How It Works

Effective Date: June 30, 2026 Last Updated: June 30, 2026

This policy explains when and how your eSIM activates, what happens during activation, and your rights and responsibilities. This is a companion to our [Refund Policy] and [eSIM Compatibility Policy].

When Does the eSIM Activate?

Activation is the moment your eSIM connects to a cellular network in the destination country. The validity period of your plan begins at activation, not at purchase.

Important distinctions:

  • Installing the QR code on your phone is NOT activation. You can install the eSIM days or weeks before traveling.
  • Activation happens automatically the first time the eSIM connects to a network.
  • For most plans, this means: as soon as you arrive in your destination country and your phone connects to the local carrier, your validity countdown starts.

When You Should Install Your eSIM

We recommend installing your eSIM before you travel, while you have reliable Wi-Fi. Installation does not activate the plan — it just loads the QR code onto your phone.

Once installed, the eSIM line will appear in your phone's settings as "off" or "inactive" until you arrive in the destination country and turn it on.

Steps from Purchase to Activation

  1. You purchase an eSIM. We deliver your QR code on the confirmation page (within 30 seconds) and via email (within 1 minute).
  1. You install the QR code on your phone. This adds the eSIM as a cellular line but does not activate it. We provide step-by-step installation instructions for iPhone and Android.
  1. You travel to your destination country.
  1. You enable the eSIM line in your phone settings (turn data roaming on for that line, or set it as your primary data line).
  1. The eSIM connects to a local carrier. Activation occurs at this moment. Your validity period begins, and you can use the data.
  1. The eSIM expires at the end of the validity period or when you have used the included data, whichever comes first.

Validity Period

Each plan has a stated validity period (e.g., 7 days, 15 days, 30 days). This is the maximum time the eSIM remains usable from the moment of activation.

  • Validity periods are calendar days, not 24-hour periods
  • A 7-day plan activated at 11:00 PM on Monday expires at 11:59 PM on the following Sunday
  • Once expired, the eSIM cannot be reused, even if data remains
  • We cannot extend a validity period after purchase

What If You Never Activate?

If you purchase an eSIM and the validity period passes without activation:

  • The eSIM expires on the latest activation date (typically 60–180 days from purchase, depending on the plan; check the product page for the specific window)
  • An expired, never-activated eSIM may be eligible for review under our Refund Policy

Activation Timing Expectations

In most cases, activation completes within 5 minutes of arriving in the destination country. We track activation times internally and target the following:

  • Within 5 minutes (INSTANT): typical and expected
  • Within 30 minutes (FAST): common, especially in less-populated areas
  • Within 60 minutes (NORMAL): acceptable
  • Up to 24 hours (SLOW): uncommon but possible during network congestion or remote areas
  • Beyond 24 hours (NEVER): indicates a problem — contact support

If activation has not occurred within 3 hours of attempting to use the eSIM in the destination country, contact us at support@realesim.com with your order number. We will:

  1. Verify your eSIM is properly installed
  2. Check that the destination network is reachable from your account
  3. If needed, attempt to re-provision your eSIM through an alternative wholesale provider (this may issue you a new eSIM)
  4. If the issue cannot be resolved, refund your purchase

Your Responsibilities Before Activation

To ensure a smooth activation:

  1. Confirm device compatibility before purchase using our compatibility checker
  2. Confirm your device is unlocked (see [eSIM Compatibility Policy])
  3. Install the QR code while you have reliable Wi-Fi, ideally before your trip
  4. Read the installation instructions specific to your device
  5. Enable cellular data on the eSIM line when you arrive at your destination
  6. Disable any VPN during initial activation (VPNs can interfere with carrier handshake)

Multiple Devices, Same eSIM

eSIMs are tied to one device. If you install an eSIM on Device A and want to move it to Device B:

  • Most carriers do not allow this without a transfer code
  • We cannot generate transfer codes
  • You would need to purchase a new eSIM for Device B

If you accidentally install an eSIM on the wrong device, contact support@realesim.com before scanning the QR code. We may be able to issue a replacement.

Reissuing the QR Code

If you lose access to the original confirmation email or QR code, you can:

  1. Log into your account on our Site
  2. Go to My eSIMs
  3. Click Resend Email or Download QR

The QR code is also stored on our servers for chargeback evidence purposes.

What Happens at Expiration

When your eSIM expires:

  • The eSIM stops working immediately
  • Any unused data is forfeited
  • The eSIM line will show as "no service" in your phone settings
  • You may delete the expired eSIM line from your phone settings to free up space
  • You may purchase a new eSIM for continued service

Some plans support top-up, which lets you add more data without buying a new eSIM. We send a top-up reminder email when you have approximately 80% data usage. You may also initiate a top-up manually from My eSIMs in your account.

Network Quality at Activation

Once activated, the network quality and speed depend on the local carrier in your destination country, not on us. We disclose carrier names on every product page where available. Common factors that affect quality:

  • Time of day (network congestion)
  • Building materials (concrete, metal weaken signal)
  • Distance from cell towers
  • Weather (heavy storms can affect signal)
  • Urban vs. rural locations

Suspended or Blocked eSIMs

In rare cases, an eSIM may be suspended or blocked by the upstream carrier for reasons including:

  • Suspected fraud
  • Violation of carrier terms (e.g., excessive data abuse)
  • Policy changes by the carrier

If we are notified that your eSIM has been suspended, we will:

  1. Email you within 24 hours
  2. Investigate the cause
  3. Issue a replacement or refund where appropriate

Contact

For activation issues, contact us as soon as possible:

RealEsim LLC support@realesim.com

Include your order number and a brief description of what's happening (e.g., "eSIM installed but no service in Tokyo after 4 hours").