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Pelago eSIMs

This article applies only to Pelago eSIMs (also known as eSIM by Pelago, powered by Frewie).

Not sure which eSIM you have?

  • Simply check your confirmation email! If you see “eSIM by Pelago”, you’re good to go!

  • This includes the SIA Complimentary eSIM, which uses the same Pelago eSIM service (powered by Frewie).

Looking for a different eSIM?

  • SIA Complimentary eSIM: If you have booked, or are planning to book, a SIA Complimentary eSIM as a KrisFlyer member, please visit our Complimentary eSIM for SIA Group/KrisFlyer Customers page for tailored support.
    ​

  • Other eSIMs: For general troubleshooting for different eSIM brands purchased on our platform, please refer to our General eSIM FAQs.

New to eSIM? Start here

If you have never used an eSIM before, read this section first. If you already know what an eSIM is, skip ahead to the next section.

What is an eSIM?

An eSIM (embedded SIM) is a digital SIM card built into your device. Instead of inserting a physical plastic card, you download a mobile data plan directly onto your device over Wi-Fi.

Is my device compatible?

  • Check the full list of supported devices at: frewie.com/help/device-compatibility

  • Important: Your device must also be carrier-unlocked (not tied to a single network provider) to use a third-party eSIM.

Check

How to do it

eSIM compatible (iOS)

Settings > General > About > look for "eSIM" under Cellular

eSIM compatible (Android)

Settings > Connections > SIM Manager > look for "Add eSIM" option

Carrier-unlocked (iOS)

Settings > General > About > Network Provider Lock should say "No SIM restrictions"

Carrier-unlocked (Android)

Settings > Connections > Mobile Networks > Network Operators. If you can see multiple carriers listed, the device is likely unlocked

What is a Pelago eSIM?

Most travel eSIMs are disposable. You buy one for Japan, use it, and delete it. Then you buy a new one for your next trip and repeat the whole setup process.

eSIM by Pelago (or Pelago eSIM) works differently. It uses a Parent and Top-Up system.

Think of the Pelago eSIM like a reusable water bottle:

Your Pelago eSIM (eSIM profile) is the bottle

  • You install it once and keep it on your device

  • You don’t need replace it every time you travel

Data plans are the water

  • If you run out of data, you buy a top-up

  • If you are visiting another country, you buy a new eSIM Plan that has network coverage for that destination

  • The act of purchasing a new eSIM plan is like filling the bottle back up

You never need to delete your Pelago eSIM in your device. Whether you are going to Japan today or France next year, any new eSIM plans purchased will be automatically loaded onto the same profile.

This way, the bottle stays the same. Only the water inside changes.

What does this look like when you actually use it?

On your first purchase, select “For myself” at checkout. This creates a unique eSIM ID (your “bottle”) and links it to your Pelago account.

After installation, the eSIM stays permanently on that device. Any future data plans you buy, no matter the country, are added to the same eSIM as top-ups.

When you arrive at your destination, simply open the Pelago App and tap “Activate.”

Standard travel eSIM

eSIM by Pelago

New installation for every trip

Install once, top up for each trip

Scan a new QR code each time

No QR code needed after first setup

Delete old eSIM after each trip

Keep eSIM installed permanently

One eSIM per country

One eSIM, any country

No in-app usage tracking

Real-time data usage in the Pelago App

❗️Important: Do not delete your Pelago eSIM from your device settings

Deleting your Pelago eSIM will affect all future Pelago eSIM purchases.

Using the earlier reusable bottle analogy:

Deleting the eSIM is like throwing away your reusable bottle. Any future top-ups or eSIM plans will have nowhere to go, and you’ll need to contact support to get set up again.

When you are not travelling, simply turn the eSIM line OFF in your device settings instead of deleting it.

Does the Pelago eSIM include calls and messaging?

All Pelago eSIMs are data-only. Voice calls and SMS are not supported.

Unfortunately, it’s not possible to top up these eSIMs with call or SMS credit, as Pelago eSIMs only include data plans.

