Frequently asked questions
Short answers to everything our customers ask most — before and after buying.
The basics
Will I lose my number?
No. A PRIeSIM eSIM is a second, data-only line. Your main number stays active on your existing SIM or eSIM and keeps receiving calls and texts as usual.
Does WhatsApp still work with my old number?
Yes. WhatsApp, Viber and Telegram stay tied to your existing number — they only need internet, which the eSIM provides. There is nothing to re-register.
Does my phone support eSIM?
Most phones from 2019 onwards do: iPhone XS and newer, Samsung Galaxy S20 and newer, Google Pixel 3 and newer. The phone also has to be carrier-unlocked. Galaxy S10, S10e and Note 10 do not support eSIM.
Will I receive SMS verification codes?
SMS codes arrive on your main number, which stays active on your existing SIM — so yes, you receive them as usual. The PRIeSIM line itself is data-only and has no phone number.
Can I share the connection as a hotspot?
On most plans yes — your phone shares the data with other devices as usual. A few plans carry specific terms, so check the plan card before buying.
Coverage and plans
Which plan works in Kosovo?
The Balkans plan, the Global plan or the Kosovo country plan. Careful: the 41-country Europe plan does NOT include Kosovo — the single most common mistake made by travellers driving down from Germany, Switzerland or Austria.
Does the Balkans plan cover Bosnia?
No. The Balkans plan covers Kosovo, Albania, Serbia, North Macedonia and Montenegro. Bosnia and Herzegovina is covered by the 41-country Europe plan and by the Global plan.
Country, regional or global plan — what is the difference?
A country plan works in a single destination and usually has the best price per GB. A regional plan covers several countries with one eSIM — handy for multi-stop trips. The Global plan reaches 201 countries and territories.
How do unlimited plans work?
Each day you get a fixed high-speed allowance; once it is used, speed is reduced until midnight and resets the next day. There are never extra charges.
What happens when my plan runs out?
The data simply stops — no surprise charges and no extra bill. You can top the same eSIM up with a new plan, or buy a different one.
Buying, delivery and activation
How fast do I get the QR code?
Usually within a few minutes of payment. The QR code and manual activation codes arrive by email and are always available under "My eSIMs" in your account or the app.
When does the plan validity start?
On the first connection to a supported network at the destination — not at purchase and not at installation. So you can safely install at home over Wi-Fi before departure without starting the clock.
Can I top up an existing eSIM?
Yes. You add a new plan to the same eSIM from the app, without installing anything new. Top-ups are bought inside the app, not at the web checkout.
How do I pay, and is it safe?
By bank card, in euro, taxes included — the price you see is the price you pay. Every plan is prepaid: no subscription and no automatic renewal, so you can never be charged unexpectedly.
Can I get a refund?
For an undelivered, defective or misdescribed eSIM — always. The 14-day withdrawal right can be lost once immediate supply begins at your request at checkout, and a used package is not refundable. Details are in the refund policy.