vRoam — Support
Help with buying, installing and using a vRoam eSIM.
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 ICCID, shown on your eSIM card in the app (never send us the full ICCID or your activation code)
- What you expected to happen, and what happened instead
Getting started
How do I buy a plan?
Tap a country on the map, or search for it. Pick a plan, tap Get plan, and pay with Apple Pay or a card. You'll need to sign in with Apple first — that's how we link the eSIM to you.
How do I install my eSIM?
Open the eSIMs tab, choose your eSIM and tap One Click Install. iOS takes over and adds the plan to your device. If that doesn't work, 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?
Your plan activates when the eSIM first connects to a network in your destination — not when you buy it and not when you install it. Validity is counted from that first connection.
Common problems
My eSIM hasn't appeared after paying
Provisioning usually takes a few seconds but can occasionally take longer. Pull to refresh the 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 vRoam plan turned on?
- Is Cellular Data set to the vRoam plan, rather than your home line?
- Is Data Roaming switched on for the vRoam 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
vRoam 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 cannot use a third-party travel eSIM.
Can I keep my normal phone number?
Yes. A vRoam eSIM is data-only and sits alongside your existing line, so you keep receiving calls and texts on your usual number. It does not include a phone number or SMS of its own.
Can I reuse an eSIM on my next trip?
No — each plan is tied to its destination and validity period. Buy a new plan for your next trip.
Refunds
If a plan you paid for is never successfully provisioned, you are refunded in full. All other requests are reviewed case-by-case — email us and we'll look at your situation. 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 Settings (the gear icon on the map screen) and choose Delete account. This removes your account and data from our systems. An eSIM already installed on your device keeps working.
What we collect and why is set out in full in our Privacy Policy. We run no advertising or analytics SDKs, and we do not sell your data.