eSIM by interCaribbean: help and FAQ

For any device to be “eSIM enabled” it should support eSIM and shouldn’t be locked by the primary carrier. Mobile devices that support eSIM currently include the following (as of Sep. 2024):

Apple iPhones*:

• iPhone 17 (all models)
• iPhone 16 (all models)
• iPhone 15 (all models)
• iPhone 14 (all models)
• iPhone 13 (all models)
• iPhone 12, 12 Pro, 12 Pro Max, 12 Mini
• iPhone SE (from 2020)
• iPhone 11, 11 Pro, 11 Pro Max
• iPhone XS, XS Max
• iPhone XR

Android Phones** (please refer to footnote for dual-SIM Android devices):

• Google: Pixel 10, 9, 8, 7, 6, 5, 4, 4a, 3 & 3XL, 2, Pixel Fold
• Samsung: Galaxy S26, S25, S24, S23, S22, S21, Note 20, 20+, Galaxy S20, S20+, S20 Ultra, Galaxy A54 5G, Fold, Z Fold, Z Flip
• Sony: Xperia 10 III Lite, Xperia 10 IV, Xperia 10V, Xperia 1 IV, Xperia 5 IV, Xperia 1 V, Xperia Ace III
• Sharp: Aquos R8 Pro, Aquos R8, Aquos R7, Simple Sumaho 6, Aquos Zero 6, Aquos Sense4 lite, Aquos wish3, Aquos Wish 2 SHG08, Aquos Wish, Aquos Sense 7plus, Aquos Sense 7, Aquos Sense6s
• Huawei: Mate 40 Pro, P40, P40 Pro
• Oppo: A55s 5G, Find X5 Pro, Find X5, Reno 6 Pro, Reno 5A, N2 Flip, Find X3 Pro
• Xiaomi phones with eSIM: View compatible Xiaomi phones
• Motorola: G53J 5G, G52J 5G, G52J 5G, Edge 40 Pro, Edge+, Razr+, Razr 40 Ultra, Razr 40, Razr 5G, Razr 2019
• Rakuten: Big, Big-S, Mini
• Other phones: Nuu Mobile X5, Gemini PDA, Lenovo Yoga 630, OnePlus 11, Nokia X30, Nokia G60 5G, Nokia XR21 etc.

Tablets (with cellular/wireless feature):

• iPad (starting with 7th generation)
• iPad Pro (starting with 1st generation)
• iPad Air (starting with 3rd generation)
• iPad mini
• Microsoft Surface (Go, Pro, Pro X), etc.

Laptops (with cellular/wireless feature):

• HP: Elitebook G5, Probook, Zbook, Specture
• Acer: Swift 3, 7
• Dell: Latitude starting 7210
• Samsung: Galaxy Book 2

* Except early iPhone models distributed in China (with dual SIM cards).

** Certain Android devices may not have the eSIM feature and instead have two SIM card slots. Please confirm with your device provider that your phone has eSIM. You may also check if your Android phone has the eSIM feature by confirming that you can see the following: Settings > Connections > SIM manager > Add eSIM.

Cellular or mobile data is measured in Kilobytes (KB), Megabytes (MB), and Gigabytes (GB). 1,000KB = 1MB and 1,000MB = 1GB.

Cellular or mobile data usage varies from one person to another. On average, you may need:

• For 1–3 days: 1GB
• For 4–5 days: 3GB
• For 6–9 days: 5GB
• For 10–12 days: 5–8GB
• For 12+ days: 8–20GB

To avoid using your travel data on iCloud or mobile app updates, we recommend:

1. Keep Background App Refresh on Wi-Fi only. On iPhone: Go to Settings > General > Background App Refresh, then select Wi-Fi.
2. Turn off Wi-Fi Assist and prevent iCloud from using cellular/mobile data. On iPhone: Go to Settings > Cellular (or Mobile Data), scroll down, and turn off Wi-Fi Assist, iCloud Drive, and iCloud Backup for cellular data.

You can install your eSIM by interCaribbean on your device anytime before your trip. Installation requires Wi-Fi and takes couple minutes.

The eSIM service will only work in your destination and during your service dates.

You can install your eSIM by interCaribbean on your device anytime before your trip. Installation requires Wi-Fi and usually takes just a few minutes.

Your eSIM service will only work at your destination and during the service dates included in your plan.

