FAQs2020-05-27T13:24:20+01:00
Loading...

FAQs

eSIMs
Physical SIM

FAQs

eSIMs
Physical SIM

FAQs

eSIMs
Physical SIM

eSIMs

What is an eSIM?2019-06-12T13:24:43+01:00

An eSIM is an embedded SIM inside your device. With eSIM, there’s no physical SIM card that you need to insert.

Which phones are eSIM enabled?2019-11-11T14:44:40+00:00

Currently, the iPhone 11 Pro Max, iPhone 11 Pro, iPhone 11, iPhone XS, iPhone XS Max, Google Pixel 2, Google Pixel 3 and Google Pixel 4 are all eSIM enabled.

Roaming

Can I use it in my own country?2019-06-12T13:26:39+01:00

This will depend on the bundle you have purchased. Please check the bundle description to see where it can be used.

Can I use my eSIM in Europe?2019-06-10T14:05:52+01:00

This will depend on the bundle you have purchased. Please check the bundle description to see where it can be used.

I have seen other low-cost solutions to high roaming charges. Why is Sim Local the best option?2020-02-13T12:13:20+00:00

Other companies use low cost call cards. These cards are still based on roaming charges but are attempting to offer reduced roaming charges. Sim Local offer a solution which completely avoids roaming charges. We work with all local networks to achieve the best international and domestic rates available for you.

Phone Unlocking

How do I know if my phone is locked?2019-06-12T13:26:53+01:00

To check if your phone is locked, simply contact your network provider. Networks can unlock phones on request, subject to the terms and conditions of your network agreement.

What does it mean if my phone is locked?2019-06-12T13:26:58+01:00

If your phone is locked, this means that it can only be used with one network.

Will my eSIM work if my phone is locked to a network?2019-06-10T14:06:25+01:00

If you are purchasing an eSIM from a network operator that is different to the network your phone is locked to, then you will need to unlock your phone before using the eSIM.

eSIM Profiles

I would like to switch to a new network operator, can I change my eSIM profile?2019-06-12T13:24:13+01:00

Yes, as long as your phone is not locked to a specific network.

How long is my eSIM valid for?2019-06-12T13:24:17+01:00

This will depend on the bundle you have purchased. Please refer to the bundle description for this information.

Why do I need an eSIM profile?2019-06-12T13:24:21+01:00

An eSIM profile is necessary in order to connect to your network operator to send and receive calls, texts and data.

Is there a limit to how many eSIM profiles I can download?2019-06-12T13:24:26+01:00

The number of eSIM profiles you can download depends on your phone, but you can only use one eSIM profile at a time.

What is an eSIM profile?2019-06-12T13:24:30+01:00

An eSIM profile is a virtual profile that stores user’s subscription and network settings.

Downloading an eSIM

What is the package – calls and/or texts?2020-02-13T12:22:38+00:00

All of our voice / SMS / data sims include calling minutes, UK texting and data allowances unless you purchase a data SIM which would include internet data allowances, no calls or SMS.

I cannot locate my QR code, how can I download my eSIM profile again?2019-06-12T13:27:21+01:00

Please see our video on activating your eSIM here: (include link)

I’m having trouble downloading my eSIM, what should I do?2020-02-13T12:16:02+00:00

You can attempt to download it again by scanning the QR code. For more assistance, please contact your network operator.

What do I do if my eSIM fails to download?2020-02-13T12:17:03+00:00

If your eSIM fails to download, please make sure that you are connected to the internet and try again. If this doesn’t work, please contact our customer service team at customerqueries@simlocal.com or call + 44 (0) 203 1516666.

How long does it take to download a profile?2019-06-12T13:23:51+01:00

An eSIM profile can be downloaded in a matter of seconds.

Misplaced eSIM Device

What should I do if I sell my device to a friend?2019-06-12T13:26:23+01:00

You should delete your eSIM profile and end your network plan before you sell your phone.

What do I do if my eSIM device is lost or stolen?2019-06-12T13:26:32+01:00

If your eSIM device is stolen, please contact your network provider.

Miscellaneous

Can I transfer my existing phone number to my eSIM?2019-06-12T13:26:07+01:00

You can request to have your existing number transferred to your eSIM by contacting your network provider.

Can I use my eSIM device as a hotspot?2019-06-12T13:25:46+01:00

This depends on the individual network and the bundle you have purchased.

