Help with your eSIM

Hi. We're the people behind your eSIM.

Tousim provides the eSIMs sold by travel brands, retailers and platforms. If you have a plan, you bought it from one of them, and they hold your order, your activation email and your live data balance. That means they can usually sort things out in minutes. Below is what to try first, and who to ask.

I never got my QR code or activation details

These go out by email from the company you bought the plan from, usually within a few minutes of purchase. Have a look in your spam folder, and check any other address you might have used at checkout.

If it's genuinely not there, they can resend it right away.

Your seller can resend this

The eSIM is installed but I have no data

Nine times out of ten it's one of these, so it's worth a minute before you message anyone:

  • You're in a country the plan covers, and the plan has started.
  • Data roaming is switched on for the Tousim line specifically.
  • The Tousim line is picked as your mobile data line.
  • The APN matches what your seller told you to use.
  • Airplane mode on for ten seconds, then off. If that does nothing, restart the phone.

If you're still offline, send your seller your ICCID and the country you're in and they can escalate it to us. On iPhone it's in Settings › General › About, and on Android it's in Settings › About phone › SIM status.

Your seller can escalate this to us

How much data do I have left?

Your seller's app or account page shows the live balance, straight from us. Your phone's own data counter measures something slightly different and tends to drift over a trip, so treat it as a rough guide.

Your seller has the live balance

Where does my plan work, and how long does it last?

Coverage, validity and speeds are set per plan rather than across Tousim as a whole, so the exact terms live on your seller's product page and in your confirmation email. Worth a read before you travel.

Your seller has the plan details

I'd like to top up, change plan, or ask about a refund

All of that runs through whoever took your payment, under their terms. They can action it directly, which is a good deal quicker than going the long way round through us.

Your seller can handle this

Why is Tousim showing on my phone or my bank statement?

That's us, and it's normal. We're the connectivity provider behind the eSIM, so the network name on your phone, and sometimes the descriptor on a card charge, shows Tousim rather than the brand you bought from.

If you don't recognise the charge at all, your bank is the right place to start.

I have a privacy or data protection request

Your seller holds your account and identity details, so starting with them is usually fastest and they'll pass anything on to us that needs to reach us. You're also very welcome to write to info@tousim.uk directly.

Still stuck?

If you've been through the checklist and your seller has too, ask them to raise it with us with your ICCID attached. We'll pick it up from their side and get you back online.

Something urgent that can't wait on your seller? Write to info@tousim.uk with your ICCID and where you are.