Your data plan will automatically start when you arrive at your destination, and your phone connects to the best local network. Just make sure to turn on 'Cellular data'. 'Cellular data' will need to be enabled for each country you enter.

Yes, you'll need to be online to complete installation. Do it before you leave using your cellular network or Wi-Fi. No worries, installing won't use any data. Your data plan will automatically start when you arrive.

Most newer iPhones and many Android phones support eSIM. To check, look in your phone settings for 'Add eSIM' (iPhone) or 'Add mobile plan / Add eSIM' (Android). You can also use our in-app compatibility check.

A carrier lock is a software restriction that ties your phone to the carrier it was purchased from. This applies to all US carriers, including Verizon, T-Mobile, and AT&T. Phones bought on a payment plan or at a discounted price, whether through a carrier, reseller, or electronics retailer, are often locked until they’re fully paid off.

Even though an eSIM is digital, a locked phone still can’t connect to other carrier networks, including Lebara. This means your eSIM may not work once you arrive at your destination. The lock applies to the device itself, not the SIM or eSIM. If your phone is unlocked or you bought it outright, you’re all set.

On iPhone:

1. Open Settings
2. Tap General
3. Tap About
4. Scroll down and look for "Carrier Lock"
5. If it says, "No SIM restrictions," you're unlocked ✓
6. If it shows your carrier's name, your phone is locked

On Android:

1. Open Settings
2. Tap About Phone (or About Device)
3. Look for "Network lock status" or "SIM lock"
4. If it says, "Unlocked" or "No restrictions," you're good to go ✓
5. If it shows a carrier name, your phone is locked

Important! Even if your settings show "unlocked," a carrier's restriction may still appear when activating a Lebara eSIM abroad. Always confirm your unlock status directly with your carrier before you travel.

If your device is locked, you’ll need to contact your carrier to request an unlock immediately. Unlock eligibility and processing times vary by carrier, but devices are commonly locked until they’re fully paid off.

You've landed, your Lebara Travel eSIM isn't working, and you need data. Here's what to do:

First, try the quick fixes:

1. Turn Airplane Mode on for 10 seconds, then turn it off again.
2. Go to Settings and make sure your Lebara eSIM is selected as the primary line.
3. Check that Data Roaming is turned on
4. Mobile Data should be turned off

Still not working? Please contact your carrier as soon as possible. This is your fastest solution, even from abroad.

• Explain: “I’m travelling and I can’t connect to mobile data. Can you help me confirm whether my device is locked from using a travel eSIM?”
• If your device is locked, ask: “If my device is locked, can you help me get it unlocked remotely?”

Once your device has been unlocked, go back and work through the troubleshooting steps above.
Important! If your carrier is unable to unlock your device remotely, you may not be able to use your Lebara eSIM for the duration of your trip.

Yes, you'll need to be online to complete the installation & get the eSIM on your mobile, so you'll either need Wi-Fi or a stable connection.

Open the app and follow the prompts. Tap 'Complete Installation' and the eSIM will be set up through the 'Add SIM' feature on your device. You will see 'Activate New eSIM' in iOS Settings — that's normal and confirms installation is complete. Your plan begins when you arrive at your destination with 'Travel' eSIM AND 'Cellular Data' both toggled on.

That message is from iOS — it's part of the standard eSIM setup process and simply means the eSIM has been added to your device. Your plan starts when you first use data at your destination.

Open 'Settings' on your phone and follow these steps:

1. Open Settings → Network & Internet → SIMs or SIM Manager. Select your eSIM. Tap the edit icon. Rename to 'Travel'. Tap Save.
2. On arrival, go to Mobile Network and turn on your eSIM.
3. Enable Cellular data.
4. Enable Data roaming (turn off primary line to avoid roaming charges when traveling internationally).

Installation usually takes a couple of minutes, but may vary depending on the quality of your connection.

If you can't install, here are some things to try:
- Is your phone eSIM compatible?
- Do you have a stable Wi-Fi or cellular connection?
- Is your phone's software up to date?
- Note: you cannot use a VPN during installation.
If you're still having issues, contact support with your Order ID.

Our Travel eSIM can only be installed on one device. If you change or lose your phone, you'll need a new eSIM, as it is linked to your device.