Can the eSIM be accidentally removed?2020-02-13T12:18:29+00:00

No, the eSIM cannot be accidentally removed.

What is a dual SIM?2019-06-12T13:26:18+01:00

A dual SIM smartphone can hold and use two different SIM cards at the same time.

Which payment methods are supported on simlocal.com?2020-05-27T13:06:33+01:00

Sim Local accepts Paypal, Visa and all cards associated with Visa (Visa PrePaid, Visa Premium Deferred Debit, etc), Mastercard and all cards associated with Mastercard (Maestro, etc.). All credit/debit card transactions on simlocal.com are processed securely by Judopay to keep your information safe.

Will my physical SIM work in a device with my eSIM?2019-08-01T12:58:01+01:00

Yes, as long as you have an eSIM enabled phone.

Physical SIMs

What is a SIM card?2019-06-12T13:22:24+01:00

SIM is short for Subscriber Identity Module. A SIM card is a portable memory chip (like a mini hard disk) that automatically activates the cellular/mobile phone into which it is inserted. They are used with carriers that operate on the Global System for Mobile Communication (GSM) network. Typical international frequencies for GSM cell phones operate on two or three out of four different frequency band types: 850 MHz, 900 MHz, 1800 MHz and 1900 MHz.

SIM cards make it easy to switch to a new network by Simply swapping the SIM in an unlocked phone with a local network SIM card. The SIM holds personal identity information, your phone number, phone book, text messages and other identification data.

How long is my new SIM card valid for?2020-01-31T10:34:49+00:00

This depends on the Network provider of the SIM you purchase. For example, our EE, Three and Vodafone SIM cards are valid for up to 6 months, while our Lycamobile and Lebara SIM cards are valid for up to three months.

When does the billing period of my SIM start?2020-01-31T10:35:48+00:00

All of our SIMs are prepaid for 30 days therefore you pay upfront, meaning you cannot run up any bills unless you manually added your personal banking details to your SIM account. If you run out of credit, all you need to do is top up your SIM card.

Can I keep my existing phone number?2020-01-31T10:47:16+00:00

If you have an international number that you wish to use with your Sim Local SIM card, you cannot keep your existing phone number.

If your existing number belongs to the same network SIM card that you are purchasing with Sim Local, you can transfer your existing phone number by contacting the network provider directly and ask them to transfer your number to the new SIM card, as long as you have a PUK code.

When it comes to using any Apps associated with your existing number, you can continue to do so with your new Sim Local SIM card. Your Apps will remain associated with your existing phone number.

How do I choose a plan in store?2020-02-13T12:20:24+00:00

You may browse our available products to pick which SIM card best suits your needs. Our experienced staff can also assist with the SIM bundle and network selection. Depending on where you are travelling to you can purchase a SIM card for the UK, Ireland or EU as a whole.

Roaming

I have seen other low-cost solutions to high roaming charges. Why is Sim Local the best option?2020-02-13T12:13:28+00:00

Other companies use low cost call cards. These cards are still based on roaming charges but are attempting to offer reduced roaming charges. Sim Local offer a solution which completely avoids roaming charges. We work with all local networks to achieve the best international and domestic rates available for you.

Can I use my SIM card in Europe?2019-06-12T13:23:04+01:00

This will depend on the bundle you have purchased. Please check the bundle description to see where it can be used.

Can I use it in my own country?2019-06-12T13:22:59+01:00

This will depend on the bundle you have purchased. Please check the bundle description to see where it can be used.

Phone Unlocking

What does it mean if my phone is locked?2020-01-31T11:19:46+00:00

If your phone is locked, this means that it can only be used with SIM cards from the initial network provider that the device was purchased from.

How do I know if my phone is locked?2019-06-12T13:22:51+01:00

To check if your phone is locked, simply contact your network provider. Networks can unlock phones on request, subject to the terms and conditions of your network agreement.

Do I have to unlock my phone?2019-06-12T13:22:46+01:00

If your phone is currently locked, it must be unlocked in order to use one of our SIM cards.

SIM Card Settings

Can I use my phone as a tethering device with my new SIM?2019-06-12T13:21:59+01:00

This depends on the individual network and SIM card.

Can I use the SIM in a tablet instead of a phone?2019-06-12T13:21:55+01:00

To use one of our SIM bundles in a tablet you must ensure the SIM card does not include voice and messaging services, therefore you can only use a data SIM for this type of device.

