Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of inserting a physical SIM card, you install a mobile plan by scanning a QR code.

Question 2

Is my phone compatible?

Accepted Answer

Your phone needs to support eSIM. Most recent iPhone, Samsung Galaxy and Google Pixel models do — check the compatible devices list before you buy.

Question 3

How do I install the eSIM?

Accepted Answer

After you buy, we email you a QR code. Scan it from your phone's mobile/cellular settings (Add eSIM). You need an internet connection to install it, so it's easiest to do at home before you fly. Our eSIM installation guide has step-by-step instructions for iPhone and Android.

Question 4

Do I need to cancel my NZ or Australian mobile plan?

Accepted Answer

No. On a dual-SIM phone you keep your usual SIM for calls and texts and use the Pacific eSIM for data. Your home carrier's roaming rates still apply to anything you do on your usual SIM, so turn off data roaming on that line while you're away.

Question 5

Which Pacific destinations can I buy an eSIM for?

Accepted Answer

Plans are available now for Fiji, Vanuatu, Tonga, Hawaii and Papua New Guinea. Samoa and Cook Islands plans are coming soon.

Question 6

Can I use WhatsApp, Google Maps and Instagram?

Accepted Answer

Yes. The eSIM gives you mobile data, so apps that use data — WhatsApp (including WhatsApp calls), Google Maps, Instagram, video calls — work as they do on any data connection.

Question 7

Do the plans include calls, texts or a phone number?

Accepted Answer

No. These are data-only plans with no phone number. Use apps such as WhatsApp or FaceTime for calls over data.

Question 8

What speeds can I expect?

Accepted Answer

Unlimited plans are subject to a Fair Use Policy (FUP): some operators throttle speeds after heavy usage. Actual speeds also depend on the local network where you are.

Question 9

My eSIM isn't connecting. What should I check?

Accepted Answer

Make sure the eSIM is selected as your mobile data line and that data roaming is turned on for the eSIM line, then restart your phone. If it still doesn't connect, contact us by live chat or at support@safariesim.com.

Question 10

Can I remove and reinstall the eSIM?

Accepted Answer

Avoid deleting the eSIM from your phone. If you need to move it to another phone or reinstall it, contact us first.

Question 11

Can I pay in New Zealand or Australian dollars?

Accepted Answer

Yes. Choose NZD or AUD in the currency selector. Your cart and checkout keep that currency, and you're charged in it.

Question 12

How do I pay?

Accepted Answer

Checkout is processed by Stripe. You can pay by card, and with Apple Pay or Google Pay when your device and browser support them.

Question 13

Do I get a receipt?

Accepted Answer

Yes. We email your order confirmation, and your orders are listed under Order history in your account.

Question 14

What is your refund policy?

Accepted Answer

Refunds are available for eSIMs that haven't been installed or activated when you ask within 7 days of purchase, and for compatibility or technical issues verified by our support team. Activated or partly used plans can't be refunded. The full conditions are in our Terms.

Pacific eSIM FAQ

Before you travel

Using your eSIM

Payments and refunds

Still have questions?