Your plan should start automatically when you arrive at your destination. If it doesn't:

1. Go to 'Cellular' (iPhone) or 'Mobile Network' (Android), find the Lebara eSIM. Tap 'SIM Name'/'Mobile Plan Label' → 'Edit Custom Label'. Rename to 'Travel'. Tap Save.
2. Go to 'Travel' eSIM → Turn On This Line.
3. Turn on 'Data Roaming'.
4. Set 'Cellular Data' to 'Travel' eSIM.
5. Turn off 'Data Switching'.
6. Wait 2–5 minutes.

Data plans that are not activated within 90 days will be automatically activated and will begin to expire in line with the duration of the plan purchased.

Make sure you have renamed your Lebara eSIM in your phone's Settings. Go to 'Cellular' (iPhone) or 'Mobile Network' (Android), find the SIM. Tap 'SIM Name'/'Mobile Plan Label' → 'Edit Custom Label'. Rename to 'Travel'. Then tap 'Cellular Data' and select 'Travel'.

No — installing the eSIM only adds it to your device. Your plan starts when you arrive and connect to our local network partner, i.e. when you first use data on the Lebara Travel eSIM.

If your phone keeps using your main SIM for data, turn off 'Data Switching'. This ensures your phone stays on the Lebara Travel eSIM for cellular data.

Yes, make sure the Lebara Travel eSIM is turned on in your SIM settings. 

First, check that Lebara Travel eSIM is on. Next, make sure 'Cellular Data' is on and set to 'Travel' eSIM. Then restart your phone and wait 2–5 minutes. If you're still having issues, contact our support team via Wi-Fi.

If hotspot is supported on your plan and device, it should work normally once you're connected to our eSIM. If it doesn't, check your hotspot settings and try restarting.

Set 'Cellular Data' to 'Travel' eSIM and turn off 'Data Switching'. You can also turn off 'Cellular Data' on your primary SIM if you prefer.

Your plan expires after its set duration (e.g. 7 days). The plan starts when your eSIM connects to our local partner network. You can always track your expiration date in our Travel eSIM app by checking your account Dashboard.

No, top ups add extra data to your current plan but don’t extend the expiry date.

You can either top up an existing plan in the App Dashboard (if it hasn't expired) or purchase a new plan.

While you can't purchase a new plan if you already have an active one for your current destination, you can always top up your data in the app dashboard. We know travel plans can change — you can purchase a plan for a different destination before your current one expires.

No — unfortunately, unused data doesn't roll over after expiration.

Some plans cover a single country while others cover entire regions. Be sure to check plan coverage before you purchase.

First, check that Lebara eSIM is on. Next, make sure 'Cellular Data' is on and set to Lebara eSIM. Then restart your phone and wait 2–3 minutes. If you're still having issues, contact our support team via Wi-Fi.

If you don't have service or are having trouble connecting, check the following:
- Make sure you're in a supported destination.
- Ensure you've turned off 'Airplane Mode'.
- Check that your 'Travel' eSIM is on.
- Make sure 'Cellular Data' is on and set to Lebara eSIM.

Then restart and wait 2–5 minutes. Still having issues? Contact our support team via Wi-Fi — we're here to help.

Turn off 'Allow Cellular Data Switching' and set 'Cellular Data' to 'Travel' SIM.

Our Travel eSIMs are a one-time install. If you delete it, please locate your Order ID and contact our support team.

Our Travel eSIMs can't be transferred. Contact our support team and we'll find the best option for you.

If you have a payment issue or need a refund, contact our support team with your Order ID and we'll help you out.

Enter the email address you used at checkout and we'll send a 6-digit code to link your purchase to the app.

Start by checking your junk or spam folder. Next, confirm the email address is correct and try resending the code. If it still doesn't arrive, contact our support team.

Unfortunately, we're unable to resend confirmation emails at this time, but you can view your order in the Lebara Travel app. Just have your Order ID ready.

Your Order ID is shown in the app, go to on the Dashboard screen, select your data plan to view the order. You can also check your Order confirmation email.

You can request to delete your account through our support team. To get started, select 'Delete Account' in 'Profile Settings' in the app.

Use our chat support for the fastest response and include your Order ID (and a screenshot if possible).