FAQ
Q1. What is an eSIM?
An eSIM (embedded SIM) is a digital SIM card built into your phone. Instead of inserting a physical SIM card, you download a digital profile from us by scanning a QR code or tapping an install link. It works exactly like a regular SIM but lives in software.
Q2. Will my phone work with a Sila eSIM?
Most phones released after 2018 support eSIM, including iPhone XS and newer, Samsung Galaxy S20 and newer, and Google Pixel 3 and newer. Your phone must also be carrier-unlocked. See our Compatible Devices page for the full list.
Q3. How fast will I get my eSIM after buying?
Instantly. Within 60 seconds of payment, you'll receive an email with your eSIM. No app to download, no account to create.
Q4. What are the three ways to install my eSIM?
Method 1: Tap the one-tap install link in the email (easiest, works on iOS 17.4+ and modern Android). Method 2: Scan the QR code in the email using your phone's camera or Settings app. Method 3: Manually enter the SM-DP+ Address and Activation Code from the email into your phone's Settings. Pick whichever works best for your device.
Q5. When should I install my eSIM?
Install before you travel — ideally while you're still on Wi-Fi at home. Most Sila plans only start counting days from the moment your eSIM first connects to a network in your destination country, so installing early is safe.
Q6. Can I keep my regular phone number and WhatsApp?
Yes. Your physical SIM (or primary eSIM) stays active. Sila adds a second line for data only. Calls, SMS, and WhatsApp continue to work on your home number. You can receive WhatsApp messages over the Sila data connection without any setup change.
Q7. What happens when my data runs out?
Your connection stops and you'll see a notification. You can top up the same eSIM instantly from our site — no need to install a new one. Or buy a fresh plan if you've moved to a new region.
Q8. Is there a refund policy?
Yes. If you haven't installed the eSIM yet, we'll refund within 30 days of purchase. Once an eSIM is installed and activated, refunds are reviewed case by case — we'll work with you if something genuinely doesn't work.
Q9. Can I use the eSIM as a hotspot?
Yes, on most plans. Hotspot is supported on all our regional and global plans. A few country-specific plans have hotspot restrictions — check the plan page before buying.
Q10. Will I get 5G?
Where 5G is available locally and your phone supports it, yes. In countries where the local network is still 4G/LTE, you'll get the fastest available speed. We use Tier-1 carriers in every country we cover.
Q11. Do you support Arabic?
Fully. Setup instructions, customer support, and checkout are all available in Arabic. We're the only major global eSIM brand built bilingual from day one.
Q12. What's the difference between local, regional, and global plans?
Local plans cover one country, are cheapest per GB, and best for single-country trips. Regional plans cover a group of countries (e.g. MENA, Europe) on one eSIM — best for multi-country trips. Global plans work across 100+ countries on one eSIM — best for round-the-world travelers or those whose itinerary isn't fixed.
Q13. Can I buy an eSIM for someone else?
Yes. Buy the plan and forward the email to the traveler. Or contact us for bulk corporate orders — we offer discounted rates for companies sending teams abroad.
Q14. Do you offer plans for Hajj and Umrah?
Yes — these are some of our most popular plans, built specifically for pilgrims. Coverage includes Mecca, Medina, Jeddah, and all major sites. Setup instructions are written in Arabic, English, Urdu, Indonesian, and Malay.
Q15. Will my eSIM work during the 2026 FIFA World Cup?
Yes. Our World Cup 2026 plan covers all three host countries (USA, Canada, Mexico) on a single eSIM.
Q16. What if my eSIM doesn't work when I arrive?
Contact us 24/7 via email (support@silaesim.com) — we usually solve activation issues in under 10 minutes. Common fixes: toggle airplane mode on/off, check that data roaming is enabled for the Sila line in your phone settings, restart the phone.