Stuck? Let’s get you back online.
Real help. Real humans.
Send us a message and our crew will sort it. Most hiccups take a minute to fix, so try the quick fixes below too.
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Message us whenever
Ask for a real person any time you need one.
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Check your usage
data.pocketroam.com, with the email you bought with.
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Can’t fix it?
We'll replace it or refund you. Our refund policy has you covered.
Message received.
Our crew will reply to your email shortly. Keep an eye on your inbox (and your spam folder, just in case).
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60-second fixes.
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Data roaming on?
Settings › Mobile › your Pocket Roam eSIM › turn on Data Roaming.
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Right line for data?
Make sure your Pocket Roam eSIM is the line set for mobile data.
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Turn it off and on.
A restart fixes more than you’d think. Seriously.
Questions? Answered.
How do I get started?
- Pick a plan Enter your destination and choose your data.
- Scan the QR Scan the code we email you to install the eSIM.
- Roaming on Turn on data roaming for the eSIM.
- Land & go You're connected the moment you arrive.
When does a bundle activate?
Your bundle starts the first time your phone connects to a network in a country it covers, not when you install it.
You can add more bundles to the same eSIM for many destinations (the portal will tell you if one needs a new eSIM). Only one bundle runs at a time, and each starts in its own country. If two bundles cover the same country, the one that ends soonest is used first.
Do eSIMs include a phone number for calls?
No. Pocket Roam eSIMs are data-only, so there's no phone number and you can't make calls or send texts. (We may text you usage alerts.) Use WhatsApp, FaceTime, Messenger or Zoom for calls over data. If your phone takes two SIMs, keep your home SIM on for calls and use Pocket Roam for data.
When should I activate my eSIM?
- Just before you fly. Install it once your trip's locked in, so you're online the moment you land.
- It won't eat your plan. Your plan only starts once you connect in your destination.
- Once it's installed, it's yours. Installed eSIMs can't be refunded for a change of mind, so don't install until you're sure.
- Already abroad? Connect to Wi-Fi first, then install.
What if my eSIM doesn't work?
- Check your settings. Make sure data roaming is on for your eSIM.
- Restart your phone. It fixes a lot.
- Message us. Our friendly bot can help get you connected or can always ask for a real person.
- Replaced or refunded. If we can't fix it, we'll replace your eSIM or refund you in full.
Can I recharge or renew my bundle?
Yes. Buy another bundle, then add it to your existing eSIM at data.pocketroam.com. No need to set the eSIM up again. For a few destinations you'll need a new eSIM, and the portal will let you know.
Can I get a refund?
Yes, if you haven’t installed your eSIM yet. Contact us and we’ll refund you in full, or swap it for a different plan. Once an eSIM is installed or has connected to a network, we can’t refund it for a change of mind. If it doesn’t work, we’ll help you get connected, and if we can’t fix it we’ll replace it or refund you. Read our full refund policy →
Do I need an unlocked phone?
Yes. Phones locked to a carrier can't use other services like Pocket Roam. Check with your carrier or in your phone's settings that it's unlocked before you buy.
Can I use my SIM card and eSIM at the same time?
Yes, if your phone supports dual SIM. Keep your number for calls and texts on your usual SIM, turn off its data roaming, and use your Pocket Roam eSIM for data. No roaming bill shock, and you're still reachable.
Is my phone compatible with eSIM?
Most phones from the last few years are, including iPhone XS/XR and newer, Google Pixel 4 and newer, and Samsung Galaxy S20 and newer. Check your exact model on our compatible devices page, or dial *#06#: if you see an EID number, you're good.
Your phone also needs to be carrier-unlocked.
Can I hotspot with my eSIM?
Yes, at no extra cost. Share your data with laptops, tablets or friends' phones. Just keep an eye on usage, as hotspotting uses data faster than you'd expect.
What is roaming?
Roaming means your phone connects to a local network when you're outside your home network. Pocket Roam lets you roam across multiple destinations with one eSIM, at a fair price.
What's the data speed like in rural and urban areas?
Cities usually have strong 4G or 5G, fast enough for streaming and video calls. Rural and remote areas can be slower. Not sure about where you're headed? Message us and we'll check.
What happens to unused data?
Unused data expires at the end of your plan, and there’s no rollover. You’ll get a heads-up before your plan expires, and you can top up any time at data.pocketroam.com.
How can I check how much data I've used?
- Usage portal. Log in at data.pocketroam.com with the email you bought with.
- SMS alerts. We text you at 50%, 80% and 100% used (not available in every destination).
- Phone settings. Reset your phone's data counter when you start using the eSIM.
What happens when my data runs out?
Your data stops, with no surprise charges. You'll get a text in most destinations, and you can buy more data in a few taps at data.pocketroam.com.
Do you offer unlimited data bundles?
Yes, for almost every destination. Unlimited bundles give you 1GB at full speed every 24 hours (2GB on Max), then keep you online at a slower speed:
- Standard: then 512kbps. Fine for messaging, email and maps.
- Boost: then 1.25Mbps. Good for social media and music too.
- Max: 2GB full speed, then 2Mbps. Best for video calls and streaming.
Your 24 hours starts when you first use the bundle and resets each day.
What's the difference between Unlimited Standard, Boost and Max?
They all give you unlimited data. The difference is how much full-speed data you get each day and how fast things run after that.
| Full-speed data every 24 hours | Speed after that | Good for | |
|---|---|---|---|
| Standard | 1GB | 512kbps | Messaging, email, maps |
| Boost | 1GB | 1.25Mbps | Adds social media and music |
| Max | 2GB | 2Mbps | Adds video calls and streaming |
Full speed means 5G where it's available. Your 24 hours starts from when you first use the bundle and resets every day until the bundle ends.
How much data do I need?
It depends how you use your phone. As a rough guide:
- Light use (maps, messaging, email): around 300–500MB a day
- Average use (plus social media and music): around 1–2GB a day
- Heavy use (video calls, streaming, hotspotting): 2GB or more a day
Not sure? Unlimited takes the guesswork out, and you can always top up a data bundle.
Why am I getting SMS messages on my eSIM?
That's probably us. We text usage alerts at 50%, 80% and 100% used in most destinations, and sometimes updates about your plan. Getting texts that aren't from us? Message the crew and we'll look into it.
My QR code isn't working. What should I do?
- Clean your camera lens and scan again.
- Be connected to Wi-Fi or your usual mobile data the first time you install.
- Check your phone supports eSIM.
- Restart your phone and try again.
- Update your phone's software.
- Still stuck? Message the crew.
How many times can I use my QR code?
Once. Each QR code is tied to one eSIM on one phone, which keeps your plan secure. To use Pocket Roam on another phone, you'll need a new eSIM.
I deleted or lost my QR code. Now what?
Haven't installed it yet? Log in at data.pocketroam.com with the email you bought with, choose your eSIM and download the QR code again.
Deleted the eSIM from your phone? It usually can't be reinstalled. Message the crew and we'll see what we can do.
No match for that one.
Try another word, or message the crew and we’ll answer it for you.
Still stuck?
No question's too small. Message the crew and we'll sort it.