Help & FAQ

What is an eSIM?

An eSIM is a digital SIM built into modern phones. Instead of a physical card, you install a data plan by scanning a QR code. It's the fastest way to get data when traveling.

Where can I buy a SIMS-ON eSIM?

At any SIMS-ON partner kiosk in Kosovo, or directly online at sims-on.com. Look for the SIMS-ON sign at kiosks.

Is my phone compatible?

Most smartphones from 2019 onwards support eSIM: iPhone XS+, Samsung Galaxy S20+, Google Pixel 3+, and many more. Check Settings > Cellular for an 'Add eSIM' option.

How do I install my eSIM?
  1. Open Settings on your phone
  2. Go to Mobile Data / Cellular
  3. Tap 'Add eSIM' or 'Add Data Plan'
  4. Scan the QR code from your receipt or order email
  5. Enable Data Roaming at your destination
How quickly is my eSIM active?

Instantly after payment. The data plan activates when you first connect to a network at your destination.

How do I top up?

Visit sims-on.com/topup, enter your ICCID (printed on your receipt), and choose a new data plan. Your existing eSIM gets more data instantly.

What is your refund policy?

Unused eSIMs qualify for a full refund. Once activated, refunds are handled case-by-case. Contact support@sims-on.com.

How do I contact support?

Email support@sims-on.com with your order ID or ICCID. We typically respond within 2 hours.