Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. Instead of inserting a plastic card, you scan a QR code (or enter the activation details manually) and your data plan is installed in seconds.

Question 2

How does Zelbro work?

Accepted Answer

Pick your destination, choose a data plan, pay by card, and your eSIM is delivered to your Dashboard right after payment — usually within a minute. Install it before you fly and it activates automatically when you land.

Question 3

Do I keep my regular phone number?

Accepted Answer

Yes. Your physical SIM stays active for calls and SMS, while the Zelbro eSIM handles mobile data. Just set the eSIM as your data line and keep roaming off on your home line.

Question 4

Can I install the eSIM before my trip?

Accepted Answer

Yes, and we recommend it. Install at home on Wi-Fi. Validity only starts when the eSIM first connects to a network at your destination.

Question 5

Is my phone compatible?

Accepted Answer

Most modern phones support eSIM: iPhone XS and newer, Samsung Galaxy S20 and newer, Google Pixel 3 and newer, and many others. Use our Compatibility Checker to confirm your exact model.

Question 6

What does 'carrier-unlocked' mean?

Accepted Answer

Your phone must not be locked to a single operator. Dial *#06# — if an EID number appears, your device supports eSIM; then ask your operator to confirm it is unlocked.

Question 7

What if I buy and my phone is not compatible?

Accepted Answer

At checkout you confirm that you have verified eSIM support. Because the profile is issued instantly by our provider, plans bought for an incompatible or locked phone cannot be refunded — please check first.

Question 8

How do I check coverage for a country?

Accepted Answer

Use the coverage checker on the home page or open the country page directly, for example /coverage/italy. You will see supported networks, speeds and every available plan.

Question 9

What plan lengths do you offer?

Accepted Answer

Plans run for 7, 15 or 30 days. Our most popular option is 10 GB for 30 days; the 5 GB / 30-day plan is the best value for light users.

Question 10

What is the difference between country and global plans?

Accepted Answer

Country plans work in one destination. Global and unlimited plans, available on the Global page, cover many countries with a single profile — ideal for multi-stop trips.

Question 11

Are prices always up to date?

Accepted Answer

Yes. Prices are calculated live from our network provider, so what you see at checkout is what you pay. Taxes, if applicable, are shown before payment.

Question 12

Do you offer a discount for several eSIMs?

Accepted Answer

Yes. Buy 2–4 eSIMs in one order and a 10% bulk discount is applied automatically — perfect for families and teams.

Question 13

What speeds will I get?

Accepted Answer

Most destinations support 4G/LTE and many support 5G. Real-world speed depends on the local partner network, your device and your location.

Question 14

How do I pay?

Accepted Answer

Securely by card through Stripe. We never see or store your full card details — only the last four digits, shown on your receipt.

Question 15

Can I download an invoice or receipt?

Accepted Answer

Yes. Open your Dashboard and download a PDF receipt for any order. It includes your name, the plan, the amount paid and the last four digits of your card.

Question 16

My order says 'Preparing' — what does that mean?

Accepted Answer

Payment succeeded and your eSIM is being issued. This can happen briefly when our provider is busy. It completes automatically and your eSIM appears in the Dashboard — no action needed from you.

Question 17

Can I buy for someone else?

Accepted Answer

Yes. Buy the plan in your account and share the QR code or the manual installation details with them from your Dashboard.

Question 18

How do I install my eSIM?

Accepted Answer

Open your Dashboard, scan the QR code with the traveller's phone camera, give the line a clear name such as 'Zelbro Travel', and set it as your data line. The full walkthrough is in our Install Guide.

Question 19

Can I install without scanning a QR code?

Accepted Answer

Yes. Every active eSIM in the Dashboard has a 'Manual installation' panel with the SM-DP+ address, activation code and ICCID, ready to copy into your phone settings.

Question 20

When does validity start?

Accepted Answer

When the eSIM first connects to a supported network at your destination — not at the moment of purchase.

Question 21

Do I get a phone number with my eSIM?

Accepted Answer

Most travel plans are data only. When the plan includes a number, it is shown on the eSIM card in your Dashboard.

Question 22

I landed but I have no internet. What now?

Accepted Answer

Turn Data Roaming on for the Zelbro line, make sure it is selected as the data line, then switch airplane mode on and off. Restarting the phone solves most cases.

Question 23

Do I need to set an APN?

Accepted Answer

Usually not — the profile configures itself. If data still fails, check the APN in your cellular settings against the value shown in the Install Guide.

Question 24

The phone won't connect to any network.

Accepted Answer

Open network selection, switch from automatic to manual, and pick one of the supported partner networks listed on your destination's coverage page.

Question 25

Can I check how much data I have left?

Accepted Answer

Yes. Your Dashboard shows live usage, remaining data and the expiry date for each eSIM, refreshed directly from the network.

Question 26

Can I add more data?

Accepted Answer

Yes. Buy a top-up for the same destination from the coverage page, or simply buy a new plan — both work on the same device.

Question 27

What do I need to register?

Accepted Answer

Your full name, email, phone number and region of residence. We also ask how you found us, which helps us improve our service.

Question 28

How do I change my password?

Accepted Answer

From the Dashboard you can change your password at any time, or use the reset link on the sign-in page if you have forgotten it.

Question 29

What is a customer group?

Accepted Answer

Business and frequent customers can be placed into a group with negotiated pricing. If you belong to one, your Dashboard shows the group and every plan displays your reduced price next to the original one.

Question 30

How do I contact support?

Accepted Answer

Open the Support page and send us a message — please include your order number or ICCID. You will get the reply in your account, and our team answers as quickly as possible.

Question 31

How does the partner program work?

Accepted Answer

Apply on the Partners page. Once approved, you get a personal referral link and a partner area in your Dashboard with sales, earnings and payouts.

Question 32

How much do partners earn?

Accepted Answer

Partners earn 5% commission on every completed sale made through their link.

Question 33

How do I get paid?

Accepted Answer

Your commission accumulates as an available balance in the Partner Zone. Request a withdrawal and our team processes the payout; the balance resets once paid.

Question 34

What is the refund policy?

Accepted Answer

Failed deliveries are refunded automatically to the original payment method. Non-activated eSIMs can be refunded within 14 days. Activated plans, and plans bought for an incompatible or locked device, are non-refundable. See our Refund Policy for full details.

Question 35

How do you handle my personal data?

Accepted Answer

We collect only what is needed to deliver your eSIM and support you, and we never sell your data. Full details are in our Privacy Policy.

Question 36

Who is Zelbro Digital?

Accepted Answer

Zelbro Digital LLC is a US-based company providing digital connectivity solutions, including this global eSIM marketplace. We also build websites, offer workforce management and set up and manage Discord servers for businesses and communities. Registered address: 1021 E Lincolnway 10462, Cheyenne, WY 82001, USA.

Question 37

How can I reach you?

Accepted Answer

Email admin@zelbro.com or use the Support page in your account — that is the fastest route for anything related to an existing order.

Frequently asked questions

Getting started

Device compatibility

Plans, coverage & pricing

Payment & orders

Installation & activation

Troubleshooting

Account, groups & support

Partner program

Refunds, legal & company