FAQ
FAQ – eSIM Oracces
Find quick answers to all your questions: installation, compatibility, activation, data, coverage, payments, and support.
Compatibility & Devices
Is my phone eSIM compatible?
Most iPhones (XS and up), Google Pixels (3 and up) and many recent Samsungs (S20 and up, Note 20, Z Flip/Fold, etc.) are compatible.
Check in Settings: Mobile Network → Add eSIM Plan . If the option appears, your device is compatible.
Can I use an eSIM and a physical SIM card at the same time (Dual SIM)?
Yes, most recent devices allow dual SIM. You can keep your usual number (physical SIM) for calls/texts.
and use the Oracces eSIM for data while traveling. In Settings, set the default row to Cellular Data .
Are Chinese/Hong Kong dual SIM iPhones compatible?
Some specific models may differ. If the Add eSIM menu does not appear, the eSIM is not supported. Check the
exact model (
Réglages > Général > Informations ) and contact support if in doubt.
My phone is unlocked, is this mandatory?
Yes, the device must be unlocked to work with local networks abroad. Contact your carrier if necessary.
Purchase, Delivery & Activation
How does eSIM delivery work?
After payment, you will immediately receive an email with a QR code (or activation code).
Scan it from your phone to install the eSIM profile in seconds.
When should I install my eSIM?
You can install it before you leave (at home on Wi-Fi) and then activate data upon arrival.
On some plans, validity starts from the first connection to the destination network.
How to activate eSIM on iPhone?
Go to Settings → Cellular Data → Add eSIM Plan → Scan the QR code → Follow the wizard.
Then set the Oracces eSIM as a data line and enable the Data Roaming option for the destination.
How to activate eSIM on Android (Samsung/Pixel)?
Open Settings → Connections / Mobile network → Manage SIM cards → Add eSIM → Scan the QR code.
Then select the Oracces eSIM for Mobile Data and enable Roaming .
I can't scan the QR code, what should I do?
Enter the manual activation code provided in the email, check Wi-Fi, restart the device and try again.
If the problem persists, contact support with your order number.
Usage, Data & Coverage
Does my plan include calls and texts?
Most Oracces eSIMs are data-only . You can call via WhatsApp, FaceTime, Telegram, etc.
Classic SMS/voice calls are not included unless otherwise stated on the plan sheet.
Can I share the connection (hotspot)?
Yes, tethering is allowed on most plans. Depending on the local network, a reasonable usage limit may apply.
Is 5G available?
Depending on the country and partner operators, you may be able to benefit from 4G/5G. If 5G is not available, you will be on 4G/4G+.
Which APN should I use?
The APN is usually configured automatically. If needed, we provide the APN in the activation email.
You can add it in Settings > Cellular Data > Cellular Data Network .
Is the coverage good in my destination?
We select the best local networks (multi-operators) for optimal coverage in cities and tourist areas.
In rural/mountain areas, quality may vary depending on local infrastructure.
Can I use the same eSIM in multiple countries?
Yes, if you purchase a regional plan (e.g., Europe, Asia, Americas). Country plans only work in the selected country.
Check the list of included countries on the plan sheet.
Validity, Top-ups & Management
When does my plan start to be valid?
Unless otherwise stated, validity starts from the first connection to the destination network (first use of data).
Can I top up my plan if I run out of data?
Yes, you can purchase a top-up compatible with your eSIM (depending on the plan) or order a new plan to activate immediately.
Can I transfer my eSIM to another device?
For security reasons, most eSIMs are non-transferable once installed. If you need to upgrade your device, please contact support.
What happens at the end of the validity?
The eSIM and plan expire automatically. You can delete the eSIM profile from Settings if you no longer use it.
Troubleshooting & Common Problems
I don't have a network when I arrive, what should I do?
1) Restart the phone • 2) Enable data roaming • 3) Force 4G/5G mode • 4) Check the APN • 5) Test manual operator selection.
If nothing changes, contact support with screenshots ( Settings > Cellular Data ).
My data is being consumed too quickly, why?
Turn off automatic updates, cloud storage, backups, and high-quality video playback. Use data saver mode if available.
Should I turn off roaming on my primary SIM?
Yes, to avoid any charges, leave the Oracces eSIM for data and deactivate roaming on your main SIM (if you keep this line for calls/SMS).
Do iMessage/FaceTime/WhatsApp work?
Yes, they use the data connection. Make sure you are connected to the network and that the services are enabled in the settings.
Payments, Invoices & Refunds
What payment methods do you accept?
Bank cards, Apple Pay/Google Pay and other solutions available through Shopify Payments (depending on your country).
Can I get an invoice?
Yes, your invoice is automatically sent by email after purchase. Contact us if you need additional information (VAT, company, etc.).
In which cases is a refund possible?
eSIMs are digital products. Refunds can only be considered prior to activation in the event of an order error or a proven technical issue.
See our Refund Policy .
Security & Personal Data
What data do you collect when using an eSIM?
A minimum of technical information (activation, country of use, data volume) to provide the service and comply with legal obligations.
See our Privacy Policy .
Is my payment information secure?
Yes. Payments are processed by certified providers (Shopify Payments, Stripe, etc.). Oracces never has access to your banking information.
Travel Tips
Should I turn off automatic updates while traveling?
Recommended to save data. Enable manual updates and limit video/streaming quality (YouTube, Netflix, social media).
Is VPN recommended?
Optional. A VPN can improve privacy on public Wi-Fi. With cellular data, the connection is already encrypted by the network.