FAQs

SIM profiles can be switched around easily if you’ve got the technology required to do so. Luckily, most modern devices can do this with no issue.

Once you have your SIM profiles set up, you can toggle between them from the appropriate section in your settings. You should be able to change at will:

• Ensure your device supports switching SIM profiles.
• Set up your SIM profiles on your device.
• Toggle between them in your settings as needed.

You can remove the Golden eSIM at any time.

Note: First, check if you have used up all your GB or Unlimited data bundles, as these will no longer work when removing the eSIM.

If you plan on travelling to the same country again in the near future, you can keep the Golden eSIM and use it again. Just purchase a new mobile internet bundle in the Golden eSIM app or web shop and use it on this eSIM.

Any data that you purchase with us has an expiration date. Once the expiration date is passed the data will be unusable and cannot be refunded or saved.

Regional bundles

When travelling through multiple countries in a region select one of our regional bundles, offering seamless use of mobile internet in all countries included.

Multiple bundles

You can also, before leaving, select and install 2 or more eSIMs for the countries you will visit.

When travelling, just before entering a country switch the eSIM for that country ON and you will be able to use the mobile internet bundle for that specific country.

If you want to buy an eSIM before travelling, note the following:

• After installing your eSIM, it needs to be activated within 12 months. After that, it will expire and you need to delete it and install a new one.
• The validity period of your data bundle will start from when you first activate the eSIM. So, activate your eSIM just before you travel.

No, you do not.

The Golden eSIM that you get comes with a mobile internet data bundle only. It does not come with another mobile number.

If you install an eSIM into your device, then you can still use your iMessage functions. However, the following criteria need to be met:

• The SIM that originally had the iMessage function needs to stay switched on at all times.
• Data roaming needs to be turned OFF on your primary SIM to ensure that only your eSIM is used for data.

With these guidelines in place, you can still receive messages through your phone number as normal.

Yes you can.

You can access all your social media platforms like Facebook, Twitter, Instagram, TikTok, Snapchat, Youtube, Whatsapp, Telegramo, Signal and more if you’re connected. Of course you need to have an account and have access rights.

If you have a mobile internet data bundle then you are free to browse the internet with it as you see fit.

However, it is important to understand that there may be rules and restrictions on the content you access owing to the laws of the country or the terms of your service provider. Certain websites will simply be blocked regardless of how you try to access them or with what (e)SIM.

No it does not lock your phone in any way.

Absolutely! Do please note:

• You need a 5G device
• There has to be 5G

No, an eSIM will not drain your battery any faster than a physical SIM card.

For many, the issues surrounding batteries often come from background processes running, apps being open, or their overall battery health being lower.

You can use an eSIM from mobile devices offered by any of the major smart phone brands. Google, Apple, Motorola and Huawei are just a few of the brands that use eSIM technology. However, you will need a modern device to be able to use the eSIM feature.

To check if your device is compatible for eSIMs, check compatibility.

No, not at the moment, however, this feature will be added in the future.

Your eSIM is better for the environment than a plastic SIM because it does not generate any waste. A traditional SIM card costs money to manufacture, package and distribute and you’ll need to dispose of it once it is no longer usable.

An eSIM does not have this issue.

Yes, it will.

Note there are only a handful of devices which exclusively use an eSIM.

The eSIM plans we offer are only for data use. This means that you can’t make a ‘traditional’ call or send an SMS. And you should be glad, as calls (and even incoming calls) abroad are expensive.

However, messaging or calling via apps that use your mobile internet bundle, like WhatsApp, works fine. Apart from the use of data from your bundle there are no costs associated with calling via WhatsApp, MS Teams, or other apps.

Golden tips

• Configure your voicemail before leaving, stating you are abroad and can be called through WhatsApp.
• Turn off your physical SIM before arriving and switch to using data on your Golden eSIM.

Want to keep receiving calls on your mobile number?

• Go to ‘Settings’ on your device
• Go to Primary SIM:
  • Do NOT switch this SIM off
  • But do switch its data roaming OFF

Upon arrival you will be able to receive calls and SMS, but all mobile internet data will go through your Golden eSIM.

Nothing happens. Just keep your SIM in your phone.

When you travel, you use the eSIM for mobile internet. Your ‘home’ SIM card (the card you use daily when at home) is not used for mobile internet abroad.

Once you come back home, your home SIM card will work as before (just switch the home SIM back to ON in the settings of your device).

Yes you can if you go to the same country.

So long as you continue to purchase additional data for the eSIM that you have, you can keep using it for as long as you would like.

Here’s how:

• Do not delete the eSIM when you come back from your trip
• Buy a new mobile internet bundle via the Golden eSIM app or on the website every time you travel.

Note that your eSIM will expire when not used for more than 12 months after last usage. You will need to install a new eSIM in that case.

If you visit a different country you cannot use the same eSIM. You will need to install a new eSIM in that case.

