Questions & answers
What is worth knowing before you fly, and after you land.
I installed it and I have no internet
Five things to try, in this order. None of them is the fix on its own: in the one case we have resolved, two settings changed at the same time and neither could be ruled out — so work down the list rather than looking for a single cause.
If you have only just landed, wait 3 to 5 minutes before you start. The eSIM completes a first handshake with the local network and that takes a few minutes. Step 1 below has you turn Wi-Fi off to test — do that at minute one and a connection that is simply not ready yet looks like a broken one.
1. Turn Data Roaming ON for the esid line, and make sure that line is the one selected for cellular data. The line itself has to be switched on too, and turn Wi-Fi off while you test, so you are testing the eSIM and not your home network.
On iPhone: Settings → Cellular → tap the esid line → turn the line on. On the same screen: Data Roaming → on. To pick the line for data: Settings → Cellular → Cellular Data → choose the eSIM.
On Android: Settings → Network & internet → SIMs → tap the eSIM → turn it on. On the same screen: Roaming → on. To pick the line for data: same screen → Mobile data → choose the eSIM. Some manufacturers name these menus slightly differently.
2. Add an APN named data.esim, leaving every other field at its default. It is supposed to configure itself; on some handsets it does not, so add it rather than go looking for it. If it stops working after changing network or landing in another country, go back to the APN screen and check it is still selected. On iPhone: Settings → Cellular → the line → Cellular Data Network. On Android: Settings → Network & internet → SIMs → the line → Access Point Names → add.
3. Select the network manually, choosing one the package covers, instead of letting the phone choose. On iPhone: Settings → Cellular → the line → Network Selection → turn Automatic off → pick a network. On Android: Settings → Network & internet → SIMs → the line → network selection → turn automatic off → pick a network.
4. Turn airplane mode on, then off again.
5. Restart the phone. It is also part of a normal install, so it may already have been done.
I have just landed and it still has no signal
Give it 3 to 5 minutes. On arrival the eSIM has to complete its first handshake with the local network, and that is how long it takes.
Do not start changing settings inside that window. Almost everything in the first entry above — turning Wi-Fi off, choosing the network by hand — makes a connection that is still starting look like one that has failed.
If it is still not connected after five minutes, work through the first entry.
When does my package start?
On first use — not when you install it.
So you can install the eSIM at home before you fly without spending days from the package.
Can I install it before my trip?
Yes, and it is recommended.
Installing needs an internet connection, so it is easiest at home on Wi-Fi rather than at the airport.
What do I need in order to install it?
A strong Wi-Fi connection. Installing downloads the eSIM profile onto the phone, and a weak or crowded network is the usual reason an install stops partway.
On iPhone, turn Wi-Fi Assist off before you install: Settings → Cellular → scroll to the bottom → Wi-Fi Assist.
That one is about money rather than about the install. With Wi-Fi Assist on, the phone can use a little mobile data while the profile is being set up, and that can count as the package's first use — which is what starts it. The package would then be running days before you travel, out of the days you paid for.
Wi-Fi Assist is an Apple setting. If your Android phone has an equivalent — anything that switches to mobile data when Wi-Fi is weak — turn that off for the install too.
Can I make calls and send texts with it?
It is data only.
Your normal number and line keep working as usual for calls and texts.
How do I know my phone supports it?
Two things have to be true, and both are worth checking before you buy: the phone has to be carrier-unlocked, and it has to support eSIM.
On iPhone: Settings → General → About → Carrier Lock. It should read No SIM Restrictions.
Dial *#06# — if an EID appears, the phone supports eSIM.
Note: a phone that was unlocked recently can still have eSIM blocked by its carrier for a while.
On Android there is no single screen that reports the carrier lock. If the phone came with a contract and you are not sure, ask the carrier that sold it.
Can I move it to another phone, or reinstall it?
It is active on one device at a time.
To change phones: delete the eSIM from the old phone first, and only then install it on the new one.
Deleting it without reinstalling it may leave the plan unusable, so only delete it when you are ready to install it again.
I lost the email — where is my QR?
At the link in your order confirmation: app.ensof.io/e/<your code>.
Save that link — it is how you get back to your eSIM.
How long after payment until I get it?
Immediately, by email.
What happens when the data runs out?
You buy a new package.
There is no way to top up an existing eSIM today.
Can I cancel and get a refund?
Cancelled before activation, within 14 days of purchase — a full refund, with no handling fee.
Cancelled before activation, between 15 and 30 days of purchase — refunded minus a $3 handling fee.
After activation — it cannot be cancelled and cannot be refunded.
Installing the eSIM on your phone does not count as activation. The package counts as activated only from its first use on a network.
If the package is not working, write to us at info@ensof.io before you give up on it.
To cancel: email info@ensof.io with your full name and your order number. The refund is issued within 14 days of us receiving the request, to the same payment method.
Can I share the connection (hotspot)?
Yes, sharing is allowed on all our packages, the unlimited ones included.
If sharing does not work, the APN named data.esim may also need to be entered in the phone's Personal Hotspot APN field.