Help Center

An eSIM (embedded SIM) is a digital SIM built directly into your phone. Instead of inserting a physical card, you download a carrier profile to your device. It works alongside your existing SIM, so you keep your regular phone number for calls and texts while using the eSIM for local data abroad.

All iPhones from iPhone XS (2018) onward support eSIM. This includes the XS, XS Max, XR, 11, 12, 13, 14, 15, and 16 series, plus iPhone SE from 2020 onward. iPhone 14 and later models sold in the US are eSIM-only with no physical SIM tray. Your device must be carrier-unlocked.

TsunaGo is currently available for iPhone only. We are actively developing our Android app and plan to launch it soon. Join the waitlist in the app or email support@tsunago.app to be notified when the Android version is available.

Go to Settings > General > About and look for "Carrier Lock". If it says "No SIM restrictions", your phone is unlocked and ready for TsunaGo. If it shows a carrier name, contact that carrier to request an unlock before using TsunaGo.

TsunaGo offers data plans in 190+ countries and territories worldwide. You can browse all available destinations in the app. We also offer regional plans (Europe, Asia, Americas) and global plans for multi-stop trips.

After purchasing a plan, the eSIM installs automatically - no QR code scanning needed. You will see a prompt saying "Carrier would like to install a cellular plan." Tap "Allow" and the eSIM activates within seconds. You can install it before your trip and it will connect when you arrive.

Try these steps in order:

1. Check your internet connection - You need a stable Wi-Fi or cellular connection to download the eSIM profile.
2. Verify compatibility - Make sure your iPhone is XS or newer and carrier-unlocked.
3. Restart your iPhone - A restart often resolves installation issues.
4. Delete and retry - Go to Settings > Cellular, remove the stuck plan, then try installing again from the TsunaGo app.

If it still does not work, our 15-minute guarantee means you get an automatic refund. Contact support@tsunago.app for help.

Yes, absolutely. We recommend installing the eSIM before you travel. Purchase and install while you still have a stable internet connection at home. The plan's validity period only starts when the eSIM first connects to the destination network, so there is no wasted time.

Yes. Go to Settings > Cellular > select your TsunaGo plan > toggle on "Data Roaming". This is required by iOS for all eSIM data plans. Do not worry - enabling data roaming on the TsunaGo line will NOT cause extra charges. You only use the data included in your purchased plan.

Open the TsunaGo app and tap your active plan on the home screen. You will see a real-time usage dashboard showing consumed and remaining data. TsunaGo also sends push notifications at 50%, 80%, and 95% usage. You can add the TsunaGo widget to your home screen for a quick glance.

Yes. When your data is running low, you can purchase a top-up plan directly in the app without interrupting your current connection. The additional data is added to your existing eSIM instantly. No need to install a new profile.

TsunaGo connects you to the same carrier networks that locals use. You get full 4G LTE speeds, and 5G where available (depending on your plan and destination). Speeds are not throttled. The actual speed depends on the local carrier and network conditions in your area.

TsunaGo provides data-only plans. Your regular phone number stays active on your primary SIM for calls, texts, and iMessage. You can use data-based calling apps like FaceTime, WhatsApp, Zoom, and others over your TsunaGo data connection.

Hotspot availability depends on the specific plan and carrier. Some plans support personal hotspot/tethering while others do not. Check the plan details in the app before purchasing - hotspot support is clearly labeled on each plan.

We accept Apple Pay (recommended for fastest checkout), credit cards (Visa, Mastercard, Amex), debit cards, and Apple's in-app payment. All transactions are secured with industry-standard encryption.

If your eSIM does not connect within 15 minutes of activation, you receive a full automatic refund - no support ticket needed. Our system detects connection issues and processes the refund instantly. It appears on your original payment method within 3-5 business days.

Yes. Plans that have not been activated are always eligible for a full refund. Contact us at support@tsunago.app with your order number (found under "My Plans" in the app). Plans that have been partially used may qualify for a partial refund depending on usage.

TsunaGo Pass is managed through Apple's subscription system. To cancel, go to your iPhone Settings > [your name] > Subscriptions > TsunaGo Pass > Cancel Subscription. You will retain access until the end of your current billing period. No partial refunds for the remaining period.

This is usually a settings issue. Try these steps:

1. Enable Data Roaming - Settings > Cellular > TsunaGo plan > toggle on Data Roaming.
2. Set TsunaGo as data line - Settings > Cellular > Cellular Data > select TsunaGo.
3. Toggle Airplane Mode - Turn it on, wait 10 seconds, turn it off.
4. Restart your iPhone - Force a fresh network connection.
5. Reset Network Settings - Settings > General > Transfer or Reset > Reset Network Settings (this removes saved Wi-Fi passwords).

Most issues are resolved by step 1 - Data Roaming must be on for eSIM plans.

Slow speeds can happen due to local network congestion. Try these steps:

1. Check your data - Make sure you have not used all your data allowance. Check in the TsunaGo app.
2. Toggle Airplane Mode - This forces your phone to reconnect, possibly to a better tower.
3. Move to a different location - Network coverage varies by area, especially indoors or in rural zones.
4. Manually select a network - Settings > Cellular > TsunaGo plan > Network Selection > turn off Automatic and pick a different carrier.

Yes. Modern iPhones can store multiple eSIM profiles - up to 8 or more depending on your model. You can have plans ready for different destinations and just switch the active data line in Settings > Cellular when you travel to each country.

Go to Settings > Cellular > select the TsunaGo plan you want to remove > tap "Delete eSIM" (or "Remove Cellular Plan"). Note: once deleted, the eSIM profile cannot be reinstalled. You would need to purchase a new plan. Only delete expired or used plans.

Open TsunaGo > Settings (gear icon) > Account > Delete Account > confirm with Face ID. This permanently deletes your personal data, cancels any active subscriptions, removes plan history, and deactivates active eSIMs. You can also email support@tsunago.app to request deletion. We process requests within 30 days as required by GDPR.

We collect only what is needed to deliver the service: your email address, device compatibility info, and purchase history. We do not track your browsing activity, sell your data, or share it with advertisers. Read our full Privacy Policy for complete details.

Open TsunaGo > Settings > Account > Edit Profile. From there you can update your email address and reset your password. If you signed up with Sign in with Apple, your email is managed through your Apple ID settings.

eSIM profiles are typically tied to a specific device and cannot be directly transferred. If you get a new iPhone, sign into TsunaGo on the new device and any unused or active plans can be re-downloaded. Contact support@tsunago.app if you need help transferring an active plan.