This article applies only to Pelago eSIMs and customers who purchased Pelago’s exclusive eSIM (“eSIM by Pelago”).
You can confirm that your eSIM is a Pelago eSIM if the product name states “eSIM by Pelago":
If your enquiry is about general eSIM troubleshooting or for other types of eSIMs, please refer to our eSIM FAQs.
If you have booked, or are planning to book, a SIA Complimentary eSIM, kindly refer to Complimentary eSIM for SIA Group/KrisFlyer Customers for the most accurate guidance and support.
About Pelago eSIM
What is a Pelago eSIM?
A Pelago eSIM is Pelago’s exclusive eSIM, offered in partnership with Frewie, available for use 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!
How is a Pelago eSIM different from other eSIMs on Pelago?
When you purchase a Pelago eSIM for yourself, you can manage everything easily within the Pelago App, including:
Easy installation directly from the app
A live view of your data usage
A simple way to top up data in one place
In addition, the same eSIM ID can be reused, allowing you to:
Top up data for your current destination, or
Purchase an eSIM plan for a different destination using the same eSIM ID
This provides a smoother, more flexible experience compared to standard eSIMs!
Purchasing your Pelago eSIM
How do I purchase a Pelago eSIM?
Purchasing a Pelago eSIM is quick and easy! This guide applies only to Pelago eSIMs, which are identifiable by the product name “eSIM by Pelago":
On the Pelago App or Web, search for the country you are visiting, followed by “eSIM by Pelago”
Example: Singapore eSIM by Pelago
Select the date you would like to start using your eSIM
Choose how long you would like your eSIM to be valid
Select your preferred data allowance
Click “Book Now”
At the checkout page under "Booking details", you will be asked who will use the eSIM:
For myself: Select this if you are purchasing the eSIM for your own use. Your eSIM ID will be linked to your Pelago account, and you can manage and install it directly through the Pelago App for the easiest experience
For someone else: You’ll receive a Pelago QR confirmation voucher to scan and install the eSIM. Please note that with this option, the eSIM won’t show up in the Pelago App.
See below for a visual walkthrough of booking a Pelago eSIM:
Pelago eSIM Purchase FAQs
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.
Can I use my eSIM earlier than the activity date I selected?
Absolutely! The date you select during booking is for reference only. Once you receive your confirmation voucher via email, you can:
Scan the QR code found in your confirmation voucher immediately, or
If you selected “For myself” at checkout, you can install and activate the eSIM through the Pelago App whenever you need it
I did not receive my confirmation voucher
If you haven’t received your eSIM confirmation email, please check the following:
Confirm the email address entered at checkout is correct (including spelling and domain)
Check your spam, junk, and promotions folders
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!
If I selected “For myself” but did not log in to a Pelago account, will the eSIM still be linked to my account?
Yes! Your eSIM will still be linked. However, if you selected “For someone else” but later want to use it yourself, the app management features (like installing via the Pelago App, viewing data usage or topping up) will not be available.
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
Installation steps for your Pelago eSIM depend on whether you selected “For myself” or “For someone else” at checkout.
If you selected “For myself”
Download the Pelago App and log in with the Pelago account used to purchase the eSIM
On the home page, you will see your eSIM. Tap the Install button to start the installation
For more detailed guidance, you can also refer to the Pelago eSIM User Guide
If you selected “For someone else"
Scan the QR code on the Pelago voucher you received
Alternatively, for iOS 17.4 and newer, you can click the installation link included in the voucher
Pelago eSIM Installation FAQs
I don’t see the eSIM in my Pelago App
This issue would only be applicable if you selected “For myself” at checkout.
If your Pelago eSIM does not appear in the app, try the following:
Make sure you’re logged in with the same email used during purchase, as the eSIM is linked to that account
Confirm that your Booking Status is Confirmed
Wait up to 5 minutes after booking, as it can take a short time for the eSIM to appear
Refresh the app
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 link in the voucher is not working
“Not working” here means that scanning the QR code doesn’t do anything. If you see an error message instead, please refer to the relevant section of this guide for the next steps.
If you selected “For myself”: We recommend downloading the Pelago App to facilitate installation.
If you selected “For someone else”:
The installation link works only on iOS 17.4 and newer
For Android or iOS 17.3 and below, please manually scan the QR code instead
Ensure your device is eSIM compatible (see compatible devices here)
Connect to a stable Wi-Fi network (not mobile data or airport Wi-Fi)
Ensure your device is carrier-unlocked
To check carrier lock status:
iPhone: Settings → General → About → Network Provider Lock.
If it shows “SIM Locked” or a carrier name, your device is locked. Contact your original carrier to unlock
Android: Settings → Connections/Network → Mobile Networks → Network Operators
If multiple carriers appear, the phone is likely unlocked
Finally, restart your device and scan the QR code again.
I see an error message saying the QR code is already installed on another device
If you encounter this, please reach out to Frewie for troubleshooting.
I see the system icon spinning during installation. What should I do?
Try restarting your device and then attempt the installation again.
I accidentally deleted the Pelago eSIM on my mobile phone
If you accidentally uninstalled your Pelago eSIM, while it is not recoemmended, you can try reinstall it on the same device. If you run into any issues during reinstallation, we recommend contacting Frewie for the fastest support.
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 you still have no internet, try these steps:
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
Restart your phone
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, then 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.
Close the app and reopen it
Wait for 15 minutes as data usage updates may be delayed
Check your mobile settings:
Ensure mobile data for your primary line is switched off
Ensure eSIM data is switched on
If the issue continues, please reach out to Frewie for further support
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 is still incorrect, please reach out to Frewie for further support
Why did my connection stop after a few days?
Your eSIM may have used up all the data included in your plan.
Check your remaining data to confirm
If you’d like to keep using your eSIM, you can top up your plan easily
Other Pelago eSIM FAQs
I need to change phones. Can I link my Pelago eSIM to my other phone?
Yes! We can help you unlink your Pelago eSIM from your current phone so it can be added to a new device. Just reach out to us via Chat, and we’ll guide you through the process.
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.
Contacting Frewie
How can I reach out to Frewie Support?
You can reach out to Frewie Support at:
Frewie Help Centre: [link]
Frewie Customer Service: hello@frewie.com