Help & FAQs

An eSIM, or embedded SIM, is a digital SIM built directly into your device. Unlike a physical SIM card, it does not need to be inserted manually and can be activated remotely by scanning a QR code and following the setup instructions.

Once your payment has been confirmed, your eSIM QR code and setup instructions will be sent directly to your email inbox. Simply scan the QR code with your phone, follow the installation steps, and your eSIM will connect to a supported local network when you arrive at your destination.

If you do not receive the email within 10 minutes, please check your Spam or Promotions folder. If you still cannot find it, please contact us at w2g.support@consortio.vn for assistance.

For all plans, the validity period starts when your eSIM first connects to a supported local network at your destination. This means the plan does not begin at the time of purchase or installation, but only when the eSIM is activated on a supported network in the country or region covered by your plan.

You can check coverage directly on the product page for your destination. Before purchasing, please review the list of supported countries or regions and the available data plans to make sure the selected eSIM matches your trip.

If your eSIM has not been added to a device, it remains valid for 180 days from the date of purchase. Once the eSIM is added to your phone, it will remain valid for 30 days. Your plan validity begins when the eSIM first connects to a supported local network at your destination.

Before purchasing, please search your phone model on Google to confirm whether it supports eSIM.

1. On iPhone, go to Settings > Cellular and look for Add eSIM.

2. On Android, go to Settings > Connections > SIM Manager and look for Add eSIM.

Your phone must be carrier-unlocked to use an eSIM from another provider.

On iPhone, go to Settings > General > About and check Network Provider Lock. If it shows No SIM restrictions, your phone is unlocked.

On Android, go to Settings > Connections > Mobile Networks > Network Operators and turn off automatic selection. If multiple operators appear, your phone is likely unlocked.

No. A phone can support eSIM and still be locked to one carrier. Before purchasing, please make sure your device both supports eSIM and is carrier-unlocked.

If your phone does not support eSIM, the eSIM cannot be installed on that device. Please check compatibility before purchasing.

To install your eSIM on iPhone:

• open Settings
• tap Cellular
• tap Add eSIM
• scan your eSIM QR code using your phone camera
• tap Continue to begin installation
• wait for the eSIM to download and install
• once installed, tap the newly added eSIM
• make sure the line is turned on
• turn on Data Roaming
• set the eSIM as your preferred line for Mobile Data if needed

If mobile data does not work, try setting the APN manually:

Settings > Cellular > Cellular Data Network > APN: internet

Then restart your phone.

To install your eSIM on Android:

• open Settings
• tap Connections
• tap SIM Manager
• select Add eSIM
• scan your eSIM QR code using your phone camera
• tap Download
• once installation is complete, go to Settings
• tap the newly added eSIM
• turn on the eSIM
• turn on Data Roaming
• make sure the eSIM is selected for Mobile Data if needed

If mobile data does not work, try setting the APN manually:

Settings > Connections > Mobile Networks > Access Point Names > Add APN

Enter:

• Name: internet
• APN: internet

Save the APN, select it, then turn on Data Roaming.

Please install your eSIM before you travel, while you still have a stable internet connection. Once you arrive at your destination, turn on Data Roaming on the eSIM line so it can connect to a supported local network. Your plan validity will begin only when the eSIM first connects to a supported network in the country or region covered by your plan

Before installing your eSIM, please make sure:

• your device supports eSIM
• your phone is carrier-unlocked
• you have a stable internet connection
• you are ready to complete the setup on the device you plan to use during your trip

If you are still having trouble activating your eSIM, please check the following:

• make sure your device supports eSIM before purchasing
• install your eSIM while connected to a stable internet connection
• make sure the QR code has not already been scanned
• do not remove the eSIM after installation
• confirm that Mobile Data and Data Roaming are turned on
• wait a few minutes for the device to register on the local network after arrival

If your eSIM still cannot be activated, please contact our support team for assistance.

Each eSIM QR code can only be scanned once. Once the QR code has been scanned and the eSIM is installed, it becomes invalid and cannot be reused on the same or another device.

If your QR code does not work, please make sure:

• it has not already been scanned
• you are scanning it from the correct email
• your internet connection is stable during installation

If your eSIM does not connect after you arrive at your destination, please try the following:

• turn Airplane Mode on for 30 seconds, then turn it off
• make sure Mobile Data is enabled
• make sure Data Roaming is turned on
• wait a few minutes for the local network to register
• restart your phone if needed

If the issue continues, please check the APN settings or contact support.

Please do not uninstall or delete your eSIM after installation unless instructed by support. Removing the eSIM may prevent it from working again.

Yes. You can use a single Way2Go eSIM in multiple countries if you choose a Regional or Global plan. Coverage depends on the specific plan you purchase, so we recommend checking the supported destinations listed on the product page before buying.

When you buy a Regional or Global Way2go plan, you receive one eSIM profile that is designed to work across multiple destinations included in that plan’s coverage.

This means you do not need to install a new eSIM for every country, as long as your next destination is covered by the plan you selected.

Yes. For selected destinations, Way2go offers an Unlimited Data option directly within the list of available data plans on the product page.

When you choose a destination on the Way2go Shopify store, you will see all available data plans for that destination. If supported, an Unlimited option will appear alongside the other plans.

To check whether your destination includes an Unlimited plan:

• select your destination on the Way2go Shopify store
• open the product page
• review the list of available data plans

If the destination supports it, you will see an Unlimited option listed together with the other plans. If you do not see it, that destination may currently only offer fixed-data packages.

To buy an Unlimited eSIM:

• go to the Way2go Shopify store
• select your destination
• review the available data plans
• choose the Unlimited plan if it is offered for that destination
• add it to your cart
• complete checkout

After your payment has been completed successfully, your eSIM QR code and installation instructions will be sent to your email.

Before traveling, please make sure:

• your destination is included in your selected plan
• your device supports eSIM
• your phone is carrier-unlocked
• Data Roaming is enabled when you arrive
• you have installed the eSIM correctly before use

Performance may vary slightly depending on local network conditions and partner coverage at your destination.

Yes. You may request a refund within 30 days of purchase if the SIM or eSIM cannot be activated or used due to a technical issue caused by Way2go, after completing the troubleshooting process with our support team.

Refunds are not available in the following cases:

• the plan has expired with unused data remaining
• the SIM or eSIM has already been installed or used
• there is evidence of fraud, abuse, or violation of our Terms and Conditions
• the purchase is under investigation as an unauthorized or suspicious transaction

You can contact Way2go support through the Contact page or by email at w2g.support@consortio.vn.

Depending on the case, you may be asked to provide additional information, such as:

• screenshots of your device settings
• installation or activation error messages
• billing details
• a description of the issue

If your refund request is approved, the refund may be issued either to your original payment method or through another supported refund method, depending on the case and the instructions provided by our support team.

No. Way2go plans cannot be modified, customized, or extended after purchase.