Question 1

Can I renew or extend the data on my eSIM?

Accepted Answer

No, but you can purchase new eSIM plan.

Question 2

What happens if I use up my data or my days of validity?

Accepted Answer

If you ran out of days, your eSIM card will no longer work and you will lose internet connection, dont worry regarding data, you have activated UNLIMITED service.

Question 3

Can I make phone calls and send messages with my Net2GO eSIM in Bulgaria?

Accepted Answer

The eSIM only comes with cellular data. It does not include a local phone number for phone calls or text messages. You can still make calls using apps like WhatsApp and Viber.

Question 4

Can I make phone calls and send messages with my Net2GO eSIM in Croatia?

Accepted Answer

Yes you can! The service has 200 local minutes (mobile and fixed numbers) included plan.

Question 5

Can I delete the Net2GO eSIM once I’ve used my data?

Accepted Answer

Yes! But keep in mind that you don’t need to do so. As soon as your plan expires your eSIM will no longer work.

Question 6

Can I use my SIM card and Net2GO eSIM at the same time?

Accepted Answer

In some devices, you can use your SIM card and your eSIM at the same time. Choose the SIM card for phone calls and SMS, and Net2GO eSIM for data from your device. Please remember that if you leave your SIM card activated, your network provider may apply data roaming charges to receive or make phone calls as well as send SMS.

Question 7

How can I delete the Net2GO eSIM once I’ve used my data?

Accepted Answer

There is no need to delete the eSIM once you have finished using it. However, if you wanted to, you can do this by going to your phone’s SIM card manager.

Question 8

Can I reinstall my eSIM card?

Accepted Answer

If needed or when changing phones during your trip, you can transfer your eSIM. However, note that you can only transfer the eSIM after you have deleted eSIM profile from first device. Don't forget that you need to have stable internet connection.

Question 9

What do I do if I delete or lose my eSIM’s QR code?

Accepted Answer

If you cannot find the code, please contact our 24/7 customer support team on our online chat. We will resend you the code through email.

Question 10

How does eSIM work?

Accepted Answer

eSIM works in the same way as a physical SIM, but without the need for a physical card. Everything needed for the operation of the eSIM service is found in a mobile phone that supports eSIM. To use an eSIM, it is not necessary to change the tariff package, and all services available when using a physical SIM card are also available when using an eSIM.

Question 11

What if I reset my smartphone to factory settings?

Accepted Answer

Restoring the mobile phone to the factory settings may result in the incorrect deletion of the eSIM, which will make it impossible to reactivate the same card. Then you will have to buy new eSIM. Before proceeding with the reset, it is important that the eSIM card is successfully deleted from the mobile settings so that it can then be reinstalled without any problems.

Question 12

How do I know which eSIM is using data?

Accepted Answer

To check which eSIM is selected for data, please follow these steps: Go to Settings on your device Tap Cellular or Mobile Go to Cellular Data to see the plan used for dana If you have multiple eSIMs installed, your device will display the available plans as long as they are -On- under Cellular Plans. On Android devices: Go to Settings on your device, Go to Network Internet and to Mobile Network to find the active plans. If you have multiple eSIMs installed, your device will specify which eSIM is being used by displaying its label. Your eSIM label is the nickname you chose for your eSIM at the time of installation.

Question 13

Can I buy an eSIM for multiple countries?

Accepted Answer

We suggest that you buy eSIM for each of the countries as there could be limitations depending on each destinations.

Question 14

Does switching from a classic SIM card to an eSIM change anything?

Accepted Answer

No, the way you use your phone services remains completely the same, it will just determine which card will you use for data and which one for calls.

Question 15

APN Settings

Accepted Answer

All of the plans sold by eSIM support auto-APN. This means that there is no need to ever check or change the APN settings in order to get data ( the internet ) working.

Question 16

Can I transfer an eSIM data plan to another phone?

Accepted Answer

Yes, you need to be connected to internet and then you can delete eSIM from phone that you won't use anymore, after that you can activate eSIM on another phone.

Question 17

Can I make phone calls and send messages with my Net2GO eSIM in Greece?

Accepted Answer

The eSIM only comes with cellular data. It does not include a local phone number for phone calls or text messages. You can still make calls using apps like WhatsApp and Viber.

Question 18

Can I keep my WhatsApp and Viber number?

Accepted Answer

You don’t need to do anything to keep your WhatsApp and Viber number. You’ll automatically keep your number, contacts and conversations.

Question 19

How do I set up the eSIM on my device?

Accepted Answer

After your purchase, we will send a QR code and manual instructions to your email. Either print the QR code or open it on your computer. On your cell phone, go to Settings, Mobile Data, Add Data Plan and scan the QR code. You can rename the data plan on your phone. Then, you’ll be able to switch between your Net2GO data plan and the original plan from your provider. The Net2GO data plan will only be operational once you arrive at your destination. Once you land, turn on data roaming on your cell phone's settings and activate the Net2GO data plan. Check your phone’s user manual for more details on adding a data plan. All eSIM products come with comprehensive set-up instructions.

