Help
Install guides, device compatibility and answers to the common questions.
Install guides
Frequently asked
When does my plan start?
Most plans start when the eSIM first connects to a network at the destination — not when you install it. Plans marked “fixed dates” start on the date you picked at checkout. Either way, install at home on Wi-Fi before you travel; it does not use your allowance.
Can I make calls or send SMS?
No. These are data-only plans. Use Wi-Fi calling, WhatsApp, Signal, FaceTime or similar over data. Keep your home SIM active for calls and SMS (with data roaming OFF on that line so it does not incur charges).
Is my phone supported?
Your phone must be eSIM-capable and carrier-unlocked. See the device list. Phones bought on a carrier contract are often locked — check with your carrier before buying.
I scanned the QR code and nothing happened.
Make sure you are on Wi-Fi and scanning from a different screen (not the same phone). If you only have one device, use manual entry: copy the SM-DP+ address and activation code from your eSIM page into Settings.
Can I reinstall the eSIM on another phone?
Generally no. An eSIM profile can be installed once. If you delete it from your phone, it is gone and cannot be refunded. Do not delete the eSIM until the plan has expired.
What if I lost the link to my eSIM?
Use the link in your confirmation email (subject “Your eSIM is ready”). Alternatively sign in with the same email at /login — orders placed with that address appear in your account.
What does “unlimited” mean?
Unlimited plans include a daily allowance at full speed; after that, speed is reduced for the rest of the day and resets at midnight (operator time). The exact daily amount is shown on the plan.
Contact support
Email support@thecryptodepartment.com from the address you used at checkout and quote your order id (starts with ESIM-). We reply within one business day; faster during provisioning incidents. Please do not send your QR code or activation code in email — we can see what we need from the order id.
Refund and replacement rules are in the refund policy.