Answers, without the runaround.

Pending means the eSIM has been issued but not installed or connected yet. It is not a payment or provisioning failure. Install it from the email, then connect at your destination. The plan starts on first connection, not on purchase.

For travel eSIMs the data/validity clock normally starts on the first connection to a mobile network at the destination. Installing it early does not start the plan. The install deadline is separate and is shown in your eSIM details.

Check spam/promotions and search for MyNomadToolkit. In the app, open the eSIM and request a resend, or email hello@mynomadtoolkit.com with the order reference. A resend sends the same eSIM; it does not create a new plan.

Open the eSIM in the app and choose Refill. If the supplier supports a direct same-eSIM refill, you pay and it is applied automatically. If the plan is portal-only, you submit a request first — no charge is taken. We confirm the price, email you a payment link, and then apply it manually in the supplier portal. Portal top-ups can take 7 to 24 hours and are not guaranteed. If the plan cannot be refilled, buy a new eSIM and the old plan stays until it expires. Top-ups are non-refundable once applied.

Refill it from MyNomadToolkit, not the Mega customer dashboard. Open the eSIM in the app and choose Refill; HQ can also open eSIM → Manage eSIMs → Top up data. We read Mega's live partner top-up packages and apply the chosen package to the same ICCID. A Mega top-up adds its validity days to the line's current expiry, so the expiry moves later; the new date appears after payment. Top up before the current plan expires — an expired Mega plan normally cannot be reactivated.

The eSIM profile can stay installed on your phone, but data validity is separate. Keepgo and Citrus plans that say No expiry keep their data balance until it is used. Mega plans have a fixed validity; a top-up adds data and extends the line's expiry by the top-up's days, so the new expiry is later. Leftover data usually expires with its plan, and an expired plan generally cannot be reactivated. If you need long-term data, choose a No expiry plan or refill before the current validity ends.

Only some plans allow a validity extension, and it is supplier-specific. We check the plan and tell you before charging anything. If the supplier does not support an extension, the safe option is a new eSIM.

Plan names show the supplier's actual coverage, not its internal bundle name. A plan labelled United States is US-only; a Global plan covers every country listed on the plan. Ignore internal supplier names that look like a person or code — use the coverage shown on the plan and in this FAQ.

Many China travel eSIMs route data outside mainland China (for example through Hong Kong). On those plans WhatsApp, Instagram, Gmail and Google Maps normally work without a VPN. Hotel and café Wi-Fi in mainland China is filtered, so turn Wi-Fi off and use the eSIM data. Install the eSIM before you fly: installing inside mainland China can fail.

Set the eSIM as the mobile-data line, turn Data Roaming on for that eSIM (not your home SIM), then toggle airplane mode for 10 seconds. If it still fails, select the local network manually and keep the line on 4G/LTE rather than 5G-only. Check the APN if your phone requires one.

Most travel eSIM codes are single-use. A deleted or moved eSIM usually cannot be reinstalled. We can issue a replacement eSIM (a new ICCID); the old plan is not refunded. Contact support with the order and ICCID.

It depends on the plan and network. Some plans allow it; others block it. We do not guarantee hotspot unless the plan page explicitly says so. Using hotspot against the supplier's rules can get the line throttled or suspended.

Usage reporting comes from the supplier and can lag. Some networks do not report exact remaining data. Treat the app figure as a guide, not a billing meter. If data stops early, contact support with the ICCID and timestamps.

Most travel eSIMs sold here are data-only and do not give you a phone number. Voice/SMS travel plans are only sold where the plan explicitly says so. Your regular number stays on your home SIM if your phone supports dual SIM.

The phone must be carrier-unlocked and eSIM-capable. Device compatibility is the customer's responsibility. Check the manufacturer's eSIM support before buying; we cannot activate an eSIM on a phone that does not support it.

Carrier provisioning and regulatory approval can take time. A pending number is not necessarily failed. Check the number details in the app; if it stays pending beyond the stated window, open a support ticket.

No. Emergency calling is disabled while you are physically outside the US. For a US voice number, E911 requires a confirmed US address and the E911 fee. Keep another phone for emergencies.

Refunds are available only during the first 30 days of a paid period. Inside that window we retain one month of service and the payment-processing fees, and refund the rest. After 30 days you can still cancel the number, but no refund is issued for any service — this applies to numbers, fax, eSIM plans, top-ups and add-ons. The exact quote is shown in the dashboard before you confirm; if the carrier cannot release the number, the cancellation fails.

Fax documents are kept for 90 days unless you connect Google Drive and keep your own copy. A queued or sending status is not proof of delivery; final delivery is confirmed from the carrier.

We use the carrier's data-usage record, not the installation claim alone. If any data was used, the eSIM is not refundable. If zero data was used, we check the supplier's unused/not-activated window and device evidence. Installation status by itself decides neither way. If you installed it but cannot get data, send the ICCID/EID screenshot and we will investigate, reissue, or refund under the supplier's policy.

If we cannot deliver a usable eSIM because of our error or an unrecoverable supplier failure, we will complete delivery, issue a comparable replacement, or refund the amount paid for the undelivered item. Once an eSIM has been delivered/issued, there is no automatic refund, even if it is unused. Top-ups are non-refundable. After 30 days, no refund is available for any service. A recipient of an HQ-issued eSIM who paid nothing has no cash refund; we can replace the eSIM instead.

Suspend is a reversible supplier pause. Cancel releases the supplier line and does not guarantee a refund. Some suppliers refuse cancellation after the eSIM is installed or used. Suspending normally does not pause the plan clock, so do not use it to extend validity.

A renewal buys a new eSIM of the same plan with a new ICCID. It does not top up or cancel the old eSIM. For an HQ-issued eSIM, the customer is not charged; HQ pays the wholesale cost. For a paid order, support will confirm any customer charge before doing it. The old plan is not refunded.

We can change the recipient email and ownership, but the eSIM itself is not moved. If it is already installed, the old phone keeps it and the new phone usually cannot install the same code. Transfer only before installation, or buy a new eSIM for the new person.

Open a ticket from Account → Support in the app, or email hello@mynomadtoolkit.com. Include the order reference, ICCID (for eSIM), the phone number (for numbers), timestamps, and what you already tried. Never send full card numbers or passwords.