To add the interCaribbean cellular data eSIM to an eSIM-enabled iPhone (iPhone XR or newer), make sure your phone is connected to Wi-Fi, then follow these steps:

1. Open the Camera app, scan the eSIM QR code, and tap Cellular Plan. If your Camera app does not detect the QR code, go to Settings > Camera and make sure Scan QR Codes is turned on.
2. Tap Continue. It may take up to 20 seconds to proceed.
3. Once the eSIM setup is complete, tap Done and choose labels for your cellular plans.
4. Select Primary as the default line for voice and SMS, then tap Continue.
5. Tap Continue.
6. Select your interCaribbean eSIM for Cellular Data, then tap Continue. Common eSIM labels include Travel, Secondary, Business, or Cellular Data.
7. After setup is complete, make sure Data Roaming is turned on for your eSIM. Go to Settings > Cellular > your interCaribbean eSIM, then turn on Data Roaming.

For eSIM-enabled Android devices, such as Samsung Galaxy S20 or newer models, make sure your phone is connected to Wi-Fi, then follow these steps:

1. Go to Settings, then tap Network & internet or Connections.
2. Tap SIM card manager or SIM manager.
3. Select Add Mobile Plan or tap the + icon.
4. Select Scan Carrier QR Code. On some devices, you may need to tap Don’t have a SIM card?
5. Scan the eSIM QR code provided in your email.
6. Once your plan is registered, tap OK or follow the on-screen instructions to turn it on.
7. Your interCaribbean eSIM will now appear in SIM manager.
8. Make sure the eSIM is turned on under Mobile Network.
9. Enable Mobile Data and Data Roaming for your interCaribbean eSIM.

The easiest way to activate your eSIM by interCaribbean on an eSIM-enabled phone, whether iPhone or Android, is to tap the eSIM activation link provided in your email.

For eSIM-enabled iPhones (iPhone XR/XS or newer) running iOS 17.4 or later, you can also install the eSIM directly from the QR code:

1. Long press the eSIM QR code received by email or shown on your phone to open the menu.
2. Tap Add eSIM.
3. Follow the eSIM installation steps from Step 2 onward. You do not need to scan the QR code separately.

You can check your eSIM data balance or top up your plan by logging in to your interCaribbean eSIM account .

If you do not have an account yet, sign up using the same email address you used when purchasing your eSIM.

It usually takes just a few minutes to install your eSIM by interCaribbean. If your service start date is in the future, activation may take a little longer.

If your eSIM shows Activating for more than a few minutes, try one of the following:

• Turn Airplane Mode on for about one minute, then turn it off again.
• Restart your device.

eSIM activation links are an easy and secure way to install a new eSIM on an iPhone or Android phone. The links usually look like this:

• iPhone (iOS): https://esimsetup.apple.com/esim_qrcode_provisioning?carddata=LPA:1$CELITECH.IDEMIA.IO$AAAAA-BBBBB-CCCCC-DDDDD
• Android: https://esimsetup.android.com/esim_qrcode_provisioning?carddata=LPA:1$CELITECH.IDEMIA.IO$AAAAA-BBBBB-CCCCC-DDDDD

To activate your eSIM using an activation link, your device must meet the following requirements:

1. Your phone must support eSIM.
2. Your phone must be connected to the internet, for example via Wi-Fi. Activation usually takes 1–2 minutes.
3. Your phone must meet the following minimum software requirements:
   • iPhone: iOS 17.4 or later
   • Android: Android 10 or later, with the latest Google Mobile Services (GMS)*

To update your phone to the latest software while connected to Wi-Fi:

• iPhone: Settings > General > Software Update
• Android: Settings > About Phone > System Update

* Please note: Some Android devices do not support Google Mobile Services (GMS), including:

• Huawei devices released after 2019: Some models, such as Huawei P40 and Mate 30 series, use Huawei Mobile Services (HMS) instead of Google services.
• Phones made for the Chinese domestic market: Some Android devices sold in China may not include GMS.
• Some lower-spec devices: Devices with limited storage or older software may not support current GMS requirements.

eSIM QR codes only work with unlocked, eSIM-enabled devices. Please check the list of supported eSIM devices before installation.

If you have already scanned the eSIM QR code once using your phone’s camera, the eSIM may already be installed on your device. The same QR code usually cannot be installed a second time, which may be why you are seeing an error message.

To check whether your eSIM is already installed, review your device settings.

On iPhone:

• Go to Settings > Cellular or Mobile Service.
• Under Cellular Plans or SIMs, check whether a second line appears below your primary line.
• The second line may be labelled Secondary, Business, Personal, or Cellular Data.
• This second line may be your installed interCaribbean eSIM.
• Tap the eSIM and make sure Data Roaming is turned on before using it at your destination.

The eSIM QR code can only be installed once and on one device. If you delete your eSIM by interCaribbean from your phone, you will not be able to reinstall it using the same QR code.

For further assistance, contact our eSIM support team .

Our support team can help with installation issues, activation questions, or account queries. Contact our eSIM support team any time after purchase and we’ll help you get connected.