Frequently Asked Questions

Installing your eSIM is simple: open your device Settings > Cellular > Add eSIM, then scan the QR code received in your email. We recommend completing the setup before you board your flight. The data plan will activate automatically when you touch down at your destination.

We highly recommend scanning the QR code while you still have a stable Wi-Fi connection at home or at the airport before departure. The eSIM will not begin counting days or usage until it connects to a cellular network at your destination.

If you have no signal upon landing, please verify these settings: 1. Ensure "Data Roaming" is turned ON for the Penyu eSIM line. 2. Ensure the eSIM line is selected as the primary connection for "Cellular Data". 3. Restart your phone or switch Airplane Mode on and off to trigger reconnection.

Generally, Apple iPhones (XS and newer), Samsung Galaxy (S20 and newer), and Google Pixel (3 and newer) support eSIM. However, carrier-locked devices do not support eSIM. You can use our eSIM Compatibility Checker page or consult your device manufacturer to verify.

All payments are processed securely through Stripe. We accept all major credit and debit cards (Visa, Mastercard, American Express) and local card schemes with 3D Secure protection.

Yes — if you can't install your eSIM, you get a full refund. Open a refund request from the eSIM page in your profile and add a screenshot (the Settings > Cellular list and the error you got). Requests with screenshots are resolved within 30 minutes during business hours; the amount goes back to your card in the currency you paid, or instantly to your Penyu balance. A line that has already connected and used data is normally not refunded, but every request is reviewed.

Your validity period starts automatically the first time the eSIM connects to a local network at your destination - not at the moment of purchase. This means you can safely buy and install your eSIM days before your trip.

Yes. Hotspot and tethering are fully supported on Penyu eSIM plans. You can share your mobile data connection with laptops, tablets and other devices at no extra charge.

Penyu eSIM plans are data-only: they include mobile internet but no phone number, calls or SMS. On Dual SIM devices you can keep your physical SIM active for calls and SMS while the eSIM handles data - WhatsApp, FaceTime and all internet-based apps work normally.

Most eSIM profiles can only be installed once. If you accidentally deleted your eSIM from your device, contact our support team with your order number - we will help you restore access or issue a replacement where possible.