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 a trip, use it, and delete it. For your next trip, you buy a new eSIM and repeat the 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.
Not sure which eSIM you have?
Check your confirmation email. If you see “eSIM by Pelago”, you have a Pelago eSIM and this guide applies to you.
This also includes the KrisFlyer Exclusive Complimentary eSIM, which runs on the same Pelago eSIM service (powered by Frewie).
Have a different eSIM?
KrisFlyer Exclusive Complimentary eSIM: Visit our Complimentary eSIM for SIA Group/KrisFlyer Customers page for eligibility and redemption help.
Other eSIMs: For general information on other eSIM brands available on Pelago, refer to our General eSIM FAQs.
Does the Pelago eSIM include calls and messaging?
All Pelago eSIMs are data-only. Voice calls and SMS are not supported natively. However, you can make calls and send messages over the internet using apps such as WhatsApp, Telegram, or WeChat, as long as your eSIM has active data.
If you need to make a landline or mobile call, you can switch to your Primary SIM. Please note that international roaming charges from your primary carrier will apply. RCS (Rich Communication Services) messaging is supported over the eSIM data connection.
Unfortunately, it’s not possible to top up these eSIMs with call or SMS credit, as Pelago eSIMs only include data plans.
What's next: Buy your Pelago eSIM
Ready to get started? The next step is to purchase your Pelago eSIM plan.
See How to Buy a Pelago eSIM for step-by-step buying instructions