SIM stands for Subscriber Identity Module. It identifies what networks and what services you are allowed to use with your device, and at what price. The physical SIM card has to be inserted in your device.

eSIM stands for ‘embedded SIM’. This means the card is downloaded and installed on your phone.

An eSIM does the same as a SIM card, but it is not a physical plastic card.

So, same functionality, no plastic!

There are many benefits to using an eSIM for your phone:

• Save money: cheaper mobile internet abroad
• Convenience: You don’t have to search for a physical SIM for your mobile internet data
• Keep using: You can use your eSIM in place of a normal SIM card to bypass restrictions surrounding data or services you want to use
• Safer: an eSIM is safer than public WIFI
• Doesn’t break: an eSIM is not a fragile SIM card, so it will never break
• No plastics: printing, packing and distributing a physical SIM card costs a lot of energy and plastics. An eSIM is software only!

Yes it is!

Our Unlimited bundles include unlimited daily internet access over a 24-hour period. However, a high-speed allowance available,subject to the network speed and local signal. Users exceeding the daily 1 GB high-speed allowance will be limited to 512 Kbps for the remainder of that 24 hour period. Don’t worry: even at this speed you will be able to browse the internet, use social media, listen to music, use Google maps and make video calls.

Always maximum speed, no limitations on all Golden eSIM GB bundles.

The Golden eSIM GB bundles from 1GB to 50 GB always and completely offer you the highest speed available, subject to the network speed and local signal.

‘Mobile internet’ is a term used for any data you use while on the go (not via WIFI) with a mobile device. This can be browsing the internet, using Google Maps, checking your mail, using socials, listening to Spotify etc. Anything that will consume data.

To be able to use mobile internet you need:

• A device (smartphone/tablet/laptop)
• A SIM card or eSIM
• A mobile internet bundle

A mobile internet bundle is a bundle of data that allows you to use a certain amount of data in Gigabytes (GB) or in a number of days (Unlimited data), until the bundle is consumed.

Golden eSIM offers bundles in two forms:

• Unlimited bundles, ranging from 1 day to 60 days
• GB bundles, ranging from 1GB to 50GB

There are several reasons why you might be unable to scan your QR. Here’s a few things you can do to resolve the problem:

• Check to make sure that your phone is compatible with an eSIM. Some older models of mobile phones aren’t compatible.
• Check your QR code to verify it is legitimate. Look for any signs of damage or incomplete lines. If the problem persists, obtain a new code.
• Make sure that your eSIM is activated from your phone settings.
• Ensure that you scan the code in good lighting conditions - poor lighting can interfere with a clean scan.
• Move your phone closer to the QR code, and if possible, align it with the markers on the camera.
• Try and restart your phone and see if the problem corrects itself.

Problem not resolved: contact Support.

You will need to check your phone settings to identify whether or not you have the correct eSIM enabled. The steps to do so for each type of device are listed below:

iOS Devices:

• Go to the Settings app on your device
• Go into the section marked ‘Mobile Data’.
• Click the eSIM you want to use.
• Make sure the toggle button for ‘Turn On This Line’ is green.
• Once these steps are complete, your eSIM should be on.

Android Devices:

• Go to the Settings app.
• Go to the section marked ‘SIM Cards and Mobile Networks’.
• Navigate down to the section marked ‘Manage eSIM’.
• In this section, ensure that the correct eSIM is enabled. If the eSIM is not turned on, turn it on.
• Once these steps are complete, your eSIM should be on.

Alternatively, if you switch off each eSIM sequentially, you can determine which one you need through a process of trial and error.

Problem not resolved: contact Support.

The process for checking if your eSIM is activated is similar to turning it on. Let’s look at instructions for both devices again:

Apple iOS devices:

• Go to the Settings app.
• Go into the section marked ‘Mobile Data’.
• If your eSIM is installed in the phone, it will be displayed in the menu.
• Make sure the toggle button for ‘Turn On This Line’ is green.

Android Devices:

• Go into the Settings app.
• Go to the section marked ‘SIM Cards and Mobile Networks’.
• Navigate down to the section marked ‘Manage eSIM’.
• In this section, ensure that the correct eSIM is enabled. If the eSIM is not turned on, turn it on now.

Problem not resolved: contact Support.

If you install an eSIM and the physical SIM card in your phone stops working, there are a number of things you can do to try and fix the problem:

• Ensure that your SIM card is inserted properly, as a loose or badly inserted SIM can cause connection issues.
• Check your device settings to ensure that your physical SIM is still activated - you may have accidentally turned it off.
• Restart your device, and see if this fixes the issues with the SIM card.
• Remove and reinsert the SIM card if the issue still persists.
• If all else fails, contact your carrier and see if they can resolve the issue for you.
• In some cases, you can’t have both a physical and digital SIM in the same handset. See the specs of your device.

Problem not resolved: contact Support.

