Question 1

What is Ziki eSIM?

Accepted Answer

Ziki eSIM is a service for buying digital travel data plans. Choose a destination and plan, receive installation details by email, and install them on a compatible phone without replacing a physical SIM. Plans are available for many destinations worldwide.

Question 2

What is an eSIM and how does it work?

Accepted Answer

An eSIM is a digital SIM built into your device. You install a mobile profile by scanning a QR code or entering the details manually, select it as your data line, and enable data roaming. Your physical home SIM can stay in the phone.

Question 3

Does my home line stay active?

Accepted Answer

Yes. The eSIM is added as another line, so your home line can remain active for calls and SMS while Ziki handles mobile data. To avoid roaming charges from your home carrier, assign mobile data to the eSIM and disable data roaming on the home line.

Question 4

Does the plan include a phone number or calls?

Accepted Answer

Plans on the site are data-only. They do not include a local phone number, standard calls, or SMS. WhatsApp, Telegram, and internet calling continue to work over the data connection.

Question 5

How do I check whether my device supports eSIM?

Accepted Answer

Use the compatibility check before buying and confirm that the device is not carrier-locked. Technical eSIM support is not enough when a phone is locked to a specific carrier.

Question 6

How do I choose the right plan?

Accepted Answer

Choose your destination, review the included countries and networks, then match the data allowance and validity period to your trip. A regional plan is useful when moving between several covered countries; a country plan suits a focused trip.

Question 7

When and where do I receive the eSIM?

Accepted Answer

After payment is approved, the eSIM details and installation instructions are sent to the email used at checkout. Check the address before paying. If nothing arrives, check spam and promotions, use the order lookup page, or contact support.

Question 8

Is payment secure?

Accepted Answer

Yes. Payment is processed by a secure PCI-compliant payment provider. Ziki does not store your full card number or card security code on its servers.

Question 9

Can I combine a coupon, credit, and a referral discount?

Accepted Answer

No. Offers, coupons, and credit follow their own terms and cannot be stacked on the same order. Checkout shows the available option and final amount before confirmation.

Question 10

How do I find an existing order?

Accepted Answer

Open My eSIM and look up the order with its order number and purchase email. Registered customers can also view orders, QR codes, validity, and remaining data in their account.

Question 11

What is the cancellation and refund policy?

Accepted Answer

An eSIM that has not been installed or activated can be cancelled for a full refund. If installed but not connected to a network, the request is reviewed case by case. Once connected, the service is considered used unless there is a material provider-side technical fault. Submit a request to support with the order number and issue details.

Question 12

When should I install the eSIM?

Accepted Answer

Install it before departure while connected to stable Wi-Fi, and keep the eSIM profile on the device. Enable the data line and data roaming according to the instructions when preparing to connect at your destination.

Question 13

When does plan validity begin?

Accepted Answer

Validity begins when the eSIM first connects to a supported mobile network at the destination, not when you buy or install it. After activation, calendar days run continuously, even when no data is used or the phone is off.

Question 14

How do I scan the QR code?

Accepted Answer

Display the code on another screen or computer and scan it from the cellular settings of the phone being set up. If another screen is unavailable, use the manual installation details in the email. A QR code is intended for one scan only.

Question 15

Can I delete and reinstall the eSIM?

Accepted Answer

Do not delete the eSIM profile. The QR code can normally be used only once, so deletion may prevent reinstallation. If you removed it accidentally, contact support before trying again.

Question 16

Can I share data with other devices?

Accepted Answer

Yes. Plans support hotspot, subject to your device and any local network restrictions. Tethered devices use data from the same plan.

Question 17

What happens when data or validity runs out?

Accepted Answer

Data service stops when the allowance is used or validity ends. You can buy another plan and, for eligible plans, add a top-up from your account. Unused data does not roll over or transfer to another plan.

Question 18

The eSIM is installed but there is no internet. What should I check?

Accepted Answer

Confirm that data roaming is enabled for the Ziki line, that it is selected as the active data line, and that a local network has signal. Then turn airplane mode on for ten seconds and off. If it still will not connect, select a supported network manually or contact support.

Question 19

The QR code does not work or says it was used. What now?

Accepted Answer

Check whether the eSIM profile already appears in cellular settings; if it does, do not scan again. Connect to Wi-Fi and try the manual installation details from the email. Do not delete an installed profile. Contact support if the issue continues.

Question 20

There is no signal after landing. What should I do?

Accepted Answer

Wait a few minutes, confirm the Ziki line is enabled and data roaming is on, then toggle airplane mode. You can also manually select one of the networks supported by the plan. Actual coverage depends on the local network and location.

Question 21

I entered the wrong email at checkout. What should I do?

Accepted Answer

Contact support with the order number and purchase identification details so the team can review the order and help. Never share a QR code or installation credentials publicly.

Question 22

How do I contact Ziki support?

Accepted Answer

Use the support page, WhatsApp, or email support@zikiesim.com. Include the order number, device type, destination, and a clear description of the issue to speed up assistance.

Question 23

How does Ziki's referral program work?

Accepted Answer

A registered customer shares their personal referral link. A new customer who follows it, registers, and makes a first purchase can receive up to $2 off. Once that payment is approved, the referrer receives $2 in Ziki wallet credit.

Question 24

Is there a minimum order for the $2 benefit?

Accepted Answer

No. There is no minimum order value. The discount is capped at the order subtotal, so it cannot create a negative balance or cash refund.

Question 25

When does my friend see the discount?

Accepted Answer

Your friend must follow the personal link, register or sign in, and make a first purchase. If eligible and not using a coupon, another discount, or credit, the referral discount appears automatically in the checkout summary before payment.

Question 26

When does the referrer receive credit?

Accepted Answer

The $2 credit is added to the Ziki wallet only after the referred purchase is paid and verified. Server-side confirmation prevents duplicate rewards and misuse.

Question 27

Can the referral benefit be combined with a coupon or credit?

Accepted Answer

No. The welcome benefit cannot be combined with a coupon, another discount, or account credit on the same order. Eligibility and non-stacking are checked on the server.

Question 28

Can the friend discount be used more than once?

Accepted Answer

No. It is for a new customer's account and first purchase only. The system records redemption and prevents reuse, including attempts from multiple checkout tabs.

Question 29

What happens to the credit if the referred order is cancelled or refunded?

Accepted Answer

If the qualifying order is cancelled or refunded, the referral reward is reversed accordingly. Referral credit is for eligible Ziki purchases and cannot be withdrawn as cash.

Questions and answers

Questions and answers

About Ziki and eSIM

Buying, payment and delivery

Installation, activation and use

Troubleshooting and support

Refer a friend

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