FAQ

If you encounter any usage issues, you are welcome to check this page at any time. If this page does not answer your questions, you are welcome to provide feedback to XPIN.

Important Notice: If your eSIM has been successfully installed, please ensure that data roaming for the eSIM is enabled; otherwise, you may not be able to connect.

In case of any connectivity issues, please first check whether data roaming is turned on.

*Frequently Asked Questions and Solutions

1. I have purchased the XPIN eSIM service, but I don't know how to proceed.

Please refer to Here.

1. Can I download the same eSIM profile on different devices?

No, an eSIM profile can only be downloaded and used on one device.

1. Why can't I "add a mobile network plan" after scanning the eSIM QR code on my device?

Make sure your device is connected to WiFi and try again.

1. Can I use eSIM if my phone is locked to a specific carrier?

No, if your device is locked to a specific carrier, you will not be able to activate any XPIN eSIM data plans. The only solution is to contact your carrier to unlock your device immediately. Once your device is successfully unlocked, you will be able to purchase and enjoy any compatible XPIN eSIM data plan of your choice.

1. How do I switch data to eSIM?

Check if the service is enabled for the device and select the "Cellular - SIM Card" option to enable the service. If you still have issues, please contact customer service.

1. I have successfully activated the eSIM service, but the applicable device cannot connect to the mobile network, what should I do?

(1) First, please check the following settings:

• Wi-Fi is turned off.

• Cellular/Mobile Data is turned on.

Schematic Diagram 1

(2) Please ensure that the eSIM plan is installed on your device. Cellular/Mobile Data is set to use the correct eSIM.

Schematic Diagram 2

(3) If the above requirements are met, but your eSIM card is still not working properly, please enable data roaming. Go to Your Device > Settings > Cellular / Mobile Data > WiFi Map eSIM (or "Data Roaming")".

Schematic Diagram 3

(4) Enable Data Roaming. Restart your device, then wait for a few minutes and check your mobile internet connection. If this does not work for you, please contact our support team for troubleshooting.

Schematic Diagram 4

1. Should I install the eSIM upon arrival or departure?

eSIM activation requires an internet connection, so we strongly recommend that you install the eSIM before you arrive at your destination. However, you can also order using local Wi-Fi at the airport and activate the eSIM immediately after landing.

1. How to check ICCID?

If the cellular number is turned on, you can go to "General - About This Device - ESIM" to check the ICCID.

1. Why can't I share a hotspot with my eSIM? Due to differences in mobile terminal versions, if your eSIM is working properly but you can't share a hotspot, please follow these steps to see if you can restore the function:

(1) Check if the phone is a contract phone or a locked phone.

(2) Check if the VPN is turned off.

(3) Check if data roaming is enabled.

(4) Check if the eSIM is set as the primary number.

(5) Check if the phone is updated to the latest version.

(6) Use a physical SIM card to go online, enable the mobile hotspot sharing function (make sure the hotspot is available), then without turning off the hotspot, switch the phone to use the eSIM for internet access. Please try this several times, including power cycling your device.

1. Can I use both eSIM and a physical SIM card at the same time?

Yes, many newer devices support dual SIM card functionality, allowing you to enable both an eSIM and a physical SIM card simultaneously. This feature is ideal for managing personal and business lines on the same device or combining local and international plans.

1. What happens to my eSIM if I lose my device?

If your device is lost or stolen, please contact us immediately. We can disable your eSIM to prevent unauthorized use. Once you have a new compatible device, we can assist you in transferring your eSIM profile.

1. Can I remove my eSIM?

Yes, you can delete your eSIM profile from your device. The process varies slightly depending on the brand and model of your device, but it generally involves going into device settings, selecting the eSIM profile, and choosing the option to remove it. Please understand that deleting your eSIM does not cancel your service plan.

1. Will switching to eSIM lock me into XPIN?

No, one of the benefits of eSIM is the flexibility it offers. Although you can download XPIN's eSIM profile onto your device, you are not locked in as with a traditional SIM card, and you can switch to other networks and communication services at any time. If you decide to discontinue XPIN's eSIM service, you can do so easily.

1. How many eSIM profiles can my device store?

The number of eSIM profiles that your device can store varies by manufacturer and model. Typically, devices can store multiple eSIM profiles simultaneously, but can actively use only 1 to 2. You can easily switch between eSIM profiles as needed.

1. How can I check my eSIM data balance?

You can open XPIN's official mobile application: XPIN Planet, to check your remaining data usage.

1. Can I renew my eSIM?

Yes. You can open XPIN's official mobile application: XPIN Planet, at any time, select the data plan you need, and make the payment.

1. Additional Note

If after setting up your eSIM you receive a 3G signal at the top of your phone's screen, please restart your phone once to switch to LTE.

1. Encountered Issues with KYC

Currently, among the countries and regions supported by XPIN eSIM services, only Hong Kong and Taiwan require KYC. If the KYC link does not automatically appear when you activate your eSIM service, you can click Here to undergo KYC verification.

After the verification, you will be able to continue activating your eSIM.

1. Does XPIN eSIM support Chat GPT?

Due to regional network restrictions, XPIN eSIM services may encounter difficulties in accessing Chat GPT or certain other specific websites.