Frequently Asked Questions
Getting Started with AirZlink eSIM
An eSIM (Embedded SIM) is a digital SIM card built directly into your device. Unlike traditional physical SIM cards that require insertion and removal, an eSIM allows you to download and activate a data plan by scanning a QR code provided by the carrier or directly through an app, eliminating the need to swap physical SIM cards.
No complicated checks needed. The AirZlink app features a built-in smart detection tool that automatically identifies and instantly confirms your device's eSIM compatibility, guiding you through the next steps.
You can search for "AirZlink eSIM" in the APP Store or Google Play to download the APP.
We accept the following payment methods: Visa / Mastercard / UnionPay / Google Pay / Apple Pay / American Express / JCB.
Using and managing eSIM
Once you have installed the eSIM on your device, you can use it by following these steps:
1. Locate your installed eSIM and ensure the eSIM switch is turned ON.
iOS: Settings > Cellular > SIMs
Android (e.g., Samsung): Settings > Connections > SIM Manager
2. Confirm that Mobile Data is set to use this eSIM.
iOS: Settings > Cellular > Cellular Data
Android (e.g., Samsung): Settings > Connections > SIM Manager > Preferred SIMs > Mobile data
3. Confirm that Data Roaming is enabled for this eSIM.
iOS: Settings > Cellular > SIMs > Select your current eSIM > Data Roaming
Android (e.g., Samsung): Settings > Connections > Mobile Networks > Data Roaming
4. To avoid accidental use of your primary SIM's roaming data, we recommend turning off 'Allow Cellular Data Switching'.
iOS: Settings > Cellular > Cellular Data > Allow Cellular Data Switching
Android (e.g., Samsung): Settings > Connections > SIM Manager > Auto data switching
For installation instructions, please refer to:
Data from your eSIM plan can only be used within the validity period. Once the plan expires, any remaining unused data will be forfeited.
If you have any questions, please feel free to contact our support team: support@airzlink.com
Setting mobile data limits on Android devices helps reduce data usage. You can choose your billing cycle, add data limits, and get warnings before reaching the limit. Follow these steps to set up mobile data limits.
For Samsung devices:
1. Open 'Settings' and tap 'Connections'.
2. Tap 'Data usage'.
3. Ensure mobile data is on, then tap 'Billing cycle and data warning'.
4. Tap 'Start billing cycle on' and set the date based on your arrival at the destination.
5. Enable 'Set data warning' and specify the data warning limit. For example, if your eSIM plan has 10 GB, you can set the warning to 8 GB.
6. Enable 'Set data limit' and specify the data limit. This option turns off mobile data when you reach the specified limit.
For Google Pixel devices:
1. Open 'Settings' and tap 'Network & internet'.
2. Tap 'SIMs'.
3. Ensure mobile data is on, then tap 'Data warning & limit'.
4. Tap 'Mobile data usage cycle' and set the date based on your arrival.
5. Enable 'Set data warning' and specify the limit.
6. Enable 'Set data limit' and specify the limit.
Android devices have a 'Data Saver' feature that lets you control which apps can use data in the background and foreground. Background apps consume a lot of data, so managing their access helps save data. Here's how:
For Samsung devices:
1. Open 'Settings' and tap 'Connections'.
2. Tap 'Data usage'.
3. Tap 'Data saver'.
4. Toggle the switch next to 'Turn on now' to activate 'Restrict background data'.
For Google Pixel devices:
1. Open 'Settings' and tap 'Network & internet'.
2. Tap 'Data Saver'.
3. Toggle 'Use Data Saver' to activate it.
Enable Low Data Mode. Apple users with iOS 13 and later can enable 'Low Data Mode' to restrict and save cellular data. Low Data Mode works for both cellular and Wi-Fi, and you can activate them separately.
Follow these steps (note that your carrier might have different 'Low Data Mode' settings):
1. Go to Settings and tap 'Cellular'.
2. Tap your eSIM, then tap 'Data Mode' (or 'Cellular Data Options') and enable 'Low Data Mode'.
You can safely remove an eSIM from your device in the following situations:
1) The eSIM no longer has an active data plan - When you purchase an eSIM from AirZlink, it comes with a data plan to be activated. If your eSIM still has an active (unexpired) data plan, you can see this in your account (in the AirZlink app or website). In this case, please do not remove the eSIM from your device.
2) You no longer use it - Some AirZlink eSIMs are for one-time use and cannot be topped up. You can remove these eSIMs after use. If you do not plan to use an eSIM anymore, you can also safely remove it.
No. An eSIM can only be installed and used on one device.
eSIMs cannot be transferred between devices. For example, if you delete the eSIM from your current device, it cannot be reinstalled or reactivated on the same or another device.
This is determined by the technical design of eSIM: once activated, each eSIM is securely bound to the initial device. This one-to-one association helps ensure user and device security. If an eSIM is removed due to device replacement or operation error, you will need to purchase a new eSIM for that device to get mobile connectivity.
