Skip to main content

Pelago eSIMs

wThis article applies specifically to Pelago’s exclusive eSIM, “eSIM by Pelago.”

You can verify if your booking is a Pelago eSIM by checking the name in your booking confirmation. It should explicitly state "eSIM by Pelago":

  • 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.

About Pelago eSIM

What is a Pelago eSIM?

The Pelago eSIM is an exclusive eSIM offering, in partnership with Frewie, and can be used across multiple destinations worldwide.

If you’re purchasing the eSIM for your own use, you’ll also be able to install and manage it directly through the Pelago App, making it even more convenient to use on the go!

What makes "eSIM by Pelago" unique?

Unlike standard or other general eSIMs that require a new installation for every trip, the eSIM by Pelago is designed to stay on your device. When you purchase this exclusive product, a unique eSIM ID is permanently tagged to your Pelago account and mobile device.

The Benefits of One eSIM ID:

  • One-Time Setup: You only need to install and activate your Pelago eSIM once

  • Seamless Top-ups: Every subsequent eSIM purchase for yourself, no matter which country you choose, acts as a simple "top-up" to your existing eSIM ID.
    ​

  • Zero Hassle: Forget the trouble of deleting old profiles or scanning new QR codes every time you fly. Your connection updates automatically in the background once you buy a new plan.
    ​

  • Real-Time Control: Use the Pelago App to monitor your data usage and add more data for your current destination or your next adventure instantly.

Note: This "one-time setup" experience applies specifically to eSIMs purchased for yourself (when you select "For myself" at checkout).

If you are purchasing an eSIM for someone else (when you select "For someone else" at checkout), that traveler will receive their own unique eSIM. They will need to follow the standard installation and activation process, similar to a general eSIM, to get connected.

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.

Purchasing your Pelago eSIM

How do I purchase a Pelago eSIM?

Purchasing a Pelago eSIM is quick and easy! Please note that this guide applies only to our exclusive "eSIM by Pelago" products.
​

Steps to Book:

  1. Search: On the Pelago App or Web, search for your destination followed by “eSIM by Pelago” (e.g., “Singapore eSIM by Pelago”)
    ​

  2. Customise: Select your activation date, validity period, and preferred data allowance

  3. Checkout: Click “Book Now”

  4. Selecting the Right User at Checkout: At the Booking Details page, you must select who will be using the eSIM. This determines how you will install and manage your data:

    1. For myself

      1. Your first booking generates a unique eSIM ID linked to your Pelago account.

      2. You can install, activate, and top up directly via the Pelago App

      3. We recommend using the Pelago App for setup rather than scanning the QR code in your voucher for the best eSIM redemption experience

      4. All subsequent Pelago eSIM purchases (for any destination) act as a top-up to your existing eSIM ID. You do not need to install a new eSIM for future trips. Simply click on "Activate" in the Pelago App when you're in your destination country to start using the eSIM Plan.
        ​

    2. For someone else

      1. The eSIM is not linked to your Pelago account

      2. The user must scan the QR code in the confirmation voucher to install the eSIM

      3. This eSIM will not appear in your Pelago App

      4. Every subsequent purchase for "someone else" requires a new eSIM installation

Pelago eSIM Purchase FAQs

If I selected “For myself” but did not log in to my Pelago account, will the eSIM still be linked?

Yes! If you made your booking without logging in to your Pelago account, your eSIM will still be linked to your account as long as the email address used at checkout matches the email registered to your Pelago account. Once you log in with that email, the eSIM will appear in your app for management.

If you accidentally selected “For someone else” but intend to use the eSIM yourself, please note that in-app features, such as direct installation, real-time data tracking, and one-click top-ups, will not be available for this purchase. To install your eSIM, please use the QR code provided in your confirmation voucher instead.

I want to use the eSIM for myself, but on a different device (e.g. a tablet or a second phone).

If you want to use an eSIM on a device other than your primary phone linked to the Pelago App, do not select “For myself” at checkout. Instead, choose “For someone else.”

  • Why? Selecting “For myself” binds the eSIM ID to your Pelago account for use on your main device. Any future purchases will automatically top up that specific ID. Choosing “For someone else” generates a fresh QR code that can be scanned onto any compatible device.

Can I use my eSIM earlier than the activity date I selected?

Absolutely! The date you select during booking is simply a planned start date. Your eSIM is ready as soon as you receive your confirmation. You can:

  • Install via App: If you selected “For myself,” simply go to the Pelago App to install and activate it whenever you are ready.

  • Install via QR Code: If you selected "For someone else", scan the QR code in your confirmation voucher at any time to begin the setup.

