FAQs

It's simpler than you think. Here's the full process:

1. Check your phone is compatible — takes 30 seconds (see "How do I know if my phone supports eSIM?" below)
2. Buy the plan that suits your trip at milesandmemories.store
3. Receive your eSIM by email — usually within a few minutes
4. Install the eSIM before you travel while you have Wi-Fi — takes 2 minutes
5. Land in New Zealand
6. Turn on the eSIM and Data Roaming in your phone settings
7. You're connected

That's it. The whole process takes less than 5 minutes total. Your existing SIM card stays in your phone and is not affected. The eSIM simply adds a cheap local data connection alongside it.

An eSIM (embedded SIM) is a digital SIM card built into your phone. It lets you activate a mobile data plan without inserting a physical SIM card. You simply scan a QR code or tap a link and your data plan installs directly onto your device — no shop visits, no plastic SIM cards, no fiddly trays.

A physical SIM is a small plastic card you insert into your phone. An eSIM does the same job but is already built into your device — it just needs to be activated digitally. The key advantages of an eSIM are:

• Instant delivery — no waiting for a card in the mail or finding a shop
• Buy before you land — set up from anywhere in the world
• No swapping SIM cards — your existing SIM stays in your phone
• No risk of losing a tiny SIM card while travelling

Yes. Our eSIMs provide mobile data only. Your physical SIM (or primary eSIM) stays active, so you keep your existing phone number for calls and texts. Your phone simply uses the Miles & Memories eSIM for cheap local data — think of it as adding a second data line to your phone.

Our eSIMs are data-only, so they do not include traditional calls or texts. However, with a data connection you can make calls and send messages through apps like WhatsApp, FaceTime, Messenger, Zoom, and Skype — which is what most travellers use anyway.

No. Your physical SIM stays in your phone. The eSIM runs alongside it — your phone uses both at the same time. Your physical SIM handles calls and texts, and the eSIM handles cheap local data. You don't need to open the SIM tray, swap anything, or touch your existing SIM at all.

No. Your existing plan, phone number, and SIM card are completely unaffected. The eSIM is a separate data line that works independently alongside your current setup. Nothing changes with your home carrier — you're simply adding a second connection for local data.

Most smartphones released from 2019 onward support eSIM. There are two quick ways to check right now:

Method 1 — Check your Settings:
📱 iPhone: Go to Settings → Cellular (or Mobile Data) → Add eSIM. If the option appears, your phone supports eSIM.
📱 Android: Go to Settings → Network & Internet → SIMs → Add eSIM. If the option appears, your phone supports eSIM.

Method 2 — Dial *#06#:
📱 Open the phone app on your device (the app you use to make mobile calls — not WhatsApp or Messenger)
📱 Dial *#06#
📱 Look for a 32-digit number labelled EID
📱 If the EID exists, your device supports eSIM

⚠️ Important: Your phone must also be carrier-unlocked to use an eSIM. If you bought your phone on a contract, check with your provider.

iPhone: Go to Settings → General → About → Carrier Lock. If it says "No SIM restrictions," your phone is unlocked.

Still not sure? Email us your phone model at info@milesandmemories.store and we'll confirm for you.

Apple iPhone:
iPhone XR, XS, XS Max, 11 series, 12 series, 13 series, 14 series, 15 series, 16 series, 17 series, SE (3rd generation)

Samsung:
Galaxy S20, S21, S22, S23, S24, S25 series, Galaxy Z Flip/Fold series, Galaxy A54, A55, Galaxy Note 20

Google Pixel:
Pixel 3 and all newer models (including Pixel Fold)

Other:
Huawei P40 and newer, Oppo Find X3 and newer, Xiaomi 12T Pro and newer, Motorola Razr series

iPad & Tablets:
iPad Pro (3rd gen+), iPad Air (3rd gen+), iPad (7th gen+), iPad Mini (5th gen+), Samsung Galaxy Tab S9 series

📌 This list is not exhaustive. New eSIM-compatible devices are released regularly. If your device is not listed, contact us and we'll check for you.

⚠️ Important: Your device must be carrier-unlocked to use an eSIM. If your phone was purchased through a carrier on a contract, it may be locked. Check with your provider before purchasing.

When you buy a phone through a mobile carrier (like Vodafone, AT&T, or EE) on a contract, it may be "locked" to that carrier's network. A locked phone will not accept an eSIM from another provider.

How to check:
• iPhone: Go to Settings → General → About. Scroll to Carrier Lock. If it says "No SIM restrictions," your phone is unlocked.
• Android: Insert a SIM from a different carrier. If it works, your phone is unlocked.
• Not sure? Call your carrier and ask them to confirm.

If your phone is locked, your carrier can usually unlock it for free — especially if your contract is finished.

