GoRoam eSIM · Help center
Help & Troubleshoot
Real answers to the questions travelers actually ask. Switch to Troubleshoot for step-by-step fixes when something is acting up.
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Activation & Setup
How does the eSIM arrive?+
Instantly. As soon as your payment clears, your activation QR code is emailed to you and shown on the order success screen. You can install before you leave home — the eSIM only consumes data once you toggle it on.
How do I install on iPhone?+
Open Settings → Cellular → Add eSIM → Use QR Code, then point your camera at the QR. Label it (e.g. ‘GoRoam eSIM Japan’), set the GoRoam eSIM line for Cellular Data and toggle Data Roaming ON for that line only.
How do I install on Android (Pixel/Samsung/etc.)?+
Settings → Network & Internet → SIMs → Add SIM → Download a SIM instead?, scan the QR. Label it, set ‘Mobile data’ to the GoRoam eSIM and turn ‘Roaming’ on for that SIM only.
Can I install the eSIM at home before I travel?+
Yes — installing is safe. The plan only starts counting data the first time you connect to a network at your destination (or when the manual start date you picked kicks in).
Is my phone compatible with eSIM?+
Most phones from 2019 onward support eSIM — iPhone XS/XR and newer, Pixel 3 and newer, Galaxy S20 and newer. Your phone must also be carrier-unlocked. iPhone: Settings → General → About → look for an ‘EID’. Android: search Settings for ‘SIM’ → ‘Add eSIM’.
Coverage & Networks
Which networks will I connect to?+
Each plan card lists the local carriers it roams on (e.g. KDDI / SoftBank / Docomo in Japan). Your phone picks the strongest available 4G/5G signal automatically.
Will I get 5G?+
Yes where the underlying carrier and your phone both support it. Most plans on GoRoam eSIM include 5G access at no extra cost.
What if I leave the country during my plan?+
Local plans only work inside the country you bought them for. For multi-country trips, pick a Regional or Global plan — they keep working as you cross borders.
Plans & Pricing
Are taxes included?+
The price you see at checkout is the price you pay. We charge in your home currency where supported.
What if I run out of data?+
Buy a top-up plan from the GoRoam eSIM marketplace and apply it to the same eSIM, or buy a fresh plan. Top-ups land on the same profile so you don’t have to re-install anything.
Do plans include calls and SMS?+
GoRoam eSIM plans are data-only by design — that’s how we keep prices honest. For calls use WhatsApp / FaceTime / Google Meet over data. Keep your home line in the second slot for SMS-based 2FA.
What’s your refund policy?+
If your eSIM never installs or never connects to a network, contact us within 7 days and we’ll refund or replace it. Once an eSIM has connected to a network and used data, it can’t be refunded — that’s an industry-wide constraint.
Devices & Compatibility
Will the same eSIM work on a different phone?+
An eSIM profile is bound to the device it was first installed on. If you switch phones, you’ll need a new eSIM. Some destinations support a ‘transfer eSIM’ flow within Apple/Android — check your plan details.
Can I use a GoRoam eSIM as a hotspot?+
Most plans support tethering / personal hotspot. Each plan card on the marketplace shows whether tethering is included or restricted.
My phone is locked — will it work?+
No — eSIM travel plans require a carrier-unlocked phone. Contact your home carrier and request an unlock before you travel.
Top-up, Refunds & Account
Where do I find my eSIMs after I install?+
Sign in to GoRoam.now, open the dashboard and choose ‘eSIM’ in the sidebar — your purchased eSIMs (and their QR codes) are saved there permanently. Bought as a guest? Sign up using the same email and your purchases will be linked automatically.
Can I keep my home number while using a GoRoam eSIM?+
Yes. eSIM is a separate line on your phone. Your home SIM (or your home eSIM) stays active for SMS, 2FA, and inbound calls. The GoRoam eSIM travel eSIM handles only mobile data on a second line — you control the toggle.
Why do I need a travel eSIM if my country has free roaming?+
If your home plan already includes free or cheap roaming where you’re going, you don’t need one. GoRoam eSIM is for travelers whose home carriers charge expensive per-MB rates abroad.
Travel tips
When should I activate the eSIM?+
Install it at home before you fly. On arrival, switch your GoRoam eSIM line on for Data and turn Data Roaming on for that line. Keep your home line on for calls/SMS but turn its Data Roaming OFF to avoid bill shock.
How much data do I actually need?+
Maps + WhatsApp + casual browsing: ~500 MB/day. Add streaming or Reels: 1–2 GB/day. Working remotely / video calls: 3 GB+/day. Plans on GoRoam eSIM scale from 1 GB up to Unlimited.
AI Concierge
What is the Concierge and how do I open it?+
It's an AI travel butler bundled free with every eSIM. Sign in to GoRoam.now → Dashboard → eSIM → tap the ‘Concierge’ tab. It greets you in your destination's local language and works in 18+ languages.
What can it actually book for me?+
Three things, in one place: ✈ Flights via Aviasales/Travelpayouts, 🏨 Hotels via Hotellook (Booking.com + Agoda + Expedia rates), 🚗 Cars via Rentalcars. Just type ‘find me a hotel in Shibuya for 3 nights’ and the booking modal opens pre-filled. Plus restaurant reservations placed by an AI agent that picks up the phone in the local language.
Where do I see what I've booked?+
Open the Concierge tab → look at the right side rail → ‘My Trips’ card. Every flight, hotel, car, or activity appears with status (pending / booked / cancelled), dates, price, and an ‘Open booking ↗’ link straight to the partner page.
Why does my reservation show ‘pending’?+
When you click Book, we open the partner site (Booking.com, Aviasales, Rentalcars) where you finish payment. We log the click instantly as ‘pending’. Once you complete checkout, the partner emails you a confirmation; paste the confirmation # into the reservation or wait for our nightly sync to flip it to ‘booked’.
Does the AI really call restaurants?+
Yes. When you confirm a booking (‘book me Sushi Saito for 2 at 7pm Friday’), our voice agent dials the venue in Japanese (or French, Italian, Arabic, Mandarin, etc.), introduces themselves, requests the reservation, handles back-and-forth, and reports back with a confirmation code.
Will it track my flight in real time?+
Add a flight number once and the Concierge watches gate changes, delays, and arrival in real time, surfaces them in the ‘Flights’ side rail, and proactively warns you in chat (‘Your gate just changed to D14 — 6 minute walk’).
Can it help with weather, transit directions, and budget?+
All three. It pulls live weather based on your GPS, gives walking/transit/driving directions via Google Maps inside the chat, and tracks every expense — type ‘I just paid $40 for dinner’ and it logs it, or upload a receipt photo and Vision AI extracts the amount/vendor automatically.
Does it cost extra to use the concierge?+
No. It's included free with every active GoRoam eSIM plan. The only thing to know: when you book a flight/hotel/car through it, GoRoam earns a small affiliate commission from the partner — that's how the concierge is funded, not from your pocket. Prices match what you'd pay direct.
What languages does it speak?+
18 today: English, Spanish, French, German, Italian, Portuguese, Mandarin, Cantonese, Japanese, Korean, Hindi, Arabic, Russian, Turkish, Dutch, Polish, Vietnamese, Thai. It auto-detects and replies in your destination's local tongue when calling venues on your behalf.
Is my data private?+
Yes. Everything (chat history, reservations, expenses, receipts) is row-locked to your account by Supabase RLS — no other user, no other partner can see it. Receipts are stored in a private bucket; admin support can only access by signed time-limited URL on a ticket.