Question 1

How to raise a support ticket

Accepted Answer

To raise a support ticket for your eSIM, follow these steps:Prune App → My Orders → Select your eSIM → Raise TicketFor faster resolution, attach relevant screenshots (error message, eSIM status, mobile data settings).

Question 2

Can I delete and reinstall my eSIM?

Accepted Answer

No — do not delete your eSIM.Once an eSIM is deleted:It cannot be reinstalledThe activation code may become invalidInstead, if you’re not using it, simply turn the eSIM OFF in your phone settings and keep it saved for reference.

Question 3

Can I top-up or extend my eSIM plan?

Accepted Answer

Some Prune eSIM plans allow top-ups, while others don’t.How to check if your plan supports top-upsIf top-up is supported, you’ll see “Top-Up Available” in your order detailsIf top-up is not supported, you’ll need to purchase a new eSIM once your plan expiresTip before you buyIf you’re unsure about your data needs, choose a plan with higher data or top-up support, so you don’t run out mid-trip.

Question 4

What is an eSIM and how does it work?

Accepted Answer

An eSIM (embedded SIM) is a digital version of a SIM card.Instead of inserting a plastic SIM into your phone, you download a profile onto a special chip already built into your device.Modern smartphones include an eUICC chip (embedded Universal Integrated Circuit Card). When you buy a Prune international eSIM, we send you a QR code or activation code that installs a mobile plan directly onto this chip.How a Prune eSIM works (step-by-step)You purchase an international eSIM on the Prune app or websiteYou instantly receive your eSIM details (QR code + manual activation code) via email and inside My Orders in the Prune appOn your phone, you go to Add eSIM and scan the QR code or enter details manuallyYour device downloads the eSIM profile from our partner networkOnce you land at your destination and enable data/roaming, your phone automatically connects to a local partner network abroadYou start using mobile data just like a normal SIM — no physical card neededWhy eSIM technology is becoming so popular✅ No physical SIM to insert, remove, or lose✅ Instant activation – no shipping or courier delays✅ Works on most latest iPhone, Samsung, Pixel, Nothing, etc.✅ Store multiple eSIMs on the same device (Europe, USA, Asia trips, etc.)✅ Ideal for frequent travelers, digital nomads, business travelers, students abroadWhy use an eSIM for travel instead of waiting at the airport?No standing in airport SIM queuesNo searching local shops late at nightNo language barriers while buying a SIMYou land, turn on your eSIM, and you’re online immediatelyIn short: eSIM = instant, digital, travel-friendly connectivity powered by Prune.

How can we help?

eSIM Basics & Compatibility

Purchase, Installation & Activation

Plans, Coverage & Data Usage

Using eSIM While Travelling

Managing Your eSIM

Troubleshooting, Support & Refunds

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