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
Open the Pelago App or visit pelago.com
Search for your destination followed by "eSIM by Pelago"
For example, "Japan eSIM by Pelago"
Select your activation date, validity period, and data amount
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. ⚠️ Device-bound: once installed on a device, the eSIM is permanently linked to that device and cannot be moved to another phone or tablet. |
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. |
📱 Planning to change phones soon, or use the eSIM on a tablet or a different device?
Select “For someone else” instead. A “For myself” eSIM is permanently linked to the first device it is installed on and cannot be transferred. “For someone else” generates a QR code that can be installed on any compatible device.
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.
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