I did not receive my confirmation voucher

If you haven’t received your eSIM confirmation email, please check the following:

  1. Confirm the email address entered at checkout is correct (including spelling and domain)

  2. Check your spam, junk, and promotions folders

  3. Look for an email with the subject “Setup and Activate eSIM Service” or “eSIM by Pelago.”

If you still don’t see it, please reach out to us via Chat, and we’ll be happy to assist you!

Troubleshooting your Pelago eSIM

Knowing which stage you are in the eSIM redemption process helps us provide the right guidance:

  • Registration: Some eSIMs must be registered before you can install them on your phone

  • Installation: Adding the eSIM to your phone by scanning the QR code. This process starts when you scan the code and ends once the eSIM is successfully added to your device

  • Activation: Refers to switching on the eSIM after installation so it’s ready to use

  • Connectivity: This refers to your eSIM providing data. This happens after registration, installation, and activation. If you have "No Service" or "Slow Speed," this is a connectivity issue.

Installing your Pelago eSIM

How to Install Your Pelago eSIM

The installation process depends on the option you selected under Booking Details during checkout.

Before you start: Ensure you have a stable Wi-Fi or cellular data connection to complete the installation.

Method A: The Pelago App (Recommended for "For myself")

This is the most seamless method. You do not need to scan a QR code; the eSIM is pre-loaded into your account.

  1. Download & Login: Open the Pelago App and log in with the account used for the purchase

  2. Locate your eSIM: On the Home screen or under "My Bookings," you will see your active eSIM

  3. One-Tap Install: Tap the "Install eSIM" button and follow the on-screen prompts to add the eSIM plan to your device.

  4. Reference Guide: For a step-by-step walkthrough of phone settings, refer to our Pelago eSIM User Guide

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

Since the eSIM is not linked to your account, you (or the recipient) must use the details in the confirmation voucher.

  • QR Code Method: Open your phone’s camera or eSIM settings and scan the QR code found on your Pelago confirmation voucher
    ​

  • Direct Link (iOS only): If you are using iOS 17.4 or newer, you can simply tap the installation link included in the voucher email to begin the setup automatically

Important: Do Not Delete Your eSIM

Unlike standard travel eSIMs, the eSIM by Pelago is designed to be permanently tagged to your phone and account.

  • Do not remove or delete the eSIM profile from your phone settings after your trip ends.

  • Instead, simply turn the line "OFF" in your cellular settings when not in use.

  • Why? Deleting the profile erases your unique eSIM ID. If deleted, you will not be able to use the "Top-up" feature for future trips and may need to contact support for a manual replacement.

Pelago eSIM Installation FAQs

How long does the installation process take?

The installation typically takes between 5 to 10 minutes. To ensure a smooth setup, please remain on the installation screen and avoid closing your phone settings until the process is complete. A stable Wi-Fi connection is recommended.

I don’t see the eSIM in my Pelago App

Note: This applies only if you selected “For myself” at checkout

If your eSIM does not appear, please try the following:

  1. Check your Login: Ensure you are logged in with the same email used for the purchase
    ​

  2. Verify Booking Status: Confirm your booking status is "Confirmed" in your history
    ​

  3. Allow Sync Time: It can take up to 5 minutes after booking for the eSIM to sync to your app
    ​

  4. Refresh: Swipe down to refresh the app or restart it.

If the Pelago eSIM still does not appear, please reach out to us via Chat and we’ll be happy to assist you.

The QR code or installation link is not working (No response)

This section applies only if scanning the QR code does nothing and fails to trigger any setup screen on your device.

  • Note: If you see a specific error message (e.g., "Invalid QR Code", "Already Installed" or "Code no longer valid"), please refer to the Error Messages section further down this page.

If your device is completely unresponsive when scanning, please follow these troubleshooting steps:

  • Check Compatibility & Lock Status: Ensure your device is eSIM-compatible and carrier-unlocked

    • Compatibility: Verify if your phone is supported by checking our full list of compatible devices [here]

    • Carrier Lock (iPhone): Go to Settings > General > About. Look for Network Provider Lock; it should state "No SIM restrictions"

    • Carrier Lock (Android): Go to Settings > Connections > Mobile Networks > Network Operators. If you can see multiple different carriers available, your phone is likely unlocked

  • Stable Internet Connection: You must be connected to a strong Wi-Fi network. Avoid using mobile data or unstable public/airport Wi-Fi during installation.
    ​

  • Verify your Software Version (For Installation Links): If you are trying to use the "one-click" installation link instead of the QR code:

    • This link is only compatible with iOS 17.4 and newer

    • If you are on Android or an older iOS version, you must manually scan the QR code found in your confirmation voucher
      ​

  • Restart & Retry: Restart your device and attempt to scan the QR code again. This often refreshes the camera's ability to recognise the code.

