A little clarity goes a long way
Questions before your journey?
Find answers about choosing a plan, paying, setting up your eSIM and getting support.
What is an eSIM?
An eSIM is a digital SIM profile installed on a compatible device. It does not require a physical SIM card.
How do I check device compatibility?
Confirm eSIM support for your exact device model and region, and check that it is network-unlocked. See our device compatibility guide.
Can I keep my usual phone number?
Many devices support a travel eSIM alongside a physical SIM or another eSIM. Check the dual SIM features of your device and your home network roaming settings.
Which countries does a plan cover?
Open the plan details and read its coverage list. Local, regional and global labels help you compare options; the included countries determine where the plan can be used.
Does every plan support 5G or hotspot?
Check the network generations and hotspot details on your selected plan. Availability varies. Actual performance also depends on device support, location and network conditions. If a detail is not confirmed, ask OnePaddy before you buy.
When does the validity period start?
Read the activation details for the selected plan and the installation instructions for the issued eSIM. Do not assume every plan starts at the same point.
Where do I pay and manage my order?
Continue to app.onepaddy.com to review the order and complete payment. Your orders, invoices and issued eSIMs are available in your OnePaddy account.
Can I use my wallet or a coupon?
Eligible coupons and available wallet credit are handled at checkout in your OnePaddy account. The invoice shows the amount applied and any remaining balance.
Can I return to an unpaid invoice?
Open the invoice in your OnePaddy account and use Make payment when you are ready. The app checks its current payment status.
My order is paid but the eSIM is pending. What should I do?
Check the order status in your account. If you need help with delivery, open a support ticket and select the affected service where available.
Should I delete an eSIM if it is not connecting?
Contact OnePaddy before deleting it. Some profiles cannot be reinstalled after removal. Include your device model, destination and order reference in the support request.
How can I ask about a refund or billing issue?
Use an account support ticket with the invoice or order reference. The team will review your request against the applicable purchase terms.
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Need a hand with an order?
Open your account and include the order or service in a support ticket.