This article outlines eligibility requirements, common issues, and recommended troubleshooting steps when redeeming a Singapore Airlines (SIA) / KrisFlyer (KF) Complimentary eSIM.
Note: The SIA / KF Complimentary eSIM is also a type of Pelago eSIM, also known as eSIM by Pelago, powered by Frewie. For assistance with installation, activation, or connectivity issues, please refer to our Pelago eSIM troubleshooting guide.
This guide focuses on the SIA / KF Complimentary eSIM, and does not cover:
Paid Pelago eSIM purchases
Non-Singapore Airlines eSIM promotions
Other third-party eSIM products
For Pelago eSIMs, please refer to our Pelago eSIMs article
For all other eSIM enquiries, please refer to our eSIM FAQs
Eligibility & Requirements
Who is eligible for the Complimentary eSIM?
There are two complimentary eSIM options available with promo code PELAGOESIM, each with different eligibility requirements.
For the Singapore Airlines Exclusive: 2GB for 3 Days, you must:
Be logged in to Pelago using your KrisFlyer account when making the booking
Have a future-dated Singapore Airlines or Scoot booking with travel dates between 1 Jan 2026 and 31 Dec 2026
Ensure your flight PNR (booking reference) is linked to your KrisFlyer account
Eligibility criteria is subject to changes. Always refer to the campaign page for the latest updates.
For the KrisFlyer Exclusive: 1GB for 3 Days:
You only need to be logged in to Pelago using your KrisFlyer account
No SIA/Scoot flight booking is required if you are booking for this option, as this option is available to any KrisFlyer member, regardless of airline.
How do I check if my KrisFlyer account is linked to my flight booking (PNR)?
You can check by visiting the Manage Booking page of your airline:
Go to the SIA or Scoot Manage Booking page
Enter your booking reference (PNR) and last name
Look for your KrisFlyer account number in the passenger details section
You can also check by logging in to your KrisFlyer account:
Log in to your KrisFlyer account
Go to Upcoming Trips
If your flight is not shown, it usually means your booking is not linked to your KrisFlyer account
How do I add my KrisFlyer account to my flight booking (PNR)?
If your KrisFlyer account is not yet linked to your flight booking (PNR), you can:
Add your KrisFlyer number via the airline’s Manage Booking page (if this option is available)
Contact Singapore Airlines or Scoot directly for assistance
Reach out to your travel agent (if you booked through one) to help update your booking details
Can I redeem the Complimentary eSIM if there are multiple passengers in the same booking (PNR)?
Yes. The SIA Complimentary eSIM is eligible for each passenger in the same Singapore Airlines or Scoot booking, as long as they meet the eligibility criteria.
For example: If a flight booking (PNR) includes 5 passengers, all 5 passengers are eligible to redeem the complimentary eSIM individually.
Each passenger must:
Log in to their own KrisFlyer account
Ensure their KrisFlyer account is linked to the shared booking (PNR)
Complete their own redemption process in Pelago
👉 The benefit is not limited per booking (PNR), but is available per eligible passenger within the booking.
I booked my SIA/Scoot Flights via a third-party platform. Am I still eligible?
Yes. You will be eligible to redeem the SIA Complimentary eSIM as long as:
Your flight is operated by Singapore Airlines or Scoot
Your flight has not passed and is within 1 Jan 2026 and 31 Dec 2026
Your KrisFlyer account is linked to your flight PNR (booking reference)
My flight date is in the past. Am I eligible?
No. Only future-dated flights between 1 Jan 2026 and 31 Dec 2026 are eligible for the SIA Complimentary eSIM.
Past or completed flights are unfortunately not eligible for the SIA Complimentary eSIM.
Promo Code Errors & How to Fix Them
Error: You only see the “Log in to KrisFlyer" button
If you only see the "Log in to KrisFlyer" button, it means that you are not logged in to Pelago (App / Web) using your KrisFlyer Account.
To access your SIA / KF Complimentary eSIM, please:
Click the "Log in to KrisFlyer" button
You'll be redirected to the Singapore Airlines (KrisFlyer) login page
Sign in using your KrisFlyer account
Once you've logged in, you'll be returned to Pelago and can continue accessing your SIA Complimentary eSIM
If you're already logged in with your KrisFlyer account but still see this message, please contact us and we'll be happy to assist.
Error: “You are not eligible for this deal” / “Check Eligibility”
If you see an error message stating that “You are not eligible for this deal” / “Check Eligibility”:
Firstly, ensure that you are logged in to the Pelago website or app using your KrisFlyer account when redeeming your eSIM.
Secondly, check the eligibility criteria:
Your flight booking, or PNR:
Is for an upcoming flight (future-dated)
Has a travel date on or before 31 December 2026
Is linked to your KrisFlyer account
If you have just booked your flight:
Wait at least 30 minutes
Log out of Pelago, then log back in to try again
If the issue still persists, you may not be eligible, or the system may not have been able to confirm your eligibility yet.
Please reach out to us via chat and we’ll be happy to help.
Note: If you are redeeming the KrisFlyer Exclusive (1GB for 3 Days) option, this eligibility check does not apply. You only need to be logged in to Pelago using your KrisFlyer account.
Promo Code Not Working
Please check:
The promo code is entered exactly as shown
There are no extra spaces at the front or back
The correct eSIM option is selected: Singapore Airlines Exclusive: 2GB for 3 Days (if flying SIA/Scoot) or KrisFlyer Exclusive: 1GB for 3 Days (for any KrisFlyer member)
You’re logged in with the KrisFlyer account linked to your flight
If the issue persists, share the exact error message shown to help us troubleshoot.
Error: “Fully Redeemed”
This means the promo code is no longer available because you have already redeemed it five (5) times.
Promo codes can only be redeemed up to five (5) times per KrisFlyer member within a year. This limit is shared across both the Singapore Airlines Exclusive (2GB) and KrisFlyer Exclusive (1GB) options combined.
Error: “Verification Failed”
You may encounter this error at checkout when the mobile number entered at the booking details page does not match the number saved in your Pelago account.
What to do:
Ensure the mobile number entered at the booking details page matches the one saved in your Pelago account
If unsure, tap the icon on the top right of the page to access your profile. Under Account Information, you will be able to find the mobile number linked to your account
If the numbers match, exit the page by closing the browser or app, then try again after 10 minutes
Voucher, Installation & Usage Issues
How do I install and activate my SIA / KF Complimentary eSIM?
As the SIA Complimentary eSIM is a Pelago eSIM (also known as eSIM by Pelago, powered by Frewie), you can use the same installation and activation steps.
To get started, simply follow our Pelago eSIM installation and activation guide [here], which also applies to the SIA Complimentary eSIM.
Tip: While the installation and activation process is the same, any questions related to eligibility, redemption, or promotional details for the SIA Complimentary eSIM are covered in this article.
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 eSIMs validity (e.g. 3 days) will begin as soon as it connects to a supported network, even if it's in your home country
I selected the wrong country at checkout
No worries! The eSIM works in all 118 supported countries, regardless of the country selected during checkout. To view the full list of supported countries, please refer to “Global Coverage (118 Countries)” under the Additional Information section on the product page.
I didn’t receive my confirmation voucher
Check for:
An email with the subject: “Booking confirmed: Singapore Airlines 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.
My eSIM shows an earlier expiry than expected
What happened:
If you notice that your eSIM expires 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 your eSIM has ended earlier than expected, 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).
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 still need help:
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 chat for further assistance.
Do I need to visit a physical counter?
No. You do not need to visit any physical counter. The Complimentary eSIM is fully redeemed and activated on your device and does not require any physical collection.
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.
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