- How do I browse your store’s products?
Navigate to our main menu and select “All Countries eSIM”. And select based on the country of destination that you are visiting. - How do I buy?
Click “Add to Cart” and you will be directed to the Shopping Cart page. To add more items, navigate back or click on “Our Products”. At any time, you can click on the cart icon at the top right corner to review your items. Once you are done shopping, proceed to the Checkout page to complete your purchase.
- How do I purchase sim cards products from the store?
Unfortunately, we are only offering eSIM for now. We may offer a sim card package soon. - I have a coupon code / promo code. How do I use it?
Just insert the coupon code in the Shopping Cart or Checkout page. - What payment methods do you accept?
We accept credit cards and online banking and ewallet thru “STRIPE” payment gateway. You can also select “FPX” for online transfer. - Can I cancel my order after I have made payment?
Unfortunately, cancellation of orders is not allowed once orders are placed. - How much Data do I need?
An average person consumes 5GB (5000MB) of data in a 15-day period. If travelling overseas for leisure, most of the time will be spent looking at scenery or participating in some form of outdoor activity, unless you are heavy social media users and do many online video sharing and posting.
- Can I return the purchased and get a full refund?
Unfortunately return of items are not allowed once shipped to you. However, return of items is possible if you received items that you have not ordered. - I received the wrong items. What should I do?
Please don’t download the eSIM, pls forward the email back to our support@esim2roam.com so we can cancel the order and make the refund or WhatsApp us at + XXXXXXXXXXXXXXX. Please also mention your order number in the email/WhatsApp.
Unusable eSIM & Refunds
- I am currently overseas and unable to use eSIM. What should I do?
Please WhatsApp: us at +XXXXXXXXXXX and we will guide you to make it work. - If after your assistance and the card is still unusable, will I get a full refund?
If after 24 hours after we have acknowledged the problem and it is still it is unusable due to faulty eSIM, you will be able to get a full refund (REFUND). Remember to contact us via WhatsApp first for us to guide you or else your refund claims will be void.
However, if it is due to the country’s Telco network problems you will need to wait for them to fix the issue. Also, sometimes there will be update or change of Telco plans at their discretion which is beyond our control. We are not responsible for issues caused by the Telco and will not process a refund for you.
- I did not contact you when I was unable to use the card. Can I claim refund when I return?
Unfortunately we will not provide a refund if you did not contact us to solve the problem. Unusable eSIM are due to wrong settings or incompatible phone models which can be solved by changing the settings or use the eSIM in another phone. - My phone is not compatible with the eSIM and is unable to use it. Can I claim full refund for this card?
If the eSIM is not activated, you can use it next time (the validity period is stated in the package details) as the eSIM are not refundable. However, if the eSIM is activated we will not provide any refund. - My phone is region locked and can only accept Southeast Asia eSIM. Can I still use this card overseas?
If your phone is purchased in Malaysia and it is a Malaysia set, you can certainly use our eSIM. However for brand new phones, please ensure your phone is eSIM compatible and please check your phone setting to confirm your phone can use eSIM. - I purchased my Phone overseas with a plan with it. Will I be able to use your eSIM?
Some phones are “network locked” meaning it can only use it with a certain plan. You have to check whether it is “network locked”. If it is then you will not be able to use any other eSIM cards except for the binding network cards.
- I am using an old 3G phone. Can I use your eSIM?
Most of the old 3G phones are not eSIM compatible. Only the later 4G and 5G phones are eSIM compatible. Please check if your phone can use eSIM before ordering your eSIM.
Shipping & Delivery
- How long will it take for my purchases to arrive?
Please expect 2 to 5 min to receive the email for your eSIM. Please follow the instructions in the email to download the eSIM. If you do not received the eSIM within 1hour after your order please contact out support WhatsApps. - What are the shipping rates?
We do not charge any delivery charges for the eSIM, all eSIM will only be deliver thru email. Please refer to our store for more information. - Where are the goods delivered from?
All goods are delivered from our Operations Centre in Kuala Lumpur, Malaysia. - How do I track my orders?
Once items are shipped out from our Operations Centre, you will receive an email containing the tracking number. You can start tracking it at the end of the day because the tracking system may take some time to be updated. - I purchased it online and can I do “Self Collect”. When can I go to collect my order?
Unfortunately, we do not provide self-collect because all eSIM will deliver via email direct to you.