FAQ Service Setup
Get answers to your questions about how to use or configure our eSIMS or SIM cards for worry-free travel.
Being without internet during your international trip is a non-negotiable, we understand!And to answer all your questions before you buy an international SIM , we've compiled frequently asked questions from over 250,000 travelers who have already used it. Our SIMS CONNECTY have been around for 9 years, and we're sure they'll be of great help to you.
How do I activate the SIM card once I receive it?
Activating your Conecty international SIM card is very simple. Once you are on the plane or arrive at your destination, you should turn off your cell phone, remove the chip you use daily, and insert the Conecty chip. Once you complete this process and are in the country for which you purchased the SIM, you can turn on your phone and wait for it to get a signal, activate mobile data, and data roaming if necessary.
And just like that, you'll be able to browse the internet with complete freedom from the moment you land!
Remember that with your SIM Card, you will also find a pin so you can open the SIM tray. No more worries about finding a way to remove your phone's chip! You will also have installation instructions that will let you know when it is necessary to activate data roaming in your phone's settings.
If your trip is to Europe, you will also find a PIN code in the envelope that your phone will ask for every time you turn it on, so it is important that you save or memorize it.
See our instructions by country
Travel with peace of mind, travel with Conecty!
And just like that, you'll be able to browse the internet with complete freedom from the moment you land!
Remember that with your SIM Card, you will also find a pin so you can open the SIM tray. No more worries about finding a way to remove your phone's chip! You will also have installation instructions that will let you know when it is necessary to activate data roaming in your phone's settings.
If your trip is to Europe, you will also find a PIN code in the envelope that your phone will ask for every time you turn it on, so it is important that you save or memorize it.
See our instructions by country
Travel with peace of mind, travel with Conecty!
How do I activate the e-SIM (virtual) once I receive it?
Your eSIM will arrive in your email one day before your trip. For it to install correctly, you must be connected to a stable Wi-Fi network and your phone must NOT be in airplane mode.
The installation steps are very simple:
1. Scan the QR code with your camera.
2. Click on add data plan.
3. Label the new eSIM with the name of your destination + Connecty, this way you'll avoid confusion!
4. Select the new Connecty e-SIM as the default for "Cellular Data" and "Voice Line".
5. Remember to activate data roaming.
Additionally, remember that the QR code will also contain the installation instructions, which provide a more detailed step-by-step guide. You can find instructions on how to install your eSIM on your iPhone here: Click here for the PDF - iPhone Installation ; Click here for the Video - iPhone Installation
Learn how to install your eSIM on Android here: Click here PDF - Android Installation ; Click here Video - Android Installation
With Connecty you can buy your eSIM from anywhere in the world!
1. Scan the QR code with your camera.
2. Click on add data plan.
3. Label the new eSIM with the name of your destination + Connecty, this way you'll avoid confusion!
4. Select the new Connecty e-SIM as the default for "Cellular Data" and "Voice Line".
5. Remember to activate data roaming.
Additionally, remember that the QR code will also contain the installation instructions, which provide a more detailed step-by-step guide. You can find instructions on how to install your eSIM on your iPhone here: Click here for the PDF - iPhone Installation ; Click here for the Video - iPhone Installation
Learn how to install your eSIM on Android here: Click here PDF - Android Installation ; Click here Video - Android Installation
With Connecty you can buy your eSIM from anywhere in the world!
What do I need to do to set up the SIM or eSIM in my device?
The most important thing for us is that you have all the tools to make setting up your Conecty International eSIM quick and easy.
For your physical SIM to be configured, you must verify that it is the only one installed in the mobile device and is in slot number 1 if your phone is dual SIM. Also, you need to have active mobile data and data roaming enabled.
With eSIM, the installation and setup process is different. Here are the steps to do it. Please note: Before starting the process, you must have a stable internet connection.
eSIMs can only be installed once. If you delete it from your device or do not complete the installation process after starting it, you will NOT be able to install it again (if this happens, you will need to purchase a new eSIM).
You must NOT have your device in airplane mode during installation.
eSIM installation and setup process on Android: 1. Deactivate your current eSIM (if you have an active one).
2. Go to Settings > Connections > SIM Manager > Add Mobile Plan or eSIM Then, a new screen will open, choose the option Scan QR code from provider.
3. At this point, you must scan the QR code we sent you (by saving the image to your device, sending it to a second phone, or scanning it from your computer).
If it is not possible to scan the QR with any of the above options, you must manually enter the details by selecting the Enter code option that will appear at the bottom of the screen (the information and the QR will be sent separately from the instructions).
4. You must accept and activate the following setup messages that appear on the screen.
5. Finally, activate the data roaming option* within the newly added plan: Settings > Connections > Mobile networks > Activate Data Roaming.
*If you do not activate Data Roaming, the service will not work correctly.
eSIM installation and setup process on iPhone:
1. Connect to an available and stable WIFI network (this will prevent installation errors). It is NOT recommended to use the "share data" option.
Go to Settings > Cellular Data or Mobile Data > Add Data Plan or eSIM.
