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Viva eSIM Help Center

Viva eSIM Help Center & eSIM support

Viva eSIM Help Center provides step-by-step setup guides, activation help, and solutions to common eSIM issues.

Viva eSIM Help Center provides step-by-step setup guides, activation help, and solutions to common eSIM issues.

Viva esim help center is always here to help you.

Once you have purchased a data bundle, VivaeSIM will email your QR code with instructions on how to install on your device. If you are doing everything on your mobile, you may not be able to scan your QR code. You can also email the QR code to a friend then scan it off their device.

Your eSIM is also visible from your account under My eSIM. We have included a copy feature if you are unable to scan the QR code.

No. One eSIM can only be installed on a single device at any time.

VivaeSIM eSIMs are data only and you won’t be able to send SMS or make phone calls. However, internet-based messaging and calling services like WhatsApp and Messenger will work as they only use data.

You will be able to send and receive calls and SMS via your home network operator SIM, if you select your home SIM as the preferred SIM for these services. Please note that your home network provider may charge for calls and SMS while roaming.

Yes, you can use your home SIM card with your eSIM, provided that your device has dual SIM capabilities.

Dual SIM devices allow you to use both a physical SIM card and your new eSIM at the same time, giving you the ability to use two different networks on a single device. Once you have both SIMs set up, you can choose which SIM to use for calls, messages, and data.

Once you have purchased your data bundle and installed your eSIM, your data bundle will begin as soon as you switch on data roaming and connect to a network.

Yes, you can use your eSIM’s internet data on other devices by creating a personal hotspot.

On iOS, you can do this under the “Personal Hotspot” menu under settings.

On Android, you can do this under the “WiFi hotspot” settings.

An eSIM, or embedded SIM, is a digital SIM card that is built into a device, such as a smartphone or tablet, eliminating the need for a physical SIM card. It allows users to connect to mobile networks without the hassle of physically inserting or swapping SIM cards.

With an eSIM, users can switch between different mobile networks and activate new plans directly through their device’s settings. It provides greater flexibility and convenience, especially for travellers, as it enables seamless connectivity in multiple countries without the need to acquire and change physical SIM cards.

Yes, we do not restrict access to any apps, platforms or services. Please note that some social media sites may be restricted in certain countries.

We continually update our list of eSIM compatible phones on the following page Does my phone support eSIM?

Make sure your device is NOT LOCKED to a single network.

From your phone keypad, dial *#06# and check you have an EID value. If you do, an eSIM WILL work on your device.

We recommend you install your eSIM a few days before you travel. This will allow you time to speak with us should you need some help to get it going.

Our country data bundles will only work in the country when you get there, so there is no risk of a data bundle starting prematurely. However, if you purchase a region bundle, it could start accidentally if you are currently in one of the countries supported by the region. So be careful.

If you have any doubts, please sign into your account and start a Chat with an Expert.

We have multiple providers and if you use VivaeSIM more than once, you may have multiple eSIMs. You can view the eSIM for each bundle if you tap ‘View eSIM’.

If you require an eSIM for someone else or another device, you should register a new account with a different email address.

We get asked this question a lot and it is a tricky one to answer because it really depends on your individual data usage and whether your usage habits change when you travel. Other factors that need to be taken in to consideration are how long are you travelling for and how reliable is the free WiFi, but here are some general rules of thumb:

Our 1GB data bundles last for 7 days and for light browsing and messaging, 1GB should be more than enough for a trip up to one week.

For slightly longer trips or for streaming, maps and occasional social media, aim for 3-5 GB.

If you are streaming HD movies, attending long on-line meetings such as Teams or Google Meets or, if you consider yourself a heavy social media user, you may want to go for 10-20GB.

Our advice is to aim low because it’s so easy to top-up with VivaeSIM and our pre-paid data bundles mean you cannot be caught out by overspend. We also send messages to your eSIM when you reach 50%, 80% and 100% of usage.

An eSIM will not drain your battery any quicker than a physical SIM. However, if you only need data, we recommend you turn off your primary SIM when travelling, as using two SIMs will drain your battery faster. If you have two signal strength icons showing on your phone, then both SIMs are switched on.

Your eSIM has no restrictions on the websites or apps you would like to access. However, some websites may be inaccessible due to security protocols, proxy settings and local restrictions in the region.

Your internet speed is reliant on network congestion, prioritisation and coverage of your local network carrier. If you are experiencing slow speeds, and if you are in a destination where we have more than one network partner, try a manual network search and choose an alternative network.

eSim help: Once you have installed your eSIM it is yours to keep if you continue to use it at least once every 6 months. There are a limited number of eSIMs allocated, so we may revoke an eSIM if it remains unused for over 6 months. But don’t worry, we will just send you a new eSIM when you make your next purchase.

esim sim: Travel eSIMs can only be installed on devices that are NOT locked to a network.

For iPhones, go to Settings > General > About > Scroll down to Network Provider Lock > if it says ‘No SIM restrictions’ your phone is unlocked.

Android handsets do not have this facility in settings so you may need to check with your provider or try a different network SIM in your phone and see if it connects.

eSIM help – We have multiple providers and some countries may require different eSIMs. If you purchase a regional bundle like Europe, you will only need one eSIM for that region.

