FAQs2019-08-12T16:47:20+01:00
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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?2019-08-15T11:38:32+01:00

Currently, the iPhone XS, iPhone XS Max, Google Pixel 2, and Google Pixel 3 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?2019-06-12T13:26:47+01:00

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 are offering 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?2019-06-12T13:27:06+01:00

This will depend on the bundle you have purchased. Please refer to the bundle description to see your data/minutes/text allowance.

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?2019-06-12T13:27:25+01:00

You can attempt to download again by scanning QR code. For more assistance, please contact your respective network operators.

What do I do if my eSIM fails to download?2019-06-12T13:23:47+01:00

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

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 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?2019-06-10T14:05:36+01:00

No, the eSIM cannot be removed.

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.

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.

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.

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?2019-06-12T13:22:20+01:00

SIM cards are typically valid for a period of 6 months from the last call/text made. Some variations may apply per network. Full details will be provided to you at point of purchase.

When does the billing period of my SIM start?2019-06-12T13:22:15+01:00

It starts as soon as you put the SIM card into your phone and follow the steps to activate your credit. If you have requested that someone in our store activates the SIM card before we post it, please be aware that the card is active before it’s in your possession. This would have an impact on your credit if it was time-sensitive e.g. if you bought a bundle which included 30 days unlimited data.

Can I keep my existing phone number?2019-06-12T13:22:11+01:00

Unfortunately, no. Every UK SIM comes with a unique mobile number, the customer can have their existing number to the new SIM however this would have to be done in the customers own time by contacting the network provider directly.

How do I choose a plan in store?2019-06-12T13:22:07+01:00

You may browse our available products to pick which SIM care best suits your needs where 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 in general.

Roaming

I have seen other low-cost solutions to high roaming charges. Why is Sim Local the best option?2019-06-12T13:23:10+01:00

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 are offering 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?2019-06-12T13:22:55+01:00

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

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?2019-06-12T13:21:51+01:00

Have you configured the SIM APN settings? If you are outside of the UK have you switched on the roaming services?

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?2019-06-12T13:21:13+01:00

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?2019-06-12T13:23:22+01:00

Once you swap the SIM cards, you will be contactable on your new local network phone number. This number will be written on the SIM Card packaging. Your existing number is not transferable between international networks. But don’t worry, all you need to do is put your new number on your voice mail and share it with family and friends. Alternatively if you buy an unlocked phone from us so you can keep both active at once.

Do I need a new phone to avail of the product?2019-06-12T13:23:18+01:00

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?2019-06-12T13:23:14+01:00

No, for example, 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?2019-06-12T13:25:20+01:00

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

How do I check my credit balance?2019-06-12T13:25:39+01:00

This can be done simply by texting the relevant code assigned by each network provider. These codes are included in your SIM card pack. You can also obtain them from each network provider’s website.

Where can I buy additional credit?2019-06-12T13:25:34+01:00

Mobile phone call credit, also known as top-up or re-fill, can be purchased over the counter in all newsagents, petrol stations and post offices. 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.