2. Then, a new screen will open, enabling your camera. At this moment, you must scan the QR code we sent you (by forwarding it to a second phone or scanning it from your computer).
If it is not possible to scan the QR with any of the above options, you must click at the bottom of the iPhone screen and manually enter the details (the information and the QR will be sent separately from the instructions).
3. Your eSIM will be saved with a default label. Enter and change it to the word Conecty + the destination country (this label will help you identify your new eSIM and make the usage process easier).
4. Select the default line for cellular data: if you are in the destination country, choose the Conecty SIM. If you have not yet arrived at the destination country, choose the Primary option or the default name with which you have your local SIM in your country.
Important: Disable the "Allow Mobile Data Switching" option to avoid any roaming charges from your primary line.
ACTIVATION (final step once you are at your destination):
Go to Settings > Cellular.
Go to the Conecty SIM.
Verify that it is turned on, then activate the data roaming option.
Important: We recommend deactivating your main line (the line from your country of origin) to avoid charges from your local operator for international roaming. NOTE: If it is an eSIM, you must click "Deactivate," NOT "Delete."
WE ARE DONE!
For your physical SIM to be configured, you must verify that it is the only one installed in the mobile device and is in slot number 1 if your phone is dual SIM. Also, you need to have active mobile data and data roaming enabled.
With eSIM, the installation and setup process is different. Here are the steps to do it. Please note: Before starting the process, you must have a stable internet connection.
eSIMs can only be installed once. If you delete it from your device or do not complete the installation process after starting it, you will NOT be able to install it again (if this happens, you will need to purchase a new eSIM).
You must NOT have your device in airplane mode during installation.
eSIM installation and setup process on Android: 1. Deactivate your current eSIM (if you have an active one).
2. Go to Settings > Connections > SIM Manager > Add Mobile Plan or eSIM Then, a new screen will open, choose the option Scan QR code from provider.
3. At this point, you must scan the QR code we sent you (by saving the image to your device, sending it to a second phone, or scanning it from your computer).
If it is not possible to scan the QR with any of the above options, you must manually enter the details by selecting the Enter code option that will appear at the bottom of the screen (the information and the QR will be sent separately from the instructions).
4. You must accept and activate the following setup messages that appear on the screen.
5. Finally, activate the data roaming option* within the newly added plan: Settings > Connections > Mobile networks > Activate Data Roaming.
*If you do not activate Data Roaming, the service will not work correctly.
eSIM installation and setup process on iPhone:
1. Connect to an available and stable WIFI network (this will prevent installation errors). It is NOT recommended to use the "share data" option.
Go to Settings > Cellular Data or Mobile Data > Add Data Plan or eSIM.
2. Then, a new screen will open, enabling your camera. At this moment, you must scan the QR code we sent you (by forwarding it to a second phone or scanning it from your computer).
If it is not possible to scan the QR with any of the above options, you must click at the bottom of the iPhone screen and manually enter the details (the information and the QR will be sent separately from the instructions).
3. Your eSIM will be saved with a default label. Enter and change it to the word Conecty + the destination country (this label will help you identify your new eSIM and make the usage process easier).
4. Select the default line for cellular data: if you are in the destination country, choose the Conecty SIM. If you have not yet arrived at the destination country, choose the Primary option or the default name with which you have your local SIM in your country.
Important: Disable the "Allow Mobile Data Switching" option to avoid any roaming charges from your primary line.
ACTIVATION (final step once you are at your destination):
Go to Settings > Cellular.
Go to the Conecty SIM.
Verify that it is turned on, then activate the data roaming option.
Important: We recommend deactivating your main line (the line from your country of origin) to avoid charges from your local operator for international roaming. NOTE: If it is an eSIM, you must click "Deactivate," NOT "Delete."
WE ARE DONE!
How do I deactivate my eSIM after returning from my trip?
You've returned from your trip, recharged with new experiences, it's time to reconnect with your daily routine! Here's how to uninstall your travel eSIM:
Uninstall eSIM Connecty Android: 1. Go to Settings
2. Click on Connections
3. Swipe and select SIM card manager
4. Here, choose the eSIM you wish to remove.
5. Now, click Delete and then Delete again to confirm the selection. And voila, your eSIM has been removed!
Uninstall eSIM Connecty iPhone:
Go to Settings > Cellular network
Access the eSIM you wish to remove and select: Remove eSIM.
And that's it, your travel eSIM has been deleted!
Uninstall eSIM Connecty Android: 1. Go to Settings
2. Click on Connections
3. Swipe and select SIM card manager
4. Here, choose the eSIM you wish to remove.
5. Now, click Delete and then Delete again to confirm the selection. And voila, your eSIM has been removed!
Uninstall eSIM Connecty iPhone:
Go to Settings > Cellular network
Access the eSIM you wish to remove and select: Remove eSIM.
And that's it, your travel eSIM has been deleted!
Can I share my data connection with other devices via SIM or eSIM?
There's nothing better than traveling with family and/or friends! When you travel in a group or have multiple devices to connect to the internet, it's essential to have enough data so you don't run out of connection. That's why we invite you to take our quiz to find the perfect plan for your trip and needs.