Error Message: "QR Code Already Installed", "Invalid" or "This code is no longer valid"

If you encounter an error message stating your QR code is already in use or invalid, the solution depends on who the eSIM was purchased for:

  • If you selected "For myself"

    If this is your second or subsequent Pelago eSIM purchase using the same account/email, this is likely not a technical error

    • The Reason: All subsequent purchases are automatically treated as a "Top-up" to your original eSIM ID

    • The Solution: You do not need to scan a new QR code or install a new eSIM. The new data plan has already been added to the eSIM currently on your phone.

    • What to do: Once you arrive at your destination, please make sure your existing Pelago eSIM is switched ‘On’ in your phone settings, and that data roaming is also turned on. If you’ve purchased a new eSIM plan for a different country or plan type, simply tap ‘Activate’ in your Pelago app after you arrive. This will help ensure you stay connected throughout your trip
      ​

  • If you selected "For someone else"

    If you are scanning the QR code on your confirmation voucher and see this error, it typically means:

    • The installation was previously interrupted; or

    • The QR code was already scanned/activated on a different device
      ​

    • The Solution: Please reach out to us via Chat for further assistance. Our team will verify the status of the eSIM and help provide a resolution

The system icon is spinning (loading) during installation. What should I do?

If your phone remains on the "Activating" or "Loading" screen for more than 10 minutes:

  1. Restart your device: This often refreshes the network handoff and completes the activation

  2. Check your connection: Ensure you haven't moved away from your Wi-Fi source

  3. Check your SIM Manager: After restarting, check your phone's cellular settings to see if the eSIM has already appeared as a secondary line.

I accidentally deleted/uninstalled the Pelago eSIM from my phone.

While we strongly recommend not deleting an eSIM profile once it is installed, we understand accidents happen.

  • Attempt Reinstallation: You can try to reinstall the eSIM on the same device using the original QR code or the Pelago App

  • Important: An eSIM cannot be moved to a different device once it has been installed

  • Further Help: If the reinstallation fails or shows an error, please contact Frewie for the fastest technical assistance to reactivate your plan

Activating your Pelago eSIM

How to Activate Your Pelago eSIM

  • If you selected “For myself”: You can activate your eSIM directly through the Pelago App by following the on-screen steps.
    ​

  • If you selected “For someone else” or scanned the QR code manually

    • Turn off your primary data to avoid unexpected charges

    • Switch on eSIM data to activate the eSIM

    • Enable data roaming for your eSIM

    • Your primary number will remain active for calls and messages. Just make sure data roaming for your primary line is turned off while travelling

  • Note: Your eSIM plan is considered active once you connect to a local network and start using data.

Connecting Your Pelago eSIM

I activated my Pelago eSIM but I don’t have any internet. What should I do?

Please make sure you activate your eSIM only when you’re in your destination country. If it looks like you’re connected but still have no internet, try the following steps:

  1. Check your eSIM settings:

    • Under Settings, ensure your eSIM plan is switched on

    • Make sure data roaming for your eSIM plan is turned on

    • Verify that mobile data for your primary line is turned off
      ​

  2. Check APN settings:

    • For iOS:

      • Go to Settings → Mobile Data → Select your eSIM line → Mobile Data Network

      • In the APN field, enter: plus (all lowercase, no spaces)

      • Leave Username and Password blank
        ​

      For Android:

      • Go to Settings → Mobile Network → Access Point Names → Add new APN

      • Name: plus

      • APN: plus (all lowercase, no spaces)

      • Save and select the new APN
        ​

  3. Restart your phone

If you still can’t connect after these steps, contact us via chat and we’ll be happy to assist you!

How to Check Your Pelago eSIM Usage

  • If you selected “For myself”: You can view your data usage directly in the Pelago App! Either on the home page or in the Bookings section
    ​

  • If you selected “For someone else” or want another way to check usage: Visit usage.frewie.com and enter your eSIM ID

Live usage not updating in the app

This issue would only be applicable if you selected “For myself” at checkout.

  1. Close the app and reopen it

  2. Wait for 15 minutes as data usage updates may be delayed

  3. Check your mobile settings:

    • Ensure mobile data for your primary line is switched off

    • Ensure eSIM data is switched on

Balance on App appears incorrect

This issue would only be applicable if you selected “For myself” at checkout.

