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04 Aug 2026
Travel eSIM Help Troubleshooting / FAQ’s

Travel eSIM Troubleshooting & FAQ’s

Find your answer about Mozillion’s services and eSIM.

What is an eSIM?
An eSIM is a digital SIM card that has been embedded within your device, this enables you to connect to multiple networks.
How do I install the Mozillion Travel sim?
A QR is sent to your email, simply press and hold the QR and it will install, or use your camera to scan it.
How to purchase a Mozillion Travel e-SIM?

To enjoy Mozillion Travel e-SIM connectivity during your travels, you can purchase a Travel e-SIM with a preloaded data plan of your choice from our website. Once your purchase is confirmed, you will receive an email containing a QR code.

To install your e-SIM, simply hold and press the QR code if your device allows, or scan it to begin the installation.

After scanning the QR code, your Travel e-SIM will be installed.

How do I install the Mozillion Travel eSIM in my Apple iPhone with a QR code?
Press and hold the QR code sent to your email or scan it with your iPhone camera.
How do I install the Mozillion Travel eSIM in my Android phone with a QR code?
Press and hold the QR code sent to your email or scan it with your device’s camera.
How do I install the Mozillion Travel eSIM in my Windows laptop?
Go to Network settings, click or cellular/mobile, on ADD profile enter the activation code sent to your email.
Do I need to change number and network?
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.
Do I need to swap SIM cards?
No, the travel eSIM works alongside your existing SIM within your device.
Do I get a confirmation email for my Mozillion Travel e-SIM?

Yes, when your Mozillion Travel e-SIM order is completed and the payment is validated, you will receive a confirmation by email. If you do not receive this email:

  • Check your SPAM folder.
  • Ensure you entered your email address correctly during the online order process.
  • Make sure you are using an Internet connection that allows emails to be downloaded (e.g., a Wi-Fi connection).

For further assistance, contact our Customer Support.

Can I use Hotspot with the Travel eSIM ?
Yes, you can share your data with other devices using WI-FI.
Are there any hidden fees?
No, all plans are pre-paid, simply top up if you need more data.
Do I need to install one eSIM per country?

No, you do not need to install one Travel e-SIM per country, nor multiple Travel e-SIMs at the same time. One Travel e-SIM on your device works for all your travels.

A single Mozillion Travel e-SIM installed on your device will allow you to connect in all countries listed on our Travel e-SIM page.

After choosing the data plan for your travel destination and completing your purchase, install your Mozillion Travel e-SIM and enjoy connectivity.

Does the eSIM replace my current phone plan?
No, the Mozillion Travel eSIM is an additional prepaid plan for data roaming only.
I deleted my eSIM, can I re-install it?
Yes this is limited to 5 times, use the same QR code sent to you.
I purchased a Mozillion Travel SIM, but I don’t have a QR code, what should I do?
Check your email spam/junk folder, or head to your dashboard to scan the QR code, or email [email protected]
How does my Mozillion Travel eSIM activate in the destination?
Your eSIM will activate automatically within the country once you turn on data roaming in your device.
Do I need to be connected to Wi-Fi or cellular to install my Mozillion Travel e-SIM?
Yes, a data connection or Wi-Fi connection is required to install the Mozillion Travel e-SIM you receive via email.
What should I do after I buy a Mozillion Travel e-SIM with a preloaded data plan?
  • Once your purchase is confirmed, you will receive an email containing a QR code.
  • Hold and press the QR code or scan it to install your new e-SIM on your device.
  • Your data plan will be ready to use, and you can track your usage in real time.
When will the validity period of the data plan included in my Mozillion Travel e-SIM order begin?

Once you scan the QR code to install your Travel e-SIM, your Mozillion Travel e-SIM data plan will be ready for use. The validity period begins automatically when you arrive in a covered area.

Note: If you are already in a covered area, activation starts immediately.

How do I top up my Mozillion Travel e-SIM plan?
To add more data to your Mozillion Travel e-SIM, follow the same process as when purchasing your initial eSIM. For a detailed guide, see: Topping up my Mozillion Travel e-SIM.
I have multiple data plans on my Mozillion Travel e-SIM account. How do I switch from one plan to another when I change countries?

The switch between different plans happens automatically when you move from one country to another. Your Mozillion Travel e-SIM automatically connects to the local network and activates the plan purchased for that country.

For example, traveling from Spain to Germany: data will be deducted from the Spain plan while in Spain, and automatically from the Germany plan once you arrive in Germany.

What should I do with my Mozillion Travel e-SIM when I return from my trip?

You can use your Mozillion Travel e-SIM repeatedly for future travels.

When you return, you can deactivate the e-SIM on your device (instructions for iPhone, Android, iPad or Laptop) if desired. When ready for your next trip, reactivate it in your device settings.

Once re-activated, you can top up with a new data plan for your upcoming travel. Your Mozillion Travel e-SIM connectivity will be ready upon arrival.

How long is my Mozillion Travel e-SIM preloaded data plan valid if I do not scan the QR code I received?
The preloaded data plan must be activated within 6 months of purchase. You can buy your Mozillion Travel e-SIM now and install it later, as long as you scan the QR code and activate it within 6 months.
I scanned the QR code with my device but got an error message. What should I do?

Possible reasons for an error when scanning the QR code:

  • Your device is not eSIM compatible – use an eSIM compatible device.
  • Your device is SIM-locked – contact your carrier to unlock it.

You scanned the QR code more than 5 times – contact Customer Support for assistance.

I bought a Mozillion Travel e-SIM but lost my phone. What should I do?

The QR code must be activated within 6 months of purchase. If you lose your phone before scanning it, you can still complete installation later on a new or another e-SIM compatible device.

For additional help, contact Customer Support.

Which payment methods are available when purchasing a Mozillion Travel e-SIM from the website?

You can complete your order using the following payment methods:

  • MasterCard
  • Visa
  • Amex
  • Google Pay
  • Apple Pay
What international networks does Mozillion’s Travel eSIM use?
Mozillion’s Travel eSIM connects you to trusted local networks in each destination to provide reliable coverage and data speeds. To see which networks are available in each country, click here.
Can I purchase a second Travel eSIM on my account?
If you’d like to purchase a second Travel eSIM, you’ll need to create a new account to do so.

The installation or compatibility of the eSIM feature may differ by country and/or the model version of the device. Mozillion is not responsible for country or specific model compatibility.

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