If installing your eSIM creates an issue with your iMessage, there are a few things you can do to resolve the problem:

• Ensure that your eSIM is installed and working properly
• Check your iMessage settings through your phone to see if it has been accidentally disabled.
• Turn your device off and on to reset it and see if this fixes the issue.
• Check your network settings. Ensure that you have either a working WIFI connection or cellular coverage.
• Update your device to the latest version of iOS.
• If these solutions don’t fix the problem, you may need to contact Apple Support.

Problem not resolved: contact Support.

All Golden eSIM come with an automatic APN, or Access Point Name. However, if you need to configure it manually, here is what you do:

iOS Devices:

• Go to your Settings app.
• Find the section labelled ‘Mobile/Cellular Data’.
• Select your eSIM plan.
• Enter the access name in the appropriate section.

Android Devices:

• Go to your Settings app.
• Navigate to the ‘Network and Internet’ section.
• Find your mobile network.
• Find the space to input the APN.

Problem not resolved: contact Support.

If you’re struggling with slow internet speeds, there are a few things you can try:

• Check your network coverage - poor coverage or high traffic in the area can slow down your connection.
• Make sure that you have enough data to use the internet - some applications or videos can take a lot of data to play properly.
• Reset the network settings on your device.
• Close down apps and background processes which require a large amount of data.
• Clear the cache on your device to stop any hidden data use.
• Restart your device to see if the problem fixes itself.

Problem not resolved: contact Support.

If you can’t connect an eSIM to your iOS device, here’s a few things you can try:

• Ensure that your device is compatible with an eSIM. Many older Apple devices are not eSIM compatible.
• Check to see if your carrier supports eSIM usage - speak to them directly if you are unsure.
• Activate the eSIM from your device settings.
• Verify your eSIM settings to ensure that they are correct and working. Speak to us if you’re not sure.
• Restart your device and see if the problem resolves itself.
• Make sure that your iOS device is updated to the latest version.
• Reset your network settings to see if this fixes the problem.

Problem not resolved: contact Support.

In some cases, you’ll get an error message when trying to activate your new Golden eSIM.

You can get it for the following reasons:

• You have a weak network connection which is causing the eSIM to not work properly.
• Your carrier has restrictions on eSIM plans and you can’t use them with your current provider.
• Your device is too old to use an eSIM or isn’t compatible with it.
• You may have a problem with your device which is stopping the eSIM from being used.

If you are getting an error message, there’s a couple of things you can try to fix it:

• Make sure your device has a strong, consistent connection.
• Check with your network provider to make sure you can use an eSIM.
• Ensure that your device software is up-to-date.
• Try removing and then adding the eSIM plan all over again.

Problem not resolved: contact Support.

If you have a device which is locked to a specific network, you won’t be able to use an eSIM. You need to unlock your device to use it, which you can do in one of the following ways:

• Contact your carrier and ask them if they can unlock it for you. Some providers won’t unlock it as part of the terms of your contract, but it is worth asking.
• You can try and use a third-party unlocking device, but this may violate your contract or void the warranty of your device.
• You can also purchase a new device or simply use a different one for your eSIM.

Problem not resolved: contact Support.

You may get an error message if:

• the QR code hasn’t been scanned properly, or
• the eSIM isn’t installed right, or
• due to a bad connection, or
• due to bad lighting.

Problem not resolved: contact Support.

Sometimes, you’ll get an error message which says you have a ‘PDP Authentication Failure’. The PDP is a packet data protocol, and it’s to do with how data is sent over your network. If you get this error, there are a few things that might cause it:

• You might have incorrect network settings.
• You may have issues with your network coverage.
• You might be experiencing issues with your account.
• There may be a problem with your device.

Luckily, there are a couple of things you can do to fix the problem:

• Verify that your device is capable of using an eSIM.
• Check that the APN settings are configured properly.
• Make sure that your account is active and verified.
• Make sure that your device is up-to-date and working.
• Restart your device and try to use the plan again.

Problem not resolved: contact Support.

If you’re struggling to connect your eSIM to your Android Device, here’s what you can do:

• Ensure that your device is capable of using an eSIM. Not every Android phone is compatible, some are older and don’t support eSIM cards.
• Check to see if your carrier supports the use of an eSIM. Not all networks give you access to an eSIM and will therefore restrict you.
• Go into the internet settings of your device and enable the eSIM.
• Scan the QR code to activate your new eSIM.
• Make sure that the details are correct to use the eSIM.
• Restart your device and try again if it doesn’t resolve itself.

If you try to add a new eSIM to your device and your carrier network doesn’t support it, you’ll be given an error message. There are a few reasons why this is the case:

• Some carriers have restrictions on eSIM devices and other types of software.
• Your device may be locked to your existing carrier as part of the contract you have, in which case you’d need to unlock it or get a new device.

If you’re getting an error message like this one, it is worth speaking to your network provider to see if there is anything they can do.