Why can’t I connect to the internet?2020-01-31T11:20:45+00:00

Have you configured your SIM APN settings? If you are outside of the UK have you switched on the roaming services in your device’s data settings?

To get to the device’s APN settings on iOS:
1. Select “Settings”
2. Select “Mobile/Cellular Data”
3. Select “Mobile/Cellular Data Networks”
4. Enter Network APN

To get to the device’s APN settings on Android:
1. Select “Settings”
2. Select “Connections”
3. Select “Mobile Networks”
4. Select “Access Point Names”
5. Select “Create New APN”
6. Once APN settings are entered, press save and select the profile
7. Once the profile has been saved please ensure that this is the profile selected and in use if your device holds various APNs

What happens to my old SIM?2019-06-12T13:21:43+01:00

Nothing happens to your old SIM. We recommend keeping it in a safe place for use in the future.

How do I switch to a local network?2019-06-12T13:21:34+01:00

Once you insert the SIM card into your handset, the SIM will connect to the local network automatically.

What is the package – calls and/or texts?2020-02-13T12:22:47+00:00

All of our voice / SMS / data sims include calling minutes, UK texting and data allowances unless you purchase a data SIM which would include internet data allowances, no calls or SMS.

Is it for Bill Pay or Pre-Pay customers?2019-06-12T13:21:07+01:00

Sim Local provide only prepaid SIM cards.

Can I keep my existing phone number?2020-01-31T10:47:09+00:00

If you have an international number that you wish to use with your Sim Local SIM card, you cannot keep your existing phone number.

If your existing number belongs to the same network SIM card that you are purchasing with Sim Local, you can transfer your existing phone number by contacting the network provider directly and ask them to transfer your number to the new SIM card, as long as you have a PUK code.

When it comes to using any Apps associated with your existing number, you can continue to do so with your new Sim Local SIM card. Your Apps will remain associated with your existing phone number.

Do I need a new phone to use the product?2020-02-13T12:24:54+00:00

No, as long as your current handset is network-unlocked you may use the SIM in your current handset.

Am I double paying on my existing plan?2020-02-13T12:25:55+00:00

No. You will pay a one-off payment for the one-month bundle. This does not affect your contracted or home SIM plans.

Installation

How do I install my SIM card?2019-06-12T13:22:42+01:00

Remove your current SIM and store safely. Open the SIM Local packaging and insert the new SIM card exactly as the previous SIM was positioned. If prompted by your phone, enter the relevant codes, usually a PIN number. The activation codes will be printed on the accompanying packaging. Your phone is now immediately operational with credit pre-loaded on to the Sim Local SIM card.

How long does it take to install the SIM card in the phone?2019-06-12T13:22:38+01:00

The SIM card installation can take up to a maximum of 2 minutes depending on the mobile handset itself.

How quickly does the SIM card activate?2019-06-12T13:22:33+01:00

The SIM activation is immediate. Once you have popped the SIM into your device and connected to the local network your SIM bundle should be available for use immediately.

Top-up

Can I purchase Top-up outside of the UK?2020-01-31T11:21:55+00:00

You can purchase a top-up outside of the UK, however this can only be done using a UK registered bank card and calling the network provider’s customer service team directly.

You can also top up via the web provided you have a UK registered bank card.

How do I check my credit balance?2020-02-13T12:26:56+00:00

To check your credit balance, we recommend that customers call the automated service and follow the automated instructions to check your bundle/credit allowances.

The number dialled will differ depending on the network. For example; for an EE SIM the customer would call 150, however for Vodafone the customer would call 191 or 2345. The customer service details are always provided within each SIM packet.

Where can I buy additional credit?2020-01-31T11:22:45+00:00

Mobile call credit, also known as top-up or re-fill, can be purchased over the counter in all newsagents, petrol stations and post offices within the UK. Credit can also be purchased from each local network provider and in selected Sim Local airport retail stores.

Miscellaneous

Can I transfer my existing contacts to my new number?2019-06-12T13:25:02+01:00

The easiest way to do this is to go to your address book on your phone and follow the instructions allowing you to copy the numbers from your current SIM card to your mobile phone memory. All contacts will then be accessible from your phone regardless of the SIM in use. You can copy all downloaded contacts in the address book onto your new local SIM.

Is it possible to retrieve voice messages from calls made to my existing phone number?2019-06-12T13:24:48+01:00

Yes. You need to dial your local number (with country prefix) and include the code required by your home network provider.

Go to Top