  • Cross-check your balance on usage.frewie.com

  • If the balance still appears incorrect, allow up to 15 minutes for the Pelago App to refresh your usage data

  • In the meantime, you may continue to monitor your balance on usage.frewie.com

Why did my connection stop after a few days?

If your data stops working unexpectedly, it is usually due to one of two scenarios. Here is how to identify and fix the issue:

Common Scenarios

  • Data Limit Reached: You have used the full data allowance included in your plan

  • Plan Expiry: Your eSIM has reached the end of its validity period (the specific number of days you selected during checkout)

How to Troubleshoot

  1. Check Your Balance: View your remaining data and expiry date directly via the Pelago App or by visiting usage.frewie.com
    ​

  2. Top Up Your Data: If you have run out of data but your eSIM is still valid, you can purchase a top-up to stay connected instantly
    ​

  3. Extend Your Validity: If your plan has expired but you still have unused data, or if you need more days, you can purchase a top-up to extend the validity of your existing eSIM.

Note: Top-up features are exclusively available for bookings made using the "For myself" option. If you booked "For someone else," you will need to purchase a new eSIM.

Topping Up Your Pelago eSIM

Top-up and Multi-Destination Features

Need more data or planning to visit an additional country? You can easily extend your connectivity without the hassle of installing a new eSIM.

How it Works

  • Top-up Data: Add extra data to your current plan if you are running low

  • Add Destinations: Traveling to another country? Purchase coverage for new destinations by selecting a different destination when you select "Top Up" in the Pelago App

  • Seamless Integration: All eSIM data top-ups or new plan purchases will be automatically added to your existing eSIM. You don’t need to delete your current eSIM or reinstall a new profile when you change or add a plan

Check your eligibility

Top-up and multi-destination features are available based on your checkout selection:

  • "For myself" Bookings: You will be able to top-up and/or add multi-destination features through the Pelago App

  • "For someone else" Bookings: These eSIMs are non-extensible. If you need more data or coverage for a new country, a new eSIM purchase and installation is required.

Pro Tip: To enjoy seamless top-ups for future trips, we recommend selecting "For myself" during the checkout process.

Important Reminder

Please ensure your current Pelago eSIM remains installed and active on your device. Deleting the eSIM profile may cause errors for any top-ups or new destinations from activating.

How to Top Up in the Pelago App

If you are using an eSIM linked to your account, follow these steps:

  1. Open the Pelago App and locate your eSIM Card on the home screen

  2. Tap "Top Up"

  3. Customise your plan:

    • Destination:

      • Data top-up for the same country: You do not need to change the destination. Proceed directly to select your validity and data

      • Change of destination: You can select a new country and purchase an eSIM plan for that destination.
        ​

    • Validity & Data: Choose your preferred duration and data allowance

  4. Checkout: Complete your purchase

What happens next?

  • If you purchased a data top-up for the same country:

    No further action is required. Your additional data will be automatically added to your current plan. You will also see the usage bar in your Pelago App update to reflect the added data.
    ​

  • If you changed your destination:

    A new eSIM plan will appear on the home page of your Pelago App. Once you arrive at your destination, tap “Activate” to start using your data.

Example: How the "Top-up" Experience Works for Multi-Destination

To help you understand how simple it is to travel between countries with a Pelago eSIM, here is a step-by-step scenario:

  1. Your First eSIM Booking on Pelago

    1. You purchase a Malaysia eSIM and select "For myself" at checkout

    2. A unique eSIM ID will be linked to your Pelago account once the booking is confirmed

    3. For a better redemption experience, you log in to your Pelago App

    4. You install the eSIM on your phone via the Pelago App
      ​

  2. You make another eSIM Booking on Pelago

    1. Later, you book an Australia eSIM plan using the same Pelago account

    2. Because you previously selected "For myself," the system recognises your existing Pelago/eSIM Account
      ​

  3. The Result: Instant Connectivity

    1. No New Installation: You do not need to scan a the QR code for the Australia eSIM Plan

    2. Automatic Updates: The Australia plan is automatically added to your Pelago/eSIM Account

    3. Easy Activation: When you arrive in Australia, simply open your Pelago App and tap "Activate" to start using your data

Other Pelago eSIM FAQs

Can I use my Pelago eSIM as a hotspot?

Yes! You can use your Pelago eSIM to share your data with other devices via hotspot.

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.

Helpful Tip: To get the most out of your data, we recommend only activating your Global eSIM until you actually arrive at your destination or require the global connection.

Contacting Frewie

You can reach out to Frewie Support at:

Did this answer your question?