Help Center
Basic Knowledge
(3 questions)eSIM (embedded SIM) is a digital SIM technology that requires no physical SIM card. Users can activate and use mobile network services by scanning a code or downloading, without visiting a carrier store.
- 🌍 Covers multiple popular destinations, no SIM swapping needed
- ⚡ Instant activation, quick installation support
- 💰 Transparent pricing, no hidden fees
- 🔄 Flexible multi-country/region plan switching
Whether your phone supports eSIM depends on the specific model, sales region, and carrier lock status. Even within the same phone series, versions sold in different countries or regions may differ — please complete the check before purchase.
iPhone: Settings → Cellular, check whether "Add eSIM" is available.
Android: Settings → Connections / Network → SIM card manager, check whether "Add eSIM" is available.
If your phone does not show the "Add eSIM" option, or the device has a carrier network lock, do not purchase.
Purchase & Orders
(3 questions)In FLOO App, follow these steps:
- 1️⃣ Select destination country/region
- 2️⃣ Choose data plan
- 3️⃣ Complete payment
- 4️⃣ Get eSIM installation QR code or activation info
Installation info is available immediately after successful payment. Some plans can be installed in advance, but typically you can only start using it after arriving at your destination and connecting to the local partner operator network.
Refund eligibility depends on whether the eSIM is installed, activated, or has used data. Review the specific refund terms of that plan before payment.
Refund terms vary by plan. Once the eSIM is installed, activated, or has used data, it is generally non-refundable, subject to the plan rules shown on the checkout page.
If it cannot be used due to network issues, send your order number and a screenshot of the problem to team@flooesim.com, and we will help investigate.
Installation & Activation
(7 questions)🍎 iPhone
- Go to "Settings" → "Cellular"
- Tap "Add eSIM"
- Scan QR code or manually enter activation code
🤖 Android
- Go to "Settings" → "Connections" → "SIM Manager"
- Select "Add eSIM"
- Scan QR code to complete installation
✅ Multiple eSIMs can be installed, but the number of simultaneously active eSIMs is limited (usually 1-2), depending on device model.
❌ No, each QR code can only be used once. Do not scan repeatedly, and do not install the same eSIM on multiple devices. If installation fails, do not scan repeatedly; instead use the manual installation info in your order details, or contact support by email.
Activation is when the eSIM starts billing, usually:
- When first connecting to the destination operator network
- Or immediately after installation (depending on plan rules)
Not necessarily. Some plans start billing when first connecting to the destination network, while others start after installation — it depends on the billing start point.
For first-connection billing plans, install before departure; for install-then-bill plans, install close to your departure.
Set FLOO eSIM as the mobile data card, enable this eSIM and data roaming. Connecting to the network may take a few minutes.
Usage & Network
(5 questions)- Turn on phone "Cellular Data"
- Select FLOO eSIM as data card
- Enable Data Roaming (required)
FLOO eSIM uses international operator networks, which the phone system recognizes as roaming connections. Data roaming must be enabled for normal network use.
Most FLOO plans are data-only, without voice calls and SMS. For calls, use network calling apps:
- 💬 WhatsApp, Skype, FaceTime, etc.
Speed depends on local operator network coverage, generally supporting:
- 📶 4G / LTE (most regions)
- 🚀 5G supported in some areas
Whether FLOO travel data eSIM plans support personal hotspot depends on the specific plan, so you can share data with phones, tablets, or computers. Sharing with other devices uses data faster, so choose enough data based on your group size and usage scenario.
Troubleshooting
(5 questions)Try in order:
- ✈️ Toggle airplane mode on/off
- 📶 Confirm "Data Roaming" is enabled
- 📡 Manually select operator (Settings → Cellular → Carrier)
- 🔄 Restart phone
- 🔍 Check if camera is clean and image is clear
- 📱 Use another device to display QR code image then scan
- ⌨️ Switch to manually entering activation code (if supported in App)
Common reasons and solutions:
- ❌ Data roaming not enabled → Go to settings to enable
- ❌ Wrong data card selected → Confirm cellular data is switched to FLOO eSIM
In FLOO App:
- ⚡ Purchase data add-on (current plan top-up)
- 🛒 Buy a new plan
- 💳 Check if your card supports cross-border payments
- 🔄 Go to "My Orders" > "Continue Payment" to retry
- 💱 Try a different bank card
- 📧 Contact support if payment issues persist
Account & Security
(3 questions)Most travel eSIMs cannot be transferred to another device after installation. ❌ Transfer not supported. Once eSIM is bound to a device, it cannot be migrated to another phone. To use on a new phone, you need to repurchase.
Do not delete the eSIM while the plan is still within its validity period or has remaining data. ❌ Cannot be restored. After deleting eSIM from device, data is permanently lost and cannot be retrieved. If there is remaining data, it cannot be used after deletion.
FLOO platform uses secure encryption mechanisms to fully protect user personal data and payment information, ensuring privacy security.
Other Information
(2 questions)Covers multiple popular destinations worldwide:
- 🌏 Asia (Japan, Korea, Thailand, Singapore, etc.)
- 🌍 Europe (UK, France, Germany, etc.)
- 🌎 North America (USA, Canada)
- 🌴 Southeast Asia (Vietnam, Malaysia, etc.)
FLOO eSIM is most suitable for:
- ✈️ Travel abroad (short-term)
- 💼 Business trips
- Short-term overseas stays