Frequently asked questions

An eSIM is a digital SIM built into your phone. There's no card to insert or swap: you add it by scanning a QR code or tapping install on the phone. Your physical SIM can stay in, so your home number still receives texts.

No. A phone can store several eSIMs, so keep your Taiwan eSIM — don't delete it. After installing, go to Settings → Cellular (Mobile Data) and switch Mobile Data to the new eSIM, and keep your Taiwan number on for texts. Turn off Data Roaming on your Taiwan number to avoid roaming charges. Some Android phones can only have one eSIM active at a time; just switch to the travel eSIM when you go abroad.

Dial *#06#: if an EID appears, it does. Supported models by brand are listed on our "Phones that support eSIM" page; Samsung phones sold in Taiwan only have eSIM from the 2026 Galaxy S26 series, Z Fold8/Z Flip8 and similar.

Phones that support eSIM →

No. Contract phones or phones locked by a foreign carrier must be unlocked by that carrier before you can install another provider's eSIM.

These are data-only plans: no calls and no phone number. Use LINE or other internet calling; keep your home SIM in the other slot to keep receiving verification texts.

No. Buy on the website; after payment you get the installation details on the web page and by email, and install them using your phone's built-in settings.

You can choose a multi-country plan (such as Europe or US/Canada/Mexico) that works across several countries. Multi-country plans may route traffic through another country, which the plan page points out; if you're visiting one country, compare its single-country plans first.

For most plans, days start counting the first time it connects at your destination, so you can install it before you leave. Use it within 180 days of purchase. Plans with different rules are clearly marked on the plan and checkout pages.

Plans currently on sale are valid if you start using them within 180 days of purchase (see each plan page). Most plans only start counting days the first time they connect at your destination, so you can buy and install before you go.

There are two kinds of plans: Total data: one data allowance for the whole trip (e.g. 20GB / 30 days). When it runs out you can't go online, but some plans (currently Japan) let you add more data. Unlimited: a set amount of high-speed data each day (e.g. 2GB a day). After that, speed drops to 1Mbps for the rest of the day — you stay connected, and full speed returns the next day. 1Mbps is fine for maps, social media and LINE calls; video will be slower. Unlimited plans are currently available for Japan, South Korea, Thailand, Vietnam, Hong Kong, China (Singapore IP) and the United States, with 1GB–3GB of high-speed data per day depending on the destination — see each destination page.

It depends on the destination and plan. Each country's plan page has an "Available networks" section listing the carriers you can connect to, whether they support up to 4G or 5G, and where your traffic connects to the internet. Your phone picks one automatically depending on local signal; actual speed depends on local coverage and how busy the network is.

Japan eSIM guide →South Korea eSIM guide →Thailand eSIM guide →United States eSIM guide →Europe eSIM guide →

We currently accept credit cards, charged in TWD. Card details are encrypted by TapPay; we never see or store your card number.

Some cards require verification by the issuing bank (for example a code sent by text) before the charge goes through. It's a bank security step.

If the result page says the payment wasn't completed, the order wasn't charged. You can choose a plan and pay again.

No. You can buy without signing up, then sign in later with the same email (using a code, no password) to see the order in your account.

Once payment is complete, we'll email an electronic receipt to your order email. For a company tax invoice for a business or travel agency purchase, use Contact us and choose "Travel agency / partnership".

Enter it in the Discount code field at checkout and apply it; the amount due updates right away. Some codes require signing in.

Yes. Enter the email of the person who'll use the eSIM, and the pre-departure text reminder can go to their phone. Each order is one eSIM, so place one order per person.

Usually in under a minute. The page after payment shows the installation details automatically, and they're also emailed to you.

Before you leave, on Wi-Fi. Most plans only start counting when they first connect at your destination, so installing early doesn't cost you days. The few plans that start counting on installation are clearly marked; install those after you arrive. Already abroad? You can still buy one: connect to hotel or airport Wi-Fi to install and start using it.

On iPhone with iOS 17.4+ or Android 10+, tap the install button on your eSIM page; or scan the QR code with your phone. See our iPhone and Android installation guides for step-by-step instructions.

iPhone installation guide →Android installation guide →

Enter your departure date at checkout to turn on a text reminder the day before, and choose the time you want it. Taiwan mobile numbers only. You can change or cancel it afterwards on your eSIM page or in your account.

Check your spam folder first. If it's not there, go to Find my order and enter your order email and order number to resend it to the same address; members can also see it in their account.

Find my order →

Go to the Find my order page (/lookup) and enter your order email and order number; the installation email will be resent to the same address. Members can also view it in their account. If you deleted an installed eSIM, contact support at service@yunelo.tw.

Find my order →

Check that mobile data is set to the eSIM and that its Data Roaming is on, then toggle Airplane mode on and off. If it still doesn't work, contact support while the plan is valid, with your phone model and a screenshot of your mobile network settings.

eSIM troubleshooting →

Tap Check usage on your eSIM page or on the order page in your account. Usage usually appears after you start using the eSIM.

Japan plans can be topped up: tap "Add data" on your eSIM page or on the order in your account. The added data and days go onto your existing eSIM, with no need to reinstall; add-ons can't be refunded. Other destinations don't offer add-ons yet; buy a new plan when your data runs out.

The plan ends when it expires. Remaining data can't be refunded, extended or carried over to another trip. For Japan plans, you can add data before the plan expires if you're running low.

Keep Data Roaming off on your home line so data only goes through the eSIM. Answering calls on your home number abroad may still incur roaming charges under your carrier's plan.

You can delete it in your phone's settings once the plan has ended. Don't delete it while the plan is still valid; a deleted eSIM usually can't be reinstalled.

An eSIM is a digital product issued immediately after payment, so the 7-day right of withdrawal doesn't apply. Plans marked "Refundable if not installed" can be fully refunded within 30 days of purchase if not yet installed; other plans can't be refunded once the installation details are sent. If you still can't connect after help from support because of a network problem, any plan can be refunded. See our refund policy.

Refund policy →

Plans marked "Refundable if not installed" (all plans currently on sale) can be fully refunded within 30 days of purchase if the eSIM hasn't been installed; the refund goes to the original credit card. Once installed or used, it can't be refunded.

Refund policy →

If it isn't installed yet and the plan is marked "Refundable if not installed", you can request a refund within 30 days of purchase and buy again. Installed eSIMs can't be refunded or exchanged.

Refund policy →

Refunds always go to the original credit card. We process them within 3 business days of approval; when it appears on your statement depends on your bank.

If issuing fails after payment, the system automatically cancels the order and refunds you. No request is needed.

Use the Contact us page (/contact) or email service@yunelo.tw with your order number, order email and a description of the problem; for connection problems, include your phone model and a screenshot of your settings. We'll reply to the email address you give us.