Buying your eSIM

Step 1: Find and purchase your plan

  1. Open the Pelago App or visit pelago.com
    ​

  2. Search for your destination followed by "eSIM by Pelago"

    1. For example, "Japan eSIM by Pelago"

  3. Select your activation date, validity period, and data amount

  4. Tap "Book Now" to proceed to checkout.

Step 2: Choose who the eSIM is for

This is the most important step. At the Booking Details page, you will see two options when you click on "Who will use this eSIM?":

  • Myself

  • Someone Else

Here's what each option means:

Option

What it means

For myself

The eSIM is linked to your Pelago account. You manage everything in the Pelago App. Future purchases automatically top up the same eSIM. No reinstallation needed.

For someone else

The eSIM is NOT linked to your account. The recipient receives a QR code to install their own eSIM. Each new purchase requires a fresh installation, like a standard travel eSIM.

FAQs on Buying a Pelago eSIM

I want to use the eSIM on a tablet or second device, not my main device.

In this case, choose "For someone else" at checkout. This generates a QR code you can scan onto any compatible device.

I did not log in when I made the purchase. Is the eSIM still linked to my account?

Yes, as long as the email you used at checkout matches your Pelago account email. Once you log in, the eSIM will appear in the Pelago App automatically.

Can I use my eSIM before the activation date I selected?

Yes. The date you select at checkout is a planned start date, not a restriction. Your eSIM is ready as soon as you receive your confirmation email.

How long is my Pelago eSIM valid for?

  • Before activation (unused eSIM): Your eSIM plan is valid for 1 month from the date of purchase if it has not been installed.
    ​

  • After activation: Once you activate the eSIM and connect to a network, the validity will be based on the number of days you selected at checkout or until your data is fully used, whichever comes first.

I did not receive the confirmation email for my Pelago eSIM

If you did not receive your confirmation email, here are the most common reasons:

  • The email address entered at checkout may be incorrect or misspelt

  • The booking may be an eSIM Top-Up (top-ups usually do not send a separate voucher email)

  • There may be a temporary technical delay in email delivery

What you can do

To help locate the confirmation email, please try the steps below:

  • Confirm your booking type is a Pelago eSIM Plan (not a top-up)

    • If it is a top-up, your data is automatically added to your existing eSIM (no email voucher is required)
      ​

  • Check that the email address used at checkout is correct
    ​

  • Look in your spam, junk, and promotions folders

    • Search your inbox using these subject lines:

      • “Setup and Activate eSIM Service”

      • “eSIM by Pelago”

Faster alternative (if you selected “For myself” at checkout)

You can also access your eSIM directly:

  • Download the Pelago App

  • Log in using the same email used for your purchase

  • Your eSIM plan will appear in the app

  • Follow the on-screen steps to install and activate your eSIM

If you still cannot locate the email, please contact us via the Chatbot and we’ll help you retrieve your eSIM details.

Setting up your eSIM (Installation)

Installation means adding the eSIM to your device. If you selected "For myself", this only needs to be done once.

❗️Before you start:

  • Connect to a stable Wi-Fi network. Do not install using mobile data.

  • Keep your device on the installation screen throughout. Do not close settings mid-process.

  • Installation usually takes up to 10 minutes.

Method A: Pelago App (recommended for "For myself" bookings)

No QR code needed. The eSIM is pre-loaded into your account.

  1. Open the Pelago App and log in with the account used for the purchase
    ​

  2. On the Home screen or under "My Bookings", find your eSIM

  3. Tap "Install eSIM" and follow the on-screen prompts

For a detailed walkthrough of your device settings, download the Pelago eSIM User Guide PDF [here].

Method B: QR Code (for "For someone else" bookings)

  1. Open your device camera or go to Device Settings > Add eSIM

  2. Scan the QR code in your Pelago confirmation email

Installation FAQs

I encountered an error when scanning my Pelago eSIM QR code

  • If you selected “For someone else”

    • Common error messages encountered:

      • "eSIM Cannot Be Added. This code is no longer valid. Contact your service provider for more information"

    • What this means: The eSIM is likely already been added to your device

    • What to do next when you see this error message:

      • Check if the eSIM is already installed on the device

      • How to check:

        • iPhone: Settings → Mobile Service

        • Android: Settings → Connections → SIM Manager / Mobile Network

  • If you selected “For myself”

    • Common error messages encountered:

      • “eSIM Cannot Be Added. This code is no longer valid. Contact your network provider for more information”