Yes, many iPads and tablets support eSIM. Check the supported devices list above. The setup process is the same as on a phone.

Here's a rough guide to what 1GB of data gets you:

• ~1,000 WhatsApp messages (text)
• ~500 emails
• ~300 web pages
• ~2 hours of Google Maps navigation
• ~1 hour of social media browsing
• ~30 minutes of standard video streaming

Most travellers using maps, messaging, and social media use 1–3GB per week.

🔹 1GB / 7 Days — short stay, light usage (maps, messaging, emails)
🔹 2GB / 15 Days — passing through, moderate usage
🔹 3GB / 30 Days — most popular for backpackers and travellers
🔹 5GB / 30 Days — daily social media, streaming music, video calls
🔹 10GB / 30 Days — heavy usage, regular video streaming
🔹 20GB / 30 Days — power user, extended stay

Not sure? Start smaller — you can always purchase a second eSIM if you need more data. Your phone can hold multiple eSIM profiles.

Simply visit milesandmemories.store, choose the data package that suits your trip, and complete the checkout. Your eSIM will be delivered to your email with full setup instructions.

Yes. eSIM technology is built into your phone by Apple, Samsung, and Google — it's a standard feature on modern smartphones. Our eSIMs are delivered through secure, verified channels. Your payment is processed through Shopify's encrypted checkout — the same platform used by millions of online stores worldwide. We do not store your payment details.

In most cases your eSIM is delivered to your email within a few minutes of purchase. During periods of high system activity, it may take slightly longer. If you have not received your eSIM within one hour, please check your spam/junk folder first, then contact us at info@milesandmemories.store and we will assist you right away.

First, please check your spam, junk, or promotions folder — eSIM delivery emails sometimes land there. If you still can't find it after one hour, contact us at info@milesandmemories.store with your order number and we'll resend it immediately.

Yes. At checkout, simply enter the recipient's email address and the eSIM delivery email will be sent directly to them.

You can purchase your eSIM anytime before your trip. We recommend buying at least 24 hours before departure so you can install it while you still have Wi-Fi. Your data plan only starts counting down once you activate it at your destination — so there's no disadvantage to buying early.

We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and Shop Pay.

Contact us at info@milesandmemories.store and we'll check for you. Many plans are available even if they're not listed on the website.

After purchase, you'll receive an email with your eSIM Setup Portal link and an Access Code. Here's how to install:

1. Make sure you have a stable Wi-Fi connection
2. Open the delivery email on the phone you want to connect
3. Tap the eSIM Setup Portal link
4. Enter your Access Code and follow the on-screen prompts
5. The eSIM installs automatically to your device
6. Turn on Data Roaming once installed

The whole process takes less than two minutes.

⚠️ Important: Each eSIM can only be installed once on one device. Once installed, do not delete the eSIM profile from your phone — it cannot be reinstalled. Please make sure you are installing on the correct device before proceeding.

We recommend installing the eSIM before you travel while you have a reliable Wi-Fi connection (e.g. at home, your hotel, or the airport). Installing requires an internet connection, so it's best not to wait until you've landed with no connectivity.

Important: Installing and activating are different steps. Installing adds the eSIM to your phone. Your data plan starts only when you activate it (turn it on) at your destination.

Yes. You need an active internet connection (Wi-Fi or existing mobile data) to install the eSIM. Once installed, the eSIM provides its own data connection — so you won't need Wi-Fi after that.

Activate your eSIM when you arrive at your destination or when you're ready to start using data. Your data plan and validity period begin counting from the moment you activate — not from when you install. So install early, activate on arrival.

Data Roaming is a setting on your phone that allows the eSIM to connect to local networks in another country. Without it turned on, the eSIM won't connect to the internet even though it's installed.

iPhone: Settings → Cellular → select the eSIM plan → turn on Data Roaming
Android: Settings → Network & Internet → SIMs → select the eSIM plan → turn on Roaming

⚠️ Only turn on Data Roaming for the Miles & Memories eSIM line — not your home SIM. Turning on roaming for your home SIM may incur charges from your home carrier. The Miles & Memories eSIM roaming is free and included in your plan — that's the whole point.

iPhone: Go to Settings → Cellular → Cellular Data and select your Miles & Memories eSIM as the data line.

Android: Go to Settings → Network & Internet → SIMs and set the Miles & Memories eSIM as your preferred data SIM.

This tells your phone to use the eSIM for data while keeping your regular SIM for calls and texts.

This is the most common issue and is almost always fixed with these steps:

1. Turn on Data Roaming for the eSIM line (see instructions above)
2. Set the eSIM as your data line (see instructions above)
3. Restart your phone
4. Make sure you are in an area with network coverage
5. Check that your data plan has been activated and hasn't expired

If none of these work, turn on Airplane Mode for 30 seconds, then turn it off. This forces your phone to reconnect to available networks.

