Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM built into your phone. Instead of inserting a physical SIM card, you download a data plan directly to your device. It works just like a regular SIM — but without the plastic.

Question 2

How is an eSIM different from a physical SIM?

Accepted Answer

A physical SIM is a small card you insert into your phone. An eSIM is already built into your device — you just activate it by downloading a plan. You can have both active at the same time (dual SIM), so you can keep your regular number for calls while using your eSIM for data.

Question 3

Is my device compatible?

Accepted Answer

Most modern smartphones support eSIM, including iPhone XS and later, Samsung Galaxy S20 and later, and Google Pixel 3 and later.

Question 4

Does my phone need to be unlocked?

Accepted Answer

Yes, your phone must be carrier-unlocked to use an eSIM from Roamly. If you bought your phone outright, it's likely already unlocked. If you're on a contract, contact your carrier to check.

Question 5

How do I buy an eSIM?

Accepted Answer

Browse plans by country on onroamly.com, select a plan that suits your trip, and check out securely with Stripe. Your eSIM will be ready in your account within a few minutes.

Question 6

How do I install my eSIM?

Accepted Answer

After purchasing, go to My eSIMs and tap 'Add to iPhone' or 'Add to Android'. Your device will guide you through the setup. You can also scan the QR code to install on a different device.

Question 7

When should I install my eSIM?

Accepted Answer

Install your eSIM before your trip while you're connected to Wi-Fi at home. Don't activate it until you arrive at your destination — activating early may start your plan countdown.

Question 8

Can I install the eSIM on a different device?

Accepted Answer

Yes — use the QR code option in My eSIMs to scan and install on another device. However, once installed, the eSIM is locked to that device and can't be transferred.

Question 9

When does my plan start?

Accepted Answer

Most plans start when you first connect to a network at your destination, not when you install the eSIM.

Question 10

Can I make phone calls with my eSIM?

Accepted Answer

Roamly eSIM plans are data-only. You can use apps like WhatsApp, FaceTime, Zoom, or Skype for calls over data. Your regular SIM stays active for traditional calls and texts.

Question 11

Can I use hotspot / tethering?

Accepted Answer

Yes — all plans support hotspot and tethering, so you can share your data connection with laptops, tablets, or other devices.

Question 12

Will I get 5G?

Accepted Answer

Speed depends on the plan and local network coverage. Most plans support 4G/LTE, and many include 5G where available. Check the plan details and network information before purchasing.

Question 13

How do I check my data usage?

Accepted Answer

Log in to Roamly and go to My eSIMs. Your usage is updated regularly and shown on the eSIM detail page with a visual usage ring.

Question 14

Can I top up my data?

Accepted Answer

Some plans are reloadable — you can add more data from the My eSIMs page without buying a new eSIM. Check the plan details to see if your plan supports top-ups.

Question 15

What about roaming charges on my regular SIM?

Accepted Answer

To avoid roaming charges on your regular SIM, turn off data roaming for that line or disable it entirely while abroad. Use your Roamly eSIM for data and keep your regular SIM for calls/texts only.

Question 16

What currency are prices in?

Accepted Answer

All prices on Roamly are displayed in Australian Dollars (AUD).

Question 17

How do I pay?

Accepted Answer

We accept all major credit and debit cards via Stripe. Apple Pay and Google Pay are also supported.

Question 18

Can I get a refund?

Accepted Answer

eSIM plans are prepaid mobile data services, so refunds aren't generally available after provisioning. However, if something goes wrong — like purchasing the wrong plan or a compatibility issue — get in touch as soon as possible and we'll do our best to help. We always refund if the eSIM fails to provision due to a technical error on our end.

Question 19

Why should I use Roamly instead of buying a SIM card at the airport?

Accepted Answer

With Roamly, you buy and install your eSIM before you leave home — no queuing at airport kiosks, no language barriers, and no risk of getting ripped off. You land connected from the moment your plane touches down.

Question 20

How is Roamly different from other eSIM providers?

Accepted Answer

We're Australian-owned and operated with local support from Sydney. Our pricing is transparent in AUD with no hidden fees, and our plans start from just $5. We also offer real-time data usage tracking and easy top-ups from your account.

Question 21

Is Roamly cheaper than roaming with my carrier?

Accepted Answer

Almost always, yes. Most Australian carriers charge $5–10 per day for roaming. A Roamly plan for the same destination often costs less for an entire week than a single day of carrier roaming — and you get more data.

Question 22

Do I need to be technical to use Roamly?

Accepted Answer

Not at all. If you can download an app, you can set up an eSIM. The whole process takes a few taps and under five minutes. We also have step-by-step guides and live chat support if you need a hand.

Question 23

How do I create an account?

Accepted Answer

You can sign up with your email address, Google, or Apple. Email sign-ups require a quick verification code to confirm your email.

Question 24

How do I contact support?

Accepted Answer

You can reach us via live chat on the website, email at hello@onroamly.com, or through our contact page. We aim to respond within 24 hours.

Question 25

Can I change my email address?

Accepted Answer

Yes — go to your Account page, click 'Change' next to your email, and follow the verification steps. You'll need to enter your current password and verify the new email with a code.

Frequently asked questions

About eSIMs

Buying & installing

Using your eSIM

Billing & refunds

Why Roamly?

Account & support