FAQs

A QR is sent to your email, simply press and hold the QR and it will install, or use your camera to scan it.

Press and hold the QR code sent to your email or scan it with your iPhone camera.

Press and hold the QR code sent to your email or scan it with your device’s camera.

To install a Mozillion Travel eSIM on a Windows 10 or Windows 11 laptop, please visit our dedicated help pages, which guide you through each stage of the process.

Windows 10: Click here

Windows 11: Click here

If you are still experiencing difficulties, please contact our Customer Service team and one of our friendly team members will be happy to talk you through it.

If you’re trying to log in through an app, that may be the problem. Mozillion doesn’t currently have a dedicated app for managing your main account. The app you may be seeing is the Kill Your Bill app, which is specifically for buying and managing your Kill Your Bill gift cards.

To manage your account, view billing or change your plan, log in to your Mozillion Dashboard on the website.

If you’re still having trouble accessing your account, you can contact our support team at [email protected].

No, your existing number and network does not change, the eSIM is simply for data roaming only, this saves you money on your network charges.

An eSIM is a digital SIM card that has been embedded within your device, this enables you to connect to multiple networks.

No, the travel eSIM works alongside your existing SIM within your device.

Yes, you can share your data with other devices using

No, all plans are pre-paid, simply top up if you need more data.

Once purchased, your plan will last for 6-months if not activated.

No, the Mozillion Travel eSIM is an additional prepaid plan for data roaming only.

Yes, if you are planning to visit different countries, you can buy a plan for each one before you arrive or once you are in the destination. With Mozillion’s Travel eSIM, you only need to download the eSIM once, then simply buy other plans for other countries.

Yes this is limited to 5 times, use the same QR code sent to you.

Check your email spam/junk folder, or head to your dashboard to scan the QR code, or email [email protected].

Your eSIM will activate automatically within the country once you turn on data roaming in your device.

For the most up to date prices across Mozillion, head to the homepage and select the product you’re interested in from the top navigation. From there, you can view the available options and see the latest live prices.

Once your purchase is confirmed, we will email you to confirm your order, If you have not yet received an order confirmation email with your order number, your order may not have been successfully placed or accepted yet. In that case, please check your email inbox (including spam/junk folders) or contact our customer service team.

To check whether a specific phone model, colour and storage option is in stock, head to the phone you’re interested in on our website. The available options and their current stock status will be shown there.

If you have requested a password reset but did not receive the email, unfortunately, we cannot manually resend the reset email or reset your password for security reasons.

Please try the following steps again:

• Check your spam or junk folder to ensure the email hasn’t been filtered.
• Use the password reset link here: https://www.mozillion.com/forget-password to request a new reset email.
• Make sure you are entering the exact email address registered with your Mozillion account.

Currently, there are no specific discount codes or vouchers available on Mozillion. Keep an eye on the latest deals and promotions on Mozillion’s homepage and deal pages, as offers can change frequently.

If you saw a certain deal before, it was likely a limited-time promotion that has now ended. For the latest deals and plans, please keep an eye on our website, as we regularly update our offers.

You can find your phone's specifications by checking the Settings app on your device under "About phone" or "Device information" to see the model number and hardware details.

Mozillion does not currently offer any civil service member discounts.

Currently, Mozillion does not offer a specific discount for buying multiple SIMs or phones?

Mozillion does not offer family or multi-line SIM Plans at this time.

Mozillion does not offer a standalone or visual voicemail at this time.

To get an update on your existing support request, please contact our customer service team directly through the website or use the "Speak to someone" option to connect with a member of our team who can assist you further.

Mozillion SIM services are designed specifically for phones and do not support smartwatches at this time.

For a custom phone and plan combination, we advise to contact Mozillion Customer Support directly.

PlayStation Remote Play may not work over your mobile data due to several possible reasons related to network and data settings:

• Data restrictions: If your Mozillion plan is data-only or has limited data allowance, once you run out of data, services like Remote Play won’t work.
• Network coverage: Remote Play requires a stable and fast internet connection. If your mobile data connection is weak or unstable, the service may fail.
• Network settings: Some mobile networks or devices may block or limit certain types of traffic needed for Remote Play.
• VoLTE and WiFi Calling: If you are roaming and these features are enabled but not supported by the local network, it might affect connectivity.

To find out if you ordered an eSIM or a physical SIM card with Mozillion, please check the confirmation email you received after your purchase:

• If you received a QR code via email, you ordered an eSIM. You will need to scan this QR code with your phone to install and activate your eSIM.
• If you received a physical SIM card by post, you ordered a physical SIM card. You can install it by popping out the correct size (standard, micro, or nano) and inserting it into your phone.

If you are still unsure, you can also log in to your Mozillion Dashboard to view your order details.

You can access your voicemail messages by calling your own Mozillion mobile number from your phone. If you have voicemail set up, your phone will automatically redirect you to your voicemail service.

If you need to enable or manage voicemail, you can do this through your Mozillion Dashboard by logging in and adjusting your voicemail settings in the Manage plans section.

To identify which SIM card is which in your phone, you can follow these steps:

• Check your phone’s SIM card tray: Most phones have a SIM tray that shows the slot numbers (e.g., SIM 1, SIM 2). You can remove the tray using the SIM removal tool and see which SIM card is in which slot.
• Look at your phone’s settings:
  • On Android, go to Settings > Network & Internet > SIM cards or Mobile Network. Here, you can see the names or numbers assigned to each SIM slot.
  • On iPhone, go to Settings > Cellular or Mobile Data. You will see labels for each SIM or eSIM installed.
• Rename your SIMs: Many phones allow you to rename each SIM in the settings to something recognisable (e.g., “Work” or “Personal”) to help you distinguish them.
• Test by disabling one SIM: Temporarily disable one SIM in your phone settings and check which number or network disappears to identify it.

If you have a physical SIM and an eSIM, the eSIM is usually labeled separately in your phone’s settings.

For physical SIM cards, Mozillion SIMs fit all phones and come in standard, micro, or nano sizes. You can pop out the right size and insert it into the correct slot.

If you’ve lost your phone, you can use the built in tracking service on your device:

• iPhone: Use Find My iPhone through Apple’s Find My service to see your phone’s location, play a sound, mark it as lost or erase it remotely.
• Android: Use Find My Device through Google to see your phone’s location, play a sound, secure it or erase it remotely.

No, Mozillion does not offer free iPhones.

Unfortunately, once a phone number is deleted from your call history, it cannot be recovered through Mozillion’s service. Call history data is stored on your device, so recovery would depend on your phone’s backup or recovery options rather than Mozillion.

Yes, you can receive OTP (One-Time Password) text messages with Mozillion service. Your Mozillion plan includes unlimited calls and texts within the UK, so OTP texts sent to your phone number will be delivered as normal.

Mozillion does not allow entry to competitions via text message because bulk or commercial communications, including unauthorised messaging, are restricted under our responsible use policy.

You can retrieve your SIM PIN or PUK codes by logging into your Mozillion Dashboard. Once logged in, you will find options to view and manage your SIM PIN and PUK codes easily. This can be found the Manage plans section in your User Dashboard.

To view your previous calls, open your Phone app and select Recents. To view your previous texts, open the Messages app and select the conversation you want to view.