Question 20

When should I set up my eSIM?

Accepted Answer

Set up your eSIM before your departure. Once you reach your destination, just activate the data plan, and turn on data roaming. We recommend you print the QR code and take it with you on your vacation just in case. Remember that you need a prior internet connection to activate the eSIM. Set up is quick and you will be able to enjoy your data plan right away.

Question 21

How much data does my eSIM include?

Accepted Answer

Net2GO eSIM cards include unlimited data plans. The availability of data packages may vary by destination.

Question 22

Is there a physical store for Net2GO in Slovenia?

Accepted Answer

No, Net2GO SIM cards cannot be bought in physical stores. Purchase is possible only online.

Question 23

Can I use WhatsApp and Viber with my Net2GO eSIM?

Accepted Answer

Yes, you can use WhatsApp and Viber with your eSIM just like normal. When you install an eSIM, you will keep your WhatsApp and Viber number, which means you will also keep all your conversations and contacts. You don’t need to worry about falling out of touch with your friends and family when you’re travelling. That being said, remember that making video calls over WhatsApp and Viber use up a lot of data.

Question 24

When do the days of my data plan start counting?

Accepted Answer

Your data plan starts the moment you activate your eSIM, by turning on data roaming in the Net2GO eSIM. You should do this once you arrive at your destination.

Question 25

Is there a physical store for Net2GO in Bulgaria?

Accepted Answer

No, Net2GO SIM cards cannot be bought in physical stores. Purchase is possible only onlin

Question 26

Is there a physical store for Net2GO in Croatia?

Accepted Answer

No, Net2GO SIM cards cannot be bought in physical stores. Purchase is possible only online.

Question 27

Can I share data with other devices?

Accepted Answer

Yes, if your device supports hotspot function.

Question 28

Do I have to activate data roaming on my device?

Accepted Answer

Yes. To ensure that your eSIM gets the best coverage, you must turn on data roaming on your phone’s settings. This will not incur any additional charges, as long as you have already the Net2GO eSIM set up correctly.

Question 29

How long does it take to receive a refund?

Accepted Answer

The frame time for refund should be visible on your account within 14 days. However, the refund time depends solely on the Bank that issued the user's card and when the money will become visible on the user's account.

Question 30

How quick is the Net2GO eSIM?

Accepted Answer

The Net2GO eSIM offers maximum speed coverage (4G and 5G) depending on country.

Question 31

To which mobile network will I connect at my destination?

Accepted Answer

Your eSIM will connect to NOVA, Telemach or VIVACOM networks that Net2GO partners up with.

Question 32

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM card that can be installed directly into your smartphone or other mobile devices. It is an alternative to the physical, removable SIM card you’re used to.

Question 33

Is it safe to use eSIM?

Accepted Answer

eSIM provides the highest level of security. The new eSIM standard has been approved by the GSMA association and is protected from misuse by the most modern security measures. This also applies to downloading an eSIM profile via a public Wi-Fi network, which is an encrypted process protected by security certificates.

Question 34

Can I install the same eSIM on multiple devices?

Accepted Answer

eSIMs are designed for single-device use.

Question 35

When does my eSIM data package expire?

Accepted Answer

The eSIM data package expiration date depends on the eSIM validity and starts when the eSIM activates.

Question 36

Do I need to have internet access to activate the eSIM card?

Accepted Answer

Yes, access to mobile data or WIFI is necessary to activate the card.

Question 37

Do I need a PIN to activate my eSIM profile?

Accepted Answer

No, you don't. PIN number is disabled.

Question 38

Are there contracts like those with traditional eSIM operators?

Accepted Answer

You do not need to sign any contract to use NET2GO eSIM card. You can activate and deactivate it at any time, depending on your travel plans.

Question 39

Will all data be preserved if I replace the eSIM in another phone?

Accepted Answer

Yes, your plan will be preserved and you can use it as long as your plan lasts.

Question 40

Is there a physical store for Net2GO in Greece?

Accepted Answer

No, Net2GO SIM cards cannot be bought in physical stores. Purchase is possible only online.

Question 41

How can I check how much data I have left?

Accepted Answer

To check the data balance you have left, log in to our Net2GO.eu website with your email used to make the purchase.

Question 42

How long does it take for an eSIM QR code to arrive?

Accepted Answer

An eSIM QR code is sent out the moment you buy it. You should receive an email within a couple of minutes. If you don’t see the email in your inbox, it might have gone into your spam folder. If you haven’t received your code after more than 10 minutes, ask for help via our online chat and we’ll sort it out for you.

Question 43

When will I receive my eSIM?

Accepted Answer

Once you purchase an eSIM, you will receive it immediately to your email address. You then just need to scan the QR code to activate the SIM. Note that no refunds can be made once you purchase your digital SIM. See our refund policy for more information.

Question 44

Can I make phone calls and send messages with my Net2GO eSIM in Slovenia?

Accepted Answer

The eSIM only comes with cellular data. It does not include a local phone number for phone calls or text messages. You can still make calls using apps like WhatsApp and Viber.

eSIM Frequently Asked Questions