Therefore, please confirm that you intend to use the device continuously before installing. If you have any questions or need further assistance, please feel free to contact our support team.
No, eSIMs generally only support one-time installation!
Therefore, we strongly recommend that you do not remove any eSIM you still intend to use!
After removing an eSIM from your device, you may encounter errors when trying to download it again. You will need to purchase, install, and activate a new eSIM to access the mobile network at your destination.
When you are not using an eSIM, we recommend temporarily disabling it. Please note that disabling an eSIM does not pause the validity of your plan.
How to disable eSIM on your device:
Disable eSIM on iOS:
1. iOS Path: Settings > Cellular > SIMs.
2. Scroll and select the relevant eSIM.
3. Toggle off 'Turn On This Line'.
Disable eSIM on Android:
1. Android Path: Settings > Connections.
2. Tap 'SIM Manager' and select the relevant eSIM.
3. Toggle off the eSIM.
Remember, disabling an eSIM does not permanently deactivate it. Your eSIM will be in a dormant state until you choose to turn it back on.
AirZlink eSIM itself does not restrict your access to any websites or apps; you can use all services normally.
However, please note that AirZlink eSIM may provide local network access via data roaming in some countries and regions. Some apps or websites may restrict network connections in roaming state based on their own policies, resulting in temporary inaccessibility.
If you encounter specific apps or websites that cannot be opened during use, we recommend contacting the customer support of that app or website for further assistance.
This will not have any impact. You will not connect to the local mobile network in unsupported countries/regions, nor will you be able to use any mobile network.
For example: If you bought a UK plan and pass through Germany, you will not be able to connect to the mobile network via this eSIM in Germany, nor use any data or services included in the plan.
Please note: Local policies in Turkey prohibit downloading and installing eSIMs provided by non-Turkish local operators. If you try to install it after arriving in Turkey, activation may fail due to policy restrictions.
Therefore, we recommend that you complete the purchase and installation of the eSIM before departing for Turkey to ensure that you can use the mobile network normally upon arrival and ensure smooth communication during your trip.
Troubleshooting
If your device was purchased through a mobile network provider or carrier, it might be locked to that network. This means your provider has imposed restrictions preventing you from connecting to other networks.
If your device is locked, you cannot install an eSIM. To use an eSIM, please contact your mobile network provider or carrier to unlock your device.
If your device was recently unlocked, your carrier might disable eSIM support for a period of time for security reasons. In these cases, please contact your provider to override the security settings.
If you have any questions, please contact our support team. We are happy to help.
There could be several reasons why your eSIM is not working properly. Troubleshooting a few steps can help identify the issue and get you connected quickly.
Where can my eSIM be used?
Please remember that your eSIM can only be used within its coverage area. For example, a France eSIM only works in France. If you install it outside the coverage area, you need to reach the coverage area to connect.
How to identify why your eSIM is not working
If you are in the coverage area but cannot use the eSIM, follow these steps.
A) Ensure your eSIM is installed correctly
If installed correctly, you should see the eSIM in your device's SIM settings. If possible, check the app for a success message.
Be sure to give your eSIM a unique label to easily identify it.
If you don't see the eSIM in settings, please read: Why can't I find my installed eSIM on my device?
B) Ensure you have followed connection steps
Once installed, you need to adjust a few settings to connect. Steps vary by device but always include:
1) Ensure eSIM is ON
2) Ensure eSIM is selected for Data
For eSIMs with calls/SMS, ensure it's selected for those too.
3) Ensure 'Airplane Mode' is OFF
This is a common reason for connection failure. Airplane mode disables all wireless communication. Turn it off and wait a few seconds for the device to search for networks.
4) Turn on Data Roaming
Some eSIMs require data roaming. Check 'Access Data' instructions.
For iOS, you can turn roaming on for individual SIMs. Ensure it's OFF for your primary SIM to avoid charges.
For Android, roaming often applies to all active SIMs. Ensure it's OFF for your primary SIM.
C) Manually select network
Your eSIM should connect to at least one network in the area. Usually, it connects to the strongest one automatically. Sometimes it might pick the wrong one.
You can find the supported networks in your plan details and manually select one.
D) Temporarily turn off other SIM cards
If your device supports multiple active SIMs, temporarily turn off others that might interfere.
E) Adjust network mode
Sometimes switching network modes helps. If trying 5G, switch to 4G/LTE or 3G.
iOS: Settings > Cellular > Select SIM > Voice & Data > Adjust mode
Android: Settings > Connections > Mobile Networks > Select eSIM > Adjust mode
Once working, you can try switching back to your preferred mode.
F) Restart device
If all else fails, restart your device. This refreshes the connection state.
G) Check signal coverage
If nothing works, signal strength in your area might be too weak.
If you still have questions, contact our 24/7 support team.