📌 eSIM FAQ
1. What is eSIM?
eSIM (Embedded SIM Card) is a virtual SIM that allows mobile data access without inserting a physical card.
2. How do I know whether the eSIM is compatible with my cell phone?
Depending on the region, some plans may not support certain models. Please refer to the product page for details. Learn more ▶️
3. Can I apply eSIM and the physical SIM to my cell phone at the same time?
Yes, if your device supports eSIM, you can use both a physical SIM and eSIM simultaneously.
4. Can I use a hotspot and share the data with other devices with eSIM?
Yes, the data can be shared with other devices with a hotspot.
Note: Different eSIM plans may have data limits for hotspot sharing.
5. Is the eSIM attached to a phone number? Can the eSIM be used for phone calls or SMS?
The iVideo eSIMs are data-only and do not support voice or SMS. See each product page for exact features.
6. What is the data limitation of eSIM?
The data limit depends on your selected plan. Once usage reaches the allowance limit, the internet speed will automatically be throttled or cut off, depending on the data plan that you purchase. See product page for details.
7. Will I be charged an extra procedure fee /activation fee for eSIM?
No additional fees will be charged. The amount you pay covers the full cost of the eSIM.
8. Can I terminate the service if the speed or connection is not as smooth as expected?
Once the QR code has been installed, the service cannot be cancelled or refunded.
9. How do I apply the eSIM to my cell phone?
After purchasing an eSIM plan on the iVideo website, you will receive an email within 3 minutes containing a QR Code and installation guide. Follow the installation instructions provided in the email.
Install the eSIM on your phone on the first day of your trip (installation requires an internet connection but does not activate the plan). Turn on mobile data of your eSIM upon arrival at your destination to start using your data plan.
Note: The Thailand Unlimited 5G and South Korea Unlimited 5G plans activate immediately upon QR code scan, and validity begins upon installation.
10. What can I do if I do not receive my QR code?
If you have not received the QR code email, please check your spam/junk folder.
Subject: iVideo eSIM Information and Quick Start Guide
Alternatively, visit iVideo website → eSIM History → Click Resend QR Code!
You may also contact customer service for assistance.
11. Does the eSIM's validity period start to count once it is applied to the phone?
The eSIM package will not start consuming the plan’s days or data after installation on the phone if you are not in the destination country.
The eSIM package will begin consuming the plan’s days and data after installation on the phone when you are in the destination country.
Note: The Thailand Unlimited 5G and South Korea Unlimited 5G plans activate immediately upon QR code scan, and validity begins upon installation.
12. How do I apply to unlock my phone or device?
Please contact your telecom provider to unlock your device. If your contract is complete, you may request a permanent unlock.
13. Can I reinstall my eSIM if installation fails or I delete it?
If you accidentally delete the installed eSIM within its validity period (refer to the iVideo eSIM order notification email), you can reinstall it by scanning the QR code, with a limit of 5 times.
Note: Reinstallation is only permitted on the original device and cannot be transferred.
Note: The Vietnam eSIM 5GB & Japan [AU (KDDI)] 5G Unlimited / 【MNO Orange】100GB Plan: One-time installation only. Deleting the eSIM will prevent reinstallation. A new purchase is required.
14. Can I apply the eSIM to different devices?
No. eSIMs are device-bound after scanning and cannot be transferred to another device.
15. Can I test if the eSIM works before arriving in the destination country?
The eSIM cannot be activated or used until you arrive in the destination country. You may check installation status or QR Code readability, but not actual network use.
16. What happens if I try to activate the eSIM outside the destination country?
The Thailand Unlimited 5G and South Korea Unlimited 5G plans activate immediately upon scanning the QR code, validity begins at the time of installation.
For all other plans, they are country-specific. Even if the eSIM is installed successfully, it will not activate until you arrive in the destination country.