      • “Unable to Activate eSIM. You can try again or contact your network provider for assistance”

      • “Can’t set up eSIM. This eSIM is being used on another device. To fix the issue, contact your operator”

    • What this means:

      • This is not an error

      • Seeing this error means that a Pelago eSIM has already been installed on your device

      • A Pelago eSIM is designed to be installed only once

      • All future purchases are treated as top-ups to your existing eSIM

      • You do not need to scan a new QR code each time
        ​

      • What to do next when you see this error message:

        • Open your Pelago App
          ​

        • Look for the eSIM Plan purchased and check if it shows "Activate"

        • This means that your eSIM plan purchased is already installed and ready to use
          ​

        • When you arrive at your destination:

          • Turn ON your Pelago eSIM in your device settings

          • Tap “Activate” in the Pelago App

          • Follow the steps to connect to a network

If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.

My device is not compatible with Pelago eSIM. What should I do?

If your device is not compatible with Pelago eSIM, you may see one of the following error messages when trying to scan or activate your QR code:

  • “SIM not activated. Something went wrong while trying to activate your numbers. You can try again later in Settings”

  • “Sorry, your device is not compatible with Pelago eSIM”

What this means:

  • Your device may not support eSIM, or it may be locked to a single mobile carrier.

  • When this happens, the Pelago eSIM cannot be installed or activated on your device.

What to do next:

  1. Check if your device is eSIM compatible by clicking on this link [here]
    ​

  2. Check if your device is carrier-unlocked. Even if your phone supports eSIM, it must also be carrier-unlocked.

    1. iPhone (iOS):

      1. Go to Settings > General > About

      2. Look for Network Provider Lock

      3. It should state "No SIM restrictions"
        ​

    2. Android:

      1. Go to Settings > Connections > Mobile Networks > Network Operators

      2. If you can see multiple different carriers available, your phone is likely unlocked

  3. If you only see one network carrier, or if your device shows “SIM restrictions”, it means your device is carrier-locked.

If the issue is not resolved or your device is carrier-locked, please reach out to us via the Chatbot and we'll guide you further.

The eSIM does not appear in my Pelago App.

This applies only if you selected "For myself" at checkout.

  • Make sure you are logged in with the same email used at checkout

  • Confirm your booking status shows "Confirmed"

  • Wait up to 5 minutes for the eSIM to sync to the app after booking

  • Swipe down to refresh the home screen or restart the app

If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.

The installation screen is stuck loading

  • Wait the full 10 minutes before taking any action.

  • If still loading, restart your device.

  • After restarting, check your device settings. The eSIM may have installed successfully in the background.

I accidentally deleted the Pelago eSIM

  1. Remove/delete all other existing eSIMs in your device settings

  2. Try to scan the QR code in your confirmation email again

  3. If reinstallation fails, contact Frewie directly at hello@frewie.com for technical reactivation.

Note: an eSIM cannot be transferred to a different device after it has been installed.

Turning on your eSIM (Activation)

Activation is the next step after installation.

  • Installation adds the eSIM to your device

  • Activation turns it on and connects it to a mobile network

Activating a Pelago eSIM

  1. Ensure that you switch off that data roaming of your Primary SIM:

    1. iPhone (iOS): Settings → Mobile Service → Under SIMs, click on “Primary” → Ensure that Data Roaming is toggled off

    2. Android: Settings → Connections → Mobile Networks → Ensure that Data Roaming for Primary SIM is toggled off

    3. You can keep your Primary Line turned on if you want to continue receiving calls and messages on your main number. However, we recommend turning it off to avoid any potential additional charges.

  2. Switch on the Pelago eSIM line & Switch on data roaming:

    1. iPhone (iOS): Settings → Mobile Service → Under SIMs, click on the eSIM that was just installed → Toggle on “Turn on this line” → Toggle on “Data Roaming”

      1. Android: Settings → Connections → SIM Manager → Under eSIM, toggle on the eSIM → Mobile Networks → Toggle on Data Roaming for eSIM

Understanding your eSIM settings

There are two separate settings that both need to be turned on for your eSIM to work:

Setting

What it does

eSIM Line (On / Off)

Turns the eSIM active or inactive on your device. When Off, the eSIM cannot connect to any network.

