This guide explains how to install and activate your KrisFlyer Exclusive Complimentary eSIM, and covers common issues after redemption. For eligibility requirements and guidance on how redeem the Complimentary eSIM, please refer to our Eligibility & How to Redeem guide.
Note: The KrisFlyer Exclusive Complimentary eSIM is also a type of Pelago eSIM. For further assistance with installation, activation, or connectivity issues, please refer to our Pelago eSIM troubleshooting guide
For all other eSIM enquiries, please refer to our eSIM FAQs
Step-by-Step: How to Install and Activate Your Complimentary eSIM
Note: This activation guide applies only to the KrisFlyer Complimentary eSIM. Do not use this guide for Pelago eSIMs or other eSIMs purchased on Pelago.
Before You Start
We recommend installing and activating your Global eSIM only when you are at your destination country over a strong, stable Wi-Fi connection.
This is because your plan will automatically start the first time your device connects to a supported network in a covered country. In some cases, this may happen even during installation, which could cause the plan to start earlier than intended.
If you selected "For someone else or other device" during booking checkout:
Find for the eSIM QR code in your booking confirmation email
Scan the QR code on the intended device
Or tap the activation link (iOS 17.4 and newer)
If you selected "For myself" during booking checkout:
Download the Pelago app on your device
Log in to the Pelago app using your KrisFlyer account
On the home screen of your Pelago App, locate your Global eSIM on the 'Explore Page' and tap on “Install eSIM”
Allow your phone's system to complete the installation
Rename the eSIM line to Pelago eSIM as soon as the eSIM is installed. As this is a Universal eSIM, it stays saved on your device for future trips, so there is no need to delete it. Any subsequent Pelago eSIM purchases will be automatically added to your existing eSIM plan.
Return to the Pelago app. You’ll see a confirmation that your eSIM has been successfully installed.
After installation
Enable the eSIM's Data Roaming to activate the eSIM
Go to your device Settings → Connection → Mobile Data / Cellular and ensure that:
The eSIM plan is switched ON
Data roaming for the eSIM plan is switched ON
Note: Data roaming on all other SIM cards/ eSIMs on your phone should be switched OFF
Troubleshooting
I didn’t receive my confirmation voucher
Check for:
An email with the subject: “Booking confirmed: KrisFlyer Exclusive: Global Roaming eSIM for 118 countries by Pelago”
Check your spam or junk folder in case the email was filtered
If you still can’t find your confirmation voucher, please reach out to us via chat and we’ll be happy to help.
The QR code doesn’t work
If you encounter an error such as “Invalid QR Code” or “QR Code already used”, it may be because a Frewie powered eSIM has already been installed (for example, you had already installed a complimentary eSIM previously.)
What to do:
Open the Pelago app
Log in using your KrisFlyer account
Go to the home page and check if your eSIM is already listed
If available, simply tap “Install” or “Activate” depending on the status
If you have deleted the earlier eSIM from your device, or are unsure whether you have previously installed a Pelago eSIM, please reach out to us via Chatbot for further assistance.
My eSIM expired earlier than expected
What happened:
If your eSIM expired earlier than expected (before 3 days) or is unable to connect when you arrive at your destination, it may be because the eSIM was activated earlier than intended.
The 72-hour validity starts when the eSIM first connects to a supported network. This may include connections made in your home country if the eSIM was activated early.
What you can do:
Check your data usage here: https://usage.frewie.com/api/DataPlan
This will help you confirm whether the data has already been fully used or if the validity period has ended.
If you wish to continue using the eSIM you can purchase a top-up here.
Common FAQs
How long is the complimentary eSIM valid?
Validity depends on the option redeemed: Singapore Airlines Exclusive (2GB for 3 Days) — 3 days (72 hours) or until 2GB is fully used. KrisFlyer Exclusive (1GB for 3 Days) — 3 days (72 hours) or until 1GB is fully used. Both start from the moment of activation.
Can I install or activate my eSIM on a different date from what I selected?
Yes.
You can install and activate your eSIM anytime within 365 days of receiving the eSIM QR code email.
Please note that the eSIM’s validity (e.g. 3 days) will begin as soon as it connects to a supported network, even if it’s in your home country.
Where can I use the eSIM?
The eSIM works in 118 supported countries. To view the full list of supported countries, please refer to “Global Coverage (118 Countries)” under the Additional Information section on the product page.
For anything else, reach out to us via chat and our team will be happy to help.
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