Still not working? Contact us at info@milesandmemories.store with your order number and device model.

Try these steps:

1. Make sure you're connected to stable Wi-Fi
2. Make sure you're opening the setup link on the phone you want to install on (not a laptop or tablet, unless you're installing on that tablet)
3. Check that your phone's software is up to date (Settings → General → Software Update on iPhone, or Settings → System → Software Update on Android)
4. Make sure your device is carrier-unlocked
5. Restart your phone and try again

If it still won't install, contact us at info@milesandmemories.store with your order number, device model, and a screenshot of any error message.

⚠️ Each eSIM is single-use and can only be installed once. If an eSIM profile is deleted from your device, it cannot be reinstalled. This is a limitation of eSIM technology, not something we can override.

To avoid this:
• Never delete your eSIM profile unless you are certain you no longer need it
• If you have finished using your data plan, you can simply leave the eSIM profile on your phone — it takes up no space and won't interfere with anything
• If you need to switch to a new eSIM plan, install the new one alongside the old one rather than deleting the old one first

If you have accidentally deleted your eSIM and still had data or validity remaining, contact us at info@milesandmemories.store with your order number. We will review your case, but please be aware that a replacement is not guaranteed and may require a new purchase.

Data speeds depend on your location and local network conditions. Try these steps:

1. Restart your phone
2. Toggle Airplane Mode on and off to force a network reconnection
3. Move to an area with better coverage (indoors or remote areas may have weaker signal)
4. Check that you haven't used all your data allowance

If speeds remain consistently slow, contact us and we'll investigate.

No. The setup link is single-use. Once the eSIM has been installed on a device, the link is consumed and cannot be used again. This also means the eSIM cannot be reinstalled if deleted or transferred to another device.

Please make sure you are installing on the correct device before proceeding, and do not delete the eSIM profile from your phone after installation.

Our New Zealand eSIMs connect to major national networks providing nationwide 4G/LTE coverage across both the North and South Islands, including major cities, towns, and most tourist destinations. Coverage may be limited in very remote or mountainous areas, as with any mobile network in New Zealand.

All plans offer high-speed 4G/LTE data where available. In some areas with 5G coverage, you may receive 5G speeds depending on your device. Actual speeds vary depending on your location, network congestion, and local infrastructure.

Yes. Hotspot and tethering are supported on most devices and plans unless otherwise specified. This means you can share your eSIM data connection with a laptop, tablet, or travel companion's phone.

iPhone: Go to Settings → Cellular and look at the data usage for your eSIM line.

Android: Go to Settings → Network & Internet → SIMs and select the eSIM to view usage.

Please note that these figures are tracked by your phone and may not be perfectly accurate. They are a good estimate.

When your data is used up, the eSIM will no longer provide an internet connection. You can purchase a new eSIM plan from milesandmemories.store at any time. Your phone supports multiple eSIM profiles, so you can install a new one alongside the expired one.

When the validity period ends (e.g. 7 days, 15 days, or 30 days from activation), the data connection stops — even if you have unused data remaining. If you need more time, simply purchase a new plan.

Currently, plans cannot be topped up or extended. If you need more data or more time, simply purchase a new eSIM. Your phone can hold multiple eSIM profiles — just install the new one and switch to it when the old one expires.

No. Each eSIM is linked to a single device once installed. It cannot be transferred to another phone. If you need data on multiple devices, please purchase a separate eSIM for each device — or use the hotspot feature to share one device's data connection.

Yes. Most eSIM-compatible devices can store multiple eSIM profiles. You can switch between them in your phone's settings. Only one data eSIM can be active at a time.

Refunds are available only if the eSIM cannot be installed or activated due to a verified technical issue on our side. Once an eSIM has been activated or used, it cannot be refunded.

Before purchasing, please confirm that:
• Your device supports eSIM
• Your device is carrier-unlocked

If you believe you have a valid refund case, contact us at info@milesandmemories.store with your order number and a description of the issue.

Because eSIMs are delivered digitally and often within minutes, cancellations are only possible if the eSIM has not yet been delivered. Once the delivery email has been sent, the eSIM is considered delivered. If it has not been activated, please contact us and we'll do our best to help.

If the eSIM has not been installed or activated, contact us at info@milesandmemories.store and we'll work with you to find a solution. Once activated, the plan cannot be exchanged.

We're here to help:

📧 Email: info@milesandmemories.store
💬 Live Chat: Available on milesandmemories.store

We aim to respond to all enquiries within 24 hours during business days. For urgent installation issues, please use live chat for the fastest response.