How can we help?

📶 No data / won't connect

1. Turn on Data Roaming for the Num line: Settings → Cellular → your Num plan → Data Roaming. This is normal for a travel eSIM and does not add roaming charges.
2. Set Num as your Cellular Data line: Settings → Cellular → Cellular Data → Num.
3. Make sure you've arrived at your destination — most plans start when the eSIM first connects to a local network.
4. Toggle Airplane mode off and on, or restart the phone.

Still nothing? Message us with your order reference and we'll reissue or refund.

📲 Install your eSIM

1. Open the Num app → My eSIMs → tap your plan to see the QR code and steps. It's also emailed to you.
2. On the phone you'll travel with: Settings → Cellular → Add eSIM → Use QR Code.
3. Install over Wi-Fi before you fly — then it's ready the moment you land.

Installing on the same phone? Tap the install link in the app and it sets up without a second device.

🔋 Top up or check data

• See how much data is left in the app under My eSIMs.
• Reloadable plans (marked in the app) can be topped up in-app — no reinstall, same eSIM.
• If a plan isn't reloadable, just buy a fresh one; you can keep it installed for next time.

💳 Refunds, receipts & billing

• If an eSIM can't be issued after payment, it's refunded automatically.
• Receipts: in-app purchases are billed by Apple and appear on your Apple receipt; card payments get an emailed receipt.
• Anything else — a wrong plan, a double charge — message us with your order reference and we'll fix it.

⭐ Num VIP membership

• If VIP didn't unlock after paying, open the app and tap Restore purchases (Profile → Membership).
• Make sure you're signed in with the Apple ID you subscribed with.
• Manage or cancel anytime in Settings → your name → Subscriptions on your iPhone.

📱 Phone & number

• Works on most iPhones from XR/XS onward, as long as the handset is carrier-unlocked.
• You keep your own number — Num runs as a data line alongside your normal SIM.
• Check your device →