Please note that not all SIMs or eSIMs in our portfolio will allow you to share internet with other devices, so it is essential that you review the terms and conditions of each product at the time of purchase.
If you want to share data from your mobile device to another device, follow these steps:
Go to the Settings or Configuration option on your device.
Next, go to Wi-Fi and mobile networks.
Choose the newly configured Wi-Fi network.
Enter a password and you'll be able to share your internet connection with another phone.
If your device is Android, these are the steps you should follow:
Go to the Settings option on your phone.
Next, go to Networks and Internet.
Select Wi-Fi Zone / Share connection.
Tap the Wi-Fi hotspot option and set the name and password.
Finally, activate the internet sharing button.
If the device you are using is an iPhone, you must perform the following configuration:
Go to the Settings option on your iPhone.
Then, select Mobile Data.
Click on Share Internet.
The next step is to activate the "Allow others to connect" option.
Finally, set the Wi-Fi password and you'll be able to share data.
Remember that the more devices you have connected, the slower your network access will be and the faster your data will be used up.
Please note that not all SIMs or eSIMs in our portfolio will allow you to share internet with other devices, so it is essential that you review the terms and conditions of each product at the time of purchase.
If you want to share data from your mobile device to another device, follow these steps:
Go to the Settings or Configuration option on your device.
Next, go to Wi-Fi and mobile networks.
Choose the newly configured Wi-Fi network.
Enter a password and you'll be able to share your internet connection with another phone.
If your device is Android, these are the steps you should follow:
Go to the Settings option on your phone.
Next, go to Networks and Internet.
Select Wi-Fi Zone / Share connection.
Tap the Wi-Fi hotspot option and set the name and password.
Finally, activate the internet sharing button.
If the device you are using is an iPhone, you must perform the following configuration:
Go to the Settings option on your iPhone.
Then, select Mobile Data.
Click on Share Internet.
The next step is to activate the "Allow others to connect" option.
Finally, set the Wi-Fi password and you'll be able to share data.
Remember that the more devices you have connected, the slower your network access will be and the faster your data will be used up.
Can I use the SIM or eSIM in multiple devices simultaneously?
Our international SIMs and eSIMs cannot be installed in multiple devices simultaneously.
Once your eSIM is installed, it is not transferable to another device, and you will need to purchase a new eSIM if you require another mobile device to use the service. The physical SIM card, on the other hand, can only be used in one device at a time, provided it is compatible with the carrier's network.
Can I switch from a SIM card to an eSIM or vice versa without any problems?
If you are in the United States using the T-Mobile carrier and need to switch from a physical SIM to an eSIM, we must verify that your device is compatible with this technology by dialing *#06#. If your phone displays EID + IMEI, we can perform the transfer, which costs $5 USD. If you have a plan from another country and it is compatible with eSIM, you can purchase a new plan (transfer is not possible).
Do I need to "unlock the bands" on my phone to use an international SIM or eSIM?
It is important to note that your phone must have open bands, meaning it must not be locked by your carrier to receive a different SIM/eSIM.
What does it mean to have open bands?
Mobile phones depend on an operator to make calls and connect to the data network; these operators allow the phone you use to connect to the network.
If your phone is unlocked, it can connect to any carrier's network. Conversely, if it's locked, it can only connect to one carrier's network, so a new SIM/eSIM won't work.
How can I tell if my phone has unlocked bands?
- Check where you bought the phone. If it was purchased from an official store (Samsung or Apple, for example), it will most likely have unlocked bands. If you bought it from a carrier, it's important to verify directly with them.
- Try using a SIM card from a different operator than the one you use, ask a close person to lend you their SIM card and try to call or send an SMS from your cell phone. If everything works normally, your cell phone is not blocked.
- If you have an iPhone with iOS 14 or later, you can follow these steps:
1. Go to the Settings menu
2. Scroll down and click on General
3. Go to the About section
4. Now scroll down and look for Carrier Lock or Network Provider Lock. If it says "No SIM Restrictions," it means your iPhone is unlocked and can use an eSIM . If not, then your iPhone is locked to a specific carrier.
What does it mean to have open bands?
Mobile phones depend on an operator to make calls and connect to the data network; these operators allow the phone you use to connect to the network.
If your phone is unlocked, it can connect to any carrier's network. Conversely, if it's locked, it can only connect to one carrier's network, so a new SIM/eSIM won't work.
How can I tell if my phone has unlocked bands?
- Check where you bought the phone. If it was purchased from an official store (Samsung or Apple, for example), it will most likely have unlocked bands. If you bought it from a carrier, it's important to verify directly with them.
- Try using a SIM card from a different operator than the one you use, ask a close person to lend you their SIM card and try to call or send an SMS from your cell phone. If everything works normally, your cell phone is not blocked.
- If you have an iPhone with iOS 14 or later, you can follow these steps:
1. Go to the Settings menu
2. Scroll down and click on General
3. Go to the About section
4. Now scroll down and look for Carrier Lock or Network Provider Lock. If it says "No SIM Restrictions," it means your iPhone is unlocked and can use an eSIM . If not, then your iPhone is locked to a specific carrier.
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