Help and contact

Fix the most common eSIM problems, or send the store a message.

What this page is for

The help and contact page answers the questions travellers ask most, and has a form to write to Trippa eSIM. It is the only way to reach us: we reply by email.

How to fix the most common problems

The QR code does not scan: turn the screen brightness up, or open the order page on another device and scan it from there. You can also install by hand with the SM-DP+ address and activation code under "Install by hand".
Signal but no internet: turn on Data Roaming for the eSIM line and choose it as the line for mobile data. Then switch flight mode on and off.
No Service: check you are in a country the plan covers. In the network settings turn off automatic network selection and pick a network by hand.
iPhone stuck on "Activating": wait a few minutes on Wi-Fi, then restart the phone. Do not delete the eSIM: most eSIMs can only be installed once.
Slow data: try another network by hand and check the plan still has data left. Some plans slow down after a daily allowance.

How to top up your eSIM

The help page has a How to top up your eSIM guide (its address ends in #top-up):

Open your eSIM: use the link in your order email, or sign in and go to My eSIMs.
Press Top up.
Choose a top-up. On a daily plan, choose how many extra days you want. Then pay by card.
It is added to the same eSIM within a minute or two, and we email you when it is done. There is no new QR code to scan.

To find plans you can top up later, tick Can be topped up in the plan filters, and look for the Top-up line on each plan. If your data ran out, connect to any Wi-Fi first.

How to install your eSIM

The help page has a How to install your eSIM guide (its address ends in #install): one tap on the same iPhone (iOS 17.4 or later) with Install on this iPhone from the order page or order email, the QR code from another screen, the manual details or the step-by-step install page under Other ways to install, and what to do when you arrive. The APN, for the rare phone that needs it, is on the order page under Network settings.

How to send us a message

Fill in Your name and Your email. We reply to this address.
If the message is about an eSIM you bought, add the Order reference (for example ORD-7KQ2M9XA, in your order email) and, for an order with several eSIMs, the eSIM number (the ICCID on your order page). They are optional, but with the reference and the email address you used to buy, your message joins that eSIM's conversation at once. The eSIM number alone is not enough: it shows on screenshots, so only the order reference proves the eSIM is yours.
Write your Message: what happens, and what you already tried.
Press Send message. You see "Thank you. We will reply by email as soon as we can."

Tip: the "Get help with this eSIM" link on your order page fills in the reference and eSIM number for you.

FAQs

How fast will you reply? As soon as we can, by email. Please check your spam folder too.

Is there an email address or phone number? Please use the form. It reaches us straight away and keeps your order details with your message.

I have an account. Can I write from there? Yes. Some stores let you write about an eSIM from its page under My eSIMs, and you see our replies there too.

Do I need an APN? Almost never: it is set by itself. If data does not start after you arrive, the APN is on your order page under Network settings.

Help guides for every page of the store.
The order page guide and the My eSIMs guide below.