For Samsung phones: Settings → About Phone → Status Information → IMEI/EID.

Question 7

How to activate a renewal order?

Accepted Answer

For total volume-based eSIMs: The renewal order will automatically activate after the first order is completely used up; you don't need to scan the code again for installation. After the first order's plan is used up, refresh the network, wait a few minutes, and it will automatically renew for you.
For daily-based eSIMs: The renewal order will automatically activate after the days covered by the first order's package have used up; you don't need to scan the code again.
Additionally, if you want to use eSIM on a different phone, please do not place a renewal order, as renewal orders do not support changing phones.

Question 8

Can I still purchase your service if I have already activated an eSIM on my phone?

Accepted Answer

Yes, your phone can store multiple eSIM profiles at the same time. You can choose which one to use in your phone settings.

Kenya | 4G/5G eSIM | Data packages | 24-hour billing | 30 days | QR code