Data Roaming (On / Off)

Allows your eSIM to use mobile data on local networks abroad. Must be On for data to work overseas.

Both settings must be On for the eSIM to provide data while you are travelling.

Using your eSIM (Connectivity)

How can I tell if my Pelago eSIM is connected?

You can check if your Pelago eSIM is connected by looking at your phone’s signal and testing your data connection.

  • Check your signal bars

    • Look at the top right corner of your device screen

    • If your Pelago eSIM is connected, you should see network signal bars and a carrier name or "LTE"

  • Test your internet connection

    • Open Chrome or any browser

    • Try searching something on Google

    • If results load, your Pelago eSIM is successfully connected

Unable to connect to a network

If your device shows “Emergency calls only”, it means your Pelago eSIM is not connected to any mobile network.

To try to fix this, please manually change the network in your device settings and select an available supported carrier:

  • iPhone (iOS): Settings → Mobile Service → Under SIMs, click on the eSIM plan purchased → Network Selection → Disable / Toggle off “Automatic” → Manually select any other networks available
    ​

  • Android: Settings → Connections → Mobile Networks → Network Operators → Disable / Toggle off “Automatic” → Manually select any other networks available

Connected to Pelago eSIM but cannot use the internet

If your Pelago eSIM shows that it is connected, but you still cannot access the internet, please follow the steps below in order.

What to check:

  1. Check your Pelago eSIM plan balance

    1. Make sure your data plan still has remaining data and is still valid

    2. You can check your usage using this [link]

    3. If your data has been fully used, your internet will stop working even if you are still connected
      ​

    4. A common reason for slow or no internet is that the data plan has already been used up or the data has expired

  2. Make sure your Pelago eSIM is switched On

    1. Go to your device settings

    2. Ensure the Pelago eSIM line is turned On

  3. Turn On Data Roaming for Pelago eSIM

    1. Go to your mobile data settings

    2. Make sure Data Roaming is enabled for your Pelago eSIM

  4. Turn Off mobile data on your Primary SIM

    1. Ensure your Primary SIM mobile data is switched OFF

    2. Keep mobile data only on your Pelago eSIM

  5. Check your APN settings (internet setup)

    1. iPhone (iOS): Settings → Mobile Data → Select eSIM line → Mobile Data Network → APN field: enter “plus” (4 letters, all lowercase, no spaces) → Leave username and password blank

    2. Android: Settings → Mobile Network → Access Point Names → Add new APN → Name: plus → APN: plus (4 letters, all lowercase, no spaces) → Save and select the new APN

If the issue is not resolved, please reach out to us via the Chatbot and we'll guide you further.

Why did my Pelago eSIM data stop working?

The two most common reasons are:

  • Your data has been fully used

    • Once your data allowance runs out, the internet will stop working
      ​

  • Your plan has expired

    • Your eSIM plan is only valid for the number of days you selected at checkout. When this period ends, data access stops automatically

If your data is used up or your plan has expired, you can purchase a Pelago eSIM top-up to get reconnected.

Note on Global eSIM plans 🌍

Global plans start the moment your phone connects to a mobile network in any covered country. If your home country is included in the coverage area, the plan can start as soon as you switch the eSIM on. We recommend installating and activating a Global eSI at your destination

How to check your Pelago eSIM data balance

You can check your remaining data using one of the methods below, depending on how your eSIM was purchased.

  • Pelago App (“For myself” bookings)

    • Your data balance is shown on the Home screen or under Bookings in the Pelago app

  • Frewie website

    • Visit usage.frewie.com and enter your eSIM ID to view your remaining data

Topping up and adding new destinations

Can I top up my Pelago eSIM?

Yes! Topping up is a key feature of eSIM by Pelago, but it is available only for bookings made under “For myself”.

If you selected “For myself”

  • You can top up data anytime

  • The new data is automatically added to your existing Pelago eSIM

  • No reinstallation or new QR code is needed

If you selected “For someone else”

  • Top-ups are not supported

  • To get more data, you will need to purchase a new Pelago eSIM

  • The new eSIM must be installed using a new QR code, like a standard travel eSIM

How to top up your Pelago eSIM in the Pelago App

  1. Open the Pelago App
    ​

  2. Find your Pelago eSIM on the Home screen
    ​

  3. Tap “Top Up”
    ​

  4. Choose your destination:

    1. Same country top-up (existing country plan):
      Skip destination selection and choose your validity and data amount

    2. New country top-up (new country plan):
      Select the new country, then choose your validity and data amount

  5. Complete checkout

What does “top up” mean?

