Find answers to the most common questions below — or get in touch and we'll help you out.
After ordering, you'll receive a QR code by email. On your phone go to Settings → Mobile network (iPhone: Mobile Service) → Add eSIM and scan the QR code. Your eSIM activates instantly — no waiting, no physical delivery.
Yes. Text PAC to 65075 from your current phone to get your PAC code. Enter it during the order process or in your account after joining us. Your number transfers within 1 working day.
That depends on your plan — our plans differ in data and in nothing else. On Unlimited there is no monthly data allowance in the UK. On a plan with a fixed allowance, such as 30GB or 100GB, we tell you when you are close to it and your data stops when it is used up, so you are never charged for extra data without agreeing to it first — your calls and texts keep working either way. Unlimited UK calls and texts, and full-speed 4G/5G with no speed caps, come with every plan. A fair use policy applies to keep the network fast for everyone; normal personal use is never affected.
No. We don't do annual or inflation-linked price rises. If we ever need to change your price, we'll give you at least 30 days' notice and you can leave without charge before it takes effect.
Your plan works in 41 European destinations at no extra cost — the whole EU plus Switzerland, Norway, Iceland, Liechtenstein, Gibraltar, San Marino, the Faroe Islands, Guernsey, Jersey, the Isle of Man, and four French overseas regions (Guadeloupe, Martinique, French Guiana and Réunion — not Mayotte). Monaco and Andorra are not included. Your calls and texts work there as they do at home, as long as you are calling or texting a UK number — dialling a local number in the country you are in counts as an international call on your line and will not connect. Your plan's data allowance covers the UK and these destinations together, and part of it can be used while roaming: 25GB a month on Unlimited, 25GB on the 100GB plan and 7.5GB on the 30GB plan. See our terms for the full list.
Outside the destinations listed above, your line is barred rather than billed: no data, no calls either way and no texts out, though it can still receive texts and reach 112 — so nothing can run up a bill while you are away. Inbound texts are where bank and verification codes arrive, so those still reach you. An incoming call will not reach you or your voicemail.
Dial 555 from your phone. It's free and included in your plan, in the UK and while roaming in the destinations covered by your plan. There's no separate voicemail number to remember and nothing to set up.
We run on the UK's biggest mobile network: 4G covers 99% of the UK population outdoors, with 5G in major towns and cities.
Yes. Sign in to your account, go to My UK SIM, and select Suspend eSIM. Calls, texts and data stop straight away and your number stays yours; select Resume eSIM to turn it back on. Your plan is still billed while your eSIM is suspended — to stop paying, cancel your plan instead.
Sign in to your account, go to My UK SIM, and select Cancel plan. There's no notice period, no cancellation fee, and your plan runs until the end of your current billing month.
No. We don't run credit checks. Anyone with a UK address and a valid payment method can sign up.
In your inbox. We email the QR code as soon as the payment goes through — there's nothing to collect and no SIM to post. If it hasn't arrived after a few minutes, check your spam folder; if you bought it while signed in, it's also in your account. Our how eSIMs work page has the install steps.
Yes, if you haven't installed or used it. Contact us within 14 days of buying and we'll refund it in full. Cancelling takes us up to 2 working days and isn't complete until we confirm it, so the eSIM stays live until then — if it is activated in the meantime, it counts as used. Once an eSIM has been activated we can't refund it, in whole or in part: the full allowance is bought on your behalf at that moment, whether or not you go on to use it. See our terms for the detail.
No. An email address is enough — that's where the QR code goes. Creating an account is optional and only really helps if you travel often: your past eSIMs are listed there and buying another is one tap.
Whichever currency is shown on the price when you check out — you can switch it on the store. That is the amount we take. If it isn't the currency your card is held in, your bank may apply its own conversion rate or a foreign-transaction fee on top; that part is between you and them, and we don't receive any of it.
There's nothing to go up. You pay once, at the time you buy. There's no subscription, nothing renews, and what you paid for a bundle is fixed at the moment you bought it even if we change our prices later.
No. There's no credit check and you don't need to live in the UK — a valid payment method is all it takes.
You keep it, but not on the travel eSIM. A travel eSIM is data only: it has no phone number, so it can't make or receive ordinary calls or texts. Your usual SIM keeps your number and keeps working alongside it, which is also where any bank or verification code will arrive. Apps like WhatsApp carry on using your normal number over the travel data.
A local one. Each bundle connects you to the mobile operators our supplier has agreements with in the country or region it covers, so it varies by destination rather than being one network everywhere. Which countries a bundle covers is listed on the bundle itself before you buy.