Frequently asked questions
Short answers to the most common questions.
When does my eSIM start?
Validity starts when the eSIM first connects to a network in your destination country, not when you buy it. You can install it at home before you fly.
Does my primary number stay active?
Yes. Yuscom plans are data-only. Your primary number stays active for WhatsApp, SMS, and OTP. Just make sure mobile data is routed to the Yuscom eSIM.
How do I install an eSIM on iPhone?
iOS 17.4+ can use the one-tap install button on the installation page. Otherwise: Settings → Cellular → Add eSIM → Use QR Code, then scan the QR from your order page.
How do I install an eSIM on Android?
Open Settings → Network & internet → SIM → Add SIM / Download a SIM instead, then scan the QR or enter the SM-DP+ address and activation code manually.
I deleted my eSIM. Can I reinstall it?
Yes, as long as the profile has not been permanently removed from another device. Open My eSIMs, select the eSIM, and reuse the same activation code. If it fails, contact support.
eSIM installed but there is no internet
Make sure the Yuscom eSIM is on, data roaming is enabled, and mobile data is routed to the Yuscom eSIM. On iPhone: Settings → Cellular → select the eSIM → Network Selection → choose automatic.
Can I use a hotspot?
It depends on the plan. Hotspot support is shown on the plan page before you buy. Unlimited plans generally support hotspot under the fair-use policy.
Why is my internet slow?
Check your remaining data and the plan's fair-use policy. If you still have data but speeds are slow, try another network operator in settings or contact support with your order ID.
Which payment methods are supported?
QRIS, Virtual Account (BCA, BNI, BRI, Mandiri), e-wallets (OVO, DANA, ShopeePay, GoPay), and Visa or Mastercard credit/debit cards.
I paid but the status has not changed
Payments usually confirm within 1–3 minutes. If it takes more than 15 minutes, open the order page and contact support with your order ID and proof of payment.
How do I get a receipt or invoice?
Every order has a receipt page you can print or save as PDF. Open Orders → select the order → View receipt.
When can I request a refund?
Full refund if the eSIM is not installed within 30 days, installation fails due to a system error, or you chose the wrong destination and have not installed it. Partial refunds apply to partially used eSIMs.
How long does a refund take?
Once approved, funds return to the original payment method within 1–7 business days, depending on your bank or e-wallet provider.
How do I change my account email?
Your email is linked to existing orders and eSIMs, so changes are handled by support to prevent losing access. Contact us with your latest order ID.
How do I delete my account?
Open Account → Security → Delete account. Transaction history is retained as required by tax law, but the account can no longer be used.
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