Sielli eSIM (formerly Zeli eSIM) — Support

Help with buying, installing and using a Sielli eSIM. Last updated: 28 October 2026

Contact us

Email adil.hamidii123@gmail.com and we'll get back to you, usually within 24–48 hours.

To help us solve your problem on the first reply, please include:

The destination country and the plan you bought
The last 4 digits of the SIM ID (the ICCID), shown on your eSIM card in My eSIMs (never send us the full number or your activation code)
What you expected to happen, and what happened instead

Getting started

How do I buy a plan?

In the Store tab, pick a destination from the list (or search for it; the icon beside the search field switches to a world map). Pick a plan, tap Get plan, and pay with Apple Pay or a card. You don't need an account: you can check out as a guest and enter an email address for your receipt and install details. You can also sign in with Apple or with an email code, which makes it easier to get your eSIMs back on a new phone.

How do I install my eSIM?

Open the My eSIMs tab, choose your eSIM and tap Install in Settings. iOS takes over and adds the plan to your device. If that doesn't work, Other ways to install on the same screen shows a QR code and the SM-DP+ address and activation code, which you can enter manually under Settings › Cellular › Add eSIM › Enter Details Manually.

Install your eSIM before you travel, while you still have a working internet connection. Installing requires internet; using the plan afterwards does not.

When does my plan start?

It depends on the plan: some plans start counting when you install them, others when the eSIM first connects to a network in your destination. The install screen shows the install-by date and says which applies when the provider tells us. Buying a plan never starts it.

Common problems

My eSIM hasn't appeared after paying

Provisioning usually takes a few seconds but can occasionally take longer. Pull to refresh the My eSIMs tab. If it hasn't appeared after 15 minutes, email us — if a plan you paid for is never provisioned, you get a full refund.

I've arrived but I have no data

Check, in order:

Settings › Cellular — is the Sielli eSIM plan turned on?
Is Cellular Data set to the Sielli eSIM plan, rather than your home line?
Is Data Roaming switched on for the Sielli eSIM plan? Travel eSIMs roam onto local networks, so this must be on — this is the single most common cause.
Try toggling Airplane Mode on and off, or restarting your iPhone.

My device doesn't support eSIM

Sielli eSIM requires an eSIM-capable iPhone that is carrier-unlocked. Check under Settings › General › About: if you see an "Available SIM" or EID entry, your device supports eSIM. A carrier-locked iPhone may not be able to use a third-party travel eSIM.

Can I keep my normal phone number?

Yes. A Sielli eSIM is for mobile data and sits alongside your existing line, so you keep receiving calls and texts on your usual number. It does not replace your number. A plan's Details say whether it includes SMS; most do not.

Can I reuse an eSIM on my next trip?

Each plan is tied to its destination and validity period, so buy a new plan for your next trip. Many plans can be topped up while they are still valid: open the plan in My eSIMs and tap Add data if it is offered.

Refunds

You can request a refund in the app: Account › Order history › Request a refund. An unused plan (no data used) is refunded automatically within 14 days of purchase, and a plan that is never successfully provisioned is refunded in full. Plans with data already used, and other cases, are reviewed by a person — email us and we'll look at your situation. Refunds go back to your original payment method (store credit you spent comes back as store credit). The full policy is in section 6 of our Terms of Service.

Your account and data

You can delete your account at any time from inside the app: open the Account tab and choose Delete account. This removes your account and data from our systems and revokes your Sign in with Apple authorisation; any store credit you hold is lost. An eSIM already installed on your device keeps working. If a purchase is still being processed, wait a few minutes and try again.

What we collect and why is set out in full in our Privacy Policy. We use no third-party advertising or analytics SDKs, we do not track you across other companies' apps or websites, and we do not sell your data.