Question 1

What is an eSIM and how does it work?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM that allows you to connect to mobile networks without using a physical SIM card.You can purchase a data plan, install it instantly, and connect within minutes—no store visits or SIM swapping required.

Question 2

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 3

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 4

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).

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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