Esim help = If you would like to remove an eSIM that is no longer required, please make sure your device is connected to WiFi and follow these steps:

iOS

  1. Go to Settings.
  2. Tap Mobile Service.
  3. Tap the eSIM you want to erase.
  4. Tap Delete eSIM.

Android Devices

  1. Go to settings.
  2. Tap Network and Internet.
  3. Tap SIMs.
  4. Tap the eSIM that you want to erase.
  5. Tap Erase SIM.

eSIM Help for installing Problems: 

We recommend you install your eSIM a few days before you travel. This will allow you time to speak with us should you need some help to get it going.

Our country data bundles will only work in the country when you get there, so there is no risk of a data bundle starting prematurely. However, if you purchase a region bundle, it could start accidentally if you are currently in one of the countries supported by the region. So be careful.

If you have any doubts, please sign into your account and start a Chat with an Expert.

iMessage is normally setup when you install your eSIM. But occasionally, this does not happen and you will need to follow these steps to tell your iPhone to use your VivaeSIM eSIM for iMessage:

  1. Go to ‘Settings’ and scroll down and tap Messages.
  2. Toggle ON iMessage.
  3. Tap ‘Send & Receive’
  4. Uncheck your number and make sure your email address is checked. This way, you will be able to send and receive iMessages with only a data connection.

iPhones and iPads manufactured for China mainland, Hong Kong and Macao are not eSIM compatible. If you purchased your phone from a reputable company or directly from Apple, then this should not be a problem. It is really easy to check.

Go to Settings > General > About > Model Number

Under “Model Number” it will display a code like MQ183ZD/A. Tap this code and it will reveal the model number “Axxxx” code (where xxxx is four numbers).

Click to go to to the Apple website and locate your phone. The Axxx model number will identify the region for your phone.

See more about eSIMs on iPhones and iPads .

  1. Goto Settings > Network & internet
  2. Next to Mobile network, tap “+” Add
  3. Then tap Download a SIM instead?
  4. “Use 2 SIMs?” tap Yes to update phone

You can now continue to install your eSIM, click here to go to our dedicated Android page.

There could be several reasons why you’re unable to scan your QR code for your eSIM. Here are a few things you can try to resolve the issue:

  1. Your phone may not be eSIM compatible, not all phones are. Check here to see our Compatible Device List.
  2. Check your handset is NOT locked to a single operator.
  3. Use your device camera to scan the code – do not use a QR reader app.
  4. If you are getting an error message ‘Your QR code is invalid’ it could mean your eSIM is already installed or, installed on another device. Have you recently changed phones?

If none of the above work, you could try restarting your phone. If that doesn’t help, please sign into your account and start a Chat with an Expert.

You will receive your QR code within 15 minutes but please be sure to check your junk/spam folders just in case. If you haven’t received an email from us after 15 minutes, please sign into your account and start a Chat with an Expert.

If you have purchased a top-up, you do not need a new QR code – we will simply add the data bundle to your existing eSIM which is already installed.

Our eSIM’s have an automatic Access Point Name (APN) and manual programming is not necessary. However, if you do want to check or manually configure the APN, follow the steps below:

iOS:

Go to Settings

Mobile Service

Under SIMs select your eSIM

Scroll down and tap Mobile Data Network

In the APN field, type data.esim

Android:

Go to Settings

Network & Internet section

Mobile Networks

Access Point Names

Type the new APN settings, data.esim

Explore the eSIM Help Center for quick answers on eSIM installation, activation, compatibility, and troubleshooting.Viva eSIM Help Center provides step-by-step setup guides, activation help, and solutions to common eSIM issues.

To top up an active data bundle, sign into your account, search your destination and purchase another data bundle. We will then add the data to your existing eSIM and it will kick in as soon as the previous data bundle runs out – you DO NOT need to scan your QR code or install again.

If you purchase a data bundle for a different destination, we may send you a new eSIM to install but we will send full instructions with your order.

Sign in to your account at www.vivaesim.com and you will see your active/started data bundles on the home screen. You can view all data bundles if you tap ‘My data bundles & eSIMs’ in the menu.

You can purchase a new data bundle whenever you need to. Each purchase will extend the duration by 7, 15 or 30 days depending on the data bundle size you choose.

We will then add the data and days to your existing eSIM – you do not need to scan your QR code.

If you have purchased a top-up ‘in country’, we have added the data bundle to your existing eSIM and it will kick in as soon as the previous data bundle runs out. You DO NOT need to scan your QR code or install again. You can view the new data bundle if you tap ‘My data bundles & eSIMs’ in the menu.

If you have have purchased a data bundle for a different country, please make sure you have the correct eSIM installed. It’s really easy to do – just sign in to your account and tap ‘My data bundles & eSIMs’ in the menu and then ‘View eSIM’ on the data bundle you would like to use.

If you are unsure, please sign into your account and start a Chat with an Expert.

Your data bundle is valid for a specific term of either 7, 15, or 30 days. Unused data expires at the end of the term. You can purchase a new data bundle at any time at www.vivaesim .com

When installing your eSIM, the name of our chosen network partner may be displayed. This is normal.

You can check which SIM you are using in the settings of your phone. You can also choose which SIM will be used for voice calls, SMS and data. You will need to ensure you have chosen your eSIM for data when you reach your destination. To do this follow these steps:

iOS

  1. Go to Settings.
  2. Go into “Mobile Service”
  3. Click on which eSIM you want to use / enable for data.
  4. Make sure “Turn On This Line” is turned on.

Android

  1. Go to Settings.
  2. Go into “Network and Internet”
  3. Go into “SIMs”
  4. Click on your eSIM
  5. Make sure “Use eSIM” is on
  6. On the same page, you will notice that you are able to choose which SIM is preferred for data, voice and SMS. Make sure your eSIM is preferred for data

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