Frequently asked questions

An eSIM (embedded SIM) is a digital SIM card built directly into your phone — no plastic card needed. Instead of swapping a physical SIM, you download a data plan directly to your device. With Orbitelo, you pick a plan for your destination, install it in seconds, and you're ready to go.

Roaming uses your home carrier's network abroad and usually comes with high fees. Local SIMs require you to find a store, swap cards, and lose your home number. Orbitelo gives you a local data connection without any of that — no hidden fees, no SIM hunting, and your main number stays active the whole time.

Yes — you'll need a Wi-Fi or cellular connection to download and install the eSIM profile. We recommend installing it before you travel, from a place where you have a reliable internet connection. Once installed, the eSIM works on its own without any further downloads.

Your data allowance only starts when you activate the plan — not when you purchase it. This means you can buy a plan days in advance and activate it only when you land. Once activated, the clock starts and data is counted from that moment.

Most modern smartphones support eSIM, including iPhone XS and newer, Google Pixel 3 and newer, and many Samsung Galaxy models (S20 and up). The quickest way to check: go to Settings → Cellular (or Mobile Data) → Add eSIM. If that option appears, your device is eSIM-ready.

It depends. Some carriers lock phones to prevent using other networks, including eSIMs. If your phone is network-locked, contact your carrier to request an unlock before purchasing. Most phones sold unlocked or bought directly from Apple, Google, or Samsung work without issues.

Orbitelo plans are optimized for smartphones. While some tablets and smartwatches support eSIM, compatibility and network support varies. We recommend using Orbitelo on a phone for the best experience.

Your connection pauses — you won't be charged extra or hit with surprise bills. You can top up your existing eSIM with more data, or purchase a new plan for the same destination. We'll send you a notification when you're running low so you're never caught off guard.

Yes, most Orbitelo plans support hotspot (tethering), so you can share your connection with a laptop, tablet, or other device. Check the plan details before purchasing — any hotspot restrictions are shown clearly on the plan page.

Orbitelo connects you to local networks in your destination, so speeds depend on local coverage. In most countries you'll get 4G/LTE speeds. Some plans also support 5G where available. Coverage details, including network partners, are listed on each plan page.

Yes, every plan has a validity period shown before you buy — typically ranging from 7 to 30 days. Data must be used within that window. Unused data doesn't roll over after the plan expires. Activating only when you need it is the best way to make the most of your plan.

Yes — if you already have an Orbitelo eSIM installed on your device, you can often top it up with additional data directly from the app. Go to My eSIMs, select your active plan, and tap 'Add Data.' Same eSIM, more data, no reinstallation.

A top-up adds data to your existing eSIM without any reinstallation. A new plan means a fresh eSIM profile gets installed on your device. If a top-up isn't available for your current plan, the app will guide you to the right option.

Not always. Top-ups are only compatible with certain plans and destinations. If a plan isn't compatible with your existing eSIM, the app will let you know clearly. In those cases, purchasing a new plan for the destination is the recommended path.

After purchasing, open the Orbitelo app and go to My eSIMs. Tap your new plan and follow the installation steps — you can install directly through the app or scan a QR code. The process takes under a minute. We recommend installing while connected to Wi-Fi before you travel.

Installation is usually instant, but activation may take a few moments — typically under a minute. If you don't have a connection right away, wait 30–60 seconds and toggle airplane mode off and on. Your device should connect to the local network automatically.

Toggle airplane mode off and on first — this prompts your phone to reconnect to the local network and fixes most issues in under a minute. If Orbitelo still isn't connecting, check that it's set as your active data SIM in Settings. If you're still stuck, contact our support team and we'll get you sorted.

Yes. Orbitelo provides data-only plans — they don't replace your main SIM. Your phone number stays fully active for calls and texts through your regular carrier while Orbitelo handles your data connection. Most phones let you choose which SIM to use for data in Settings.

First, make sure the plan has been activated (not just installed). Then check that Orbitelo is set as your active data SIM in your phone's settings. Toggle airplane mode off and on to force your phone to reconnect. If the issue persists, contact us at support@orbitelo.com — include your device model and the country you're in.

In most cases, yes. Open the Orbitelo app, go to My eSIMs, and you should be able to reinstall the profile. Note that some eSIM profiles can only be installed once — if that's the case, contact our support team and we'll help you resolve it as quickly as possible.

If your eSIM hasn't been installed or connected to a network, you can request a refund directly from your order detail page — just open the order and tap 'Request refund.' Approved refunds are credited to your Orbitelo Balance immediately and can be used on your next purchase. You have 60 days from purchase to request a refund.

Your eSIM is eligible for a refund if: it hasn't been installed on your device (or it was installed but never connected to a supported mobile network), no data has been used, and the request is made within 60 days of purchase. Once your eSIM connects to a network or uses any data, it's considered activated and is no longer eligible.

Approved refunds are credited to your Orbitelo Balance — not back to your original payment method. Your Orbitelo Balance can be used on any future purchase. If you used promotional credits on your original order, those are also restored. Orbitelo Balance is non-withdrawable.

Refunds are processed automatically and credited to your Orbitelo Balance within a few minutes of your request being approved. You'll see the updated balance in your account immediately.

If you used a referral discount on the original purchase, that discount is forfeited when you refund — it won't be carried over to your next purchase. Promotional credits applied to the order are restored to your balance.