Help and frequently asked questions
Answers to the questions we get most often. If yours is not here, write to support@juliago.app.
General
What is an eSIM and how is it different from a plastic SIM card?
An eSIM is a SIM card built into the phone. There is nothing to insert: the profile is added from a QR code. Your usual SIM card stays in the phone and keeps working as before.
Does my phone support eSIM?
Most current smartphones do. On iPhone open Settings, Cellular: if there is an «Add eSIM» or «Add cellular plan» item, the phone supports it. On Android open Settings, mobile network, and look for «Add eSIM». If there is no such item, the phone most likely has no eSIM module.
Does my regular SIM card stay in the phone?
Yes. The eSIM works as a separate line, your main SIM card is not affected. On the trip you choose which line is used for mobile data.
Which countries are covered?
Most popular travel destinations. The full list with prices is in the catalogue on the home page.
Ordering
What is the difference between an unlimited plan and a data pack?
An unlimited plan has no cap on the amount of data for the chosen period, which is convenient when you would rather not count gigabytes. A data pack is a fixed amount of data (3 GB, for example) for a period, and it is usually enough for maps and messaging. You can switch between the two on the destination page.
How do I pay?
Card payments for international customers are being connected at the moment. To place an order today, write to support@juliago.app and we will reply with the details.
When do I receive the eSIM?
Right after the order is confirmed. The QR code and the installation details are sent by email.
Can I install the eSIM before the trip?
Yes, and that is the recommended way: install it at home while you are on Wi-Fi. The plan starts only when the phone connects to a network in the destination country, so the days are not spent in advance.
Using the eSIM
How do I install the eSIM?
From the QR code, with the phone connected to Wi-Fi. Step-by-step instructions for iPhone and Android are on the «How it works» page.
The eSIM is installed but there is no internet. What should I check?
In most cases data roaming is switched off. Check that first, it is the most common reason. Then a short checklist:
- the eSIM is switched on in the list of SIM cards;
- the travel eSIM is selected as the line for mobile data;
- data roaming is switched on for the travel eSIM. This is the setting people miss most often.
- in the network settings of the eSIM the APN is plus, with the username and the password left empty.
- turn on airplane mode for 15 seconds and off again, or restart the phone.
- select the network manually. Not every local operator works with our eSIM, and the phone sometimes locks onto the wrong one. The next question explains how to do it.
If there is still no connection, write to support@juliago.app and attach a screenshot of the settings.
The internet worked and then stopped. What should I do?
Usually the phone has latched onto a local operator that does not work with our eSIM. Selecting the network manually helps.
- iPhone: Settings, Cellular, tap the travel eSIM line, then «Network Selection». Turn «Automatic» off, wait about a minute while the phone scans, and pick another operator from the list.
- Android: Settings, mobile network, pick the eSIM line, then «Network operators» or «Select network», turn automatic selection off and pick an operator from the list.
- If that operator gives no connection within a couple of minutes, go back to the same screen and try the next one.
- After switching, turn airplane mode on for 15 seconds and off again so the phone re-registers.
Please do not delete the eSIM from the phone. On an iPhone a deleted eSIM cannot be installed back, and the paid plan is lost with it. If no operator gives a connection, write to support@juliago.app, we will check the line on the network side and tell you which operators work in your country.
Can I share the connection with other devices?
Usually yes, but in some countries the local network operator limits or blocks tethering, so we cannot guarantee it works on every trip.
Is an unlimited plan really unlimited?
There is no cap on the amount of data, but the speed is not full for the whole period. The first 500 MB run at full network speed, after that the speed is up to 5 Mbit/s, which is enough for messengers, maps, email and standard quality video.
- Unlimited for a week: 5 Mbit/s up to 25 GB, then 512 Kbit/s.
- Unlimited for two weeks: 5 Mbit/s up to 40 GB, then 512 Kbit/s.
- Unlimited for a month: 5 Mbit/s up to 65 GB, then 512 Kbit/s.
512 Kbit/s is enough for messages, email and maps, but not for video. The allowance covers the whole period and is not reset daily. On a normal trip it is almost never reached.
How many times can the eSIM be reinstalled?
On the same phone the eSIM can be reinstalled several times. An eSIM that is already installed cannot be moved to another phone: a new device needs a new eSIM.
Installation errors
The phone says the QR code is no longer valid.
The installation code works once. First check whether the eSIM has already been added: open the list of SIM cards in the settings. If it is there, set it up using the checklist above. If it is not, write to us and we will send a solution.
The phone says the cellular plan could not be set up.
This usually happens when the details are entered by hand and an extra prefix ends up in the server address. Installing from the QR code is more reliable. If you enter the details manually, type the address exactly as in the email, without http and without extra spaces.
The phone says this provider's plan cannot be added.
Normally this means the phone is locked to a specific network operator. Ask your operator whether the device accepts third-party eSIM profiles and whether the lock can be removed.
The phone says the device does not support eSIM.
The device has no eSIM module, so unfortunately our internet will not work on it.
Support
How do I contact support?
Write to support@juliago.app. Describe the problem and, if possible, attach a screenshot of the error and of the network settings: that makes it faster to solve.