  • Applicable to “For myself” bookings only

  • You can:

    • Add more data to an existing country plan (e.g Malaysia), or

    • Purchase a new country plan (e.g South Korea) using the same eSIM

What happens after you top up?

  • Same / existing country top-up:

    The top up purchased is added to your current plan automatically. No further action required. Your balance in the Pelago App updates immediately.
    ​

  • New country top-up:

    A new plan appears on your Pelago App Home screen. When you arrive at that country, tap "Activate" to start using it. No new installation required.

Example: Travelling from Singapore to Malaysia to Indonesia

  1. In Singapore, you purchase a Malaysia eSIM by Pelago, select "For myself", and install it.

  2. Later, you book an Indonesian eSIM plan using the same Pelago account.

  3. The Indonesian eSIM plan is automatically loaded onto your existing eSIM. No new QR code. No reinstallation.

  4. When you land in Indoenesia, open the Pelago App and tap "Activate".

Global eSIMs

Step-by-Step: How to Activate Your Global eSIM

Before You Start

We recommend installing and activating your Global eSIM only when you are at your destination country and connected to 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 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 and tap “Install eSIM”

    • Allow your phone's system to complete the installation

    • Return to the Pelago app. You’ll see a confirmation that your eSIM has been successfully installed.

  • If you selected "For someone else" during booking checkout:

    • Locate the eSIM QR code in your booking confirmation email

    • Or scan the QR code on the intended device

After installation

  • Tap “Activate” in the Pelago app

  • Go to your phone Settings → Connection → Mobile Data / Cellular and ensure that:

    • The eSIM plan is switched ON

    • Data roaming is switched ON

Managing Your Global eSIM

Why does the Pelago App show my eSIM will expire sooner than expected?

If your eSIM reflects an earlier expiry date than you anticipated, it is likely because the plan was activated prematurely. This is specific to our Global eSIM products, which behave differently than regional or single-country plans.

  • Automatic Activation upon Connection: The Global eSIM plan begins the moment your device connects to a local network in any covered country. Please be aware that if your home country is included in the global coverage list, the plan will start as soon as you toggle the eSIM on.
    ​

  • Duration is Fixed: Expiry is calculated from the exact moment of first connection, not the date selected during booking.
    ​

  • Example: If you activate a 72-hour plan at 10:00 AM on Monday, it will expire at 10:00 AM on Thursday, regardless of your intended travel dates.

Safe installation guide for your Global eSIM plan

We recommend installing and activating your Global eSIM only when you arrive at your destination and are connected to a strong, stable Wi-Fi network.

Why this matters

Your data plan starts automatically the first time your eSIM connects to a supported mobile network in a covered country.

In some cases, this can happen during installation, which may cause your plan to start earlier than intended.

If you install before travelling

If you prefer to install the Global eSIM while still in your home country, follow the steps below to avoid early activation:

  1. Install only when at destination country

    1. Please install your eSIM while connected to Wi-Fi

    2. Avoid using mobile data during installation

    3. Installing your Global eSIM only after you arrive at your destination helps prevent it from accidentally connecting to a mobile network and starting your plan earlier than intended
      ​

  2. Turn off your eSIM line after installation

    1. Once the eSIM is successfully installed, keep it switched off until you reach your destination
      ​

    2. Android:

      1. Go to Settings → SIM Manager

      2. Toggle the eSIM line OFF
        ​

    3. iPhone (iOS):

      1. Go to Settings → Cellular

      2. Select your eSIM

      3. Turn the eSIM line OFF
        ​

  3. Activate only at your destination

    1. When you arrive at your destination:

      1. Turn the eSIM line ON

      2. Enable Data Roaming

    2. This will allow your eSIM to connect to local networks and start using your data plan.

Need more help?

  • Chat with us: use the Chat button on the Pelago Help Centre or in the app

  • Frewie Help Centre: frewie.com/help

  • Frewie Customer Service: hello@frewie.com

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