Support

Getting started with Pocket Roam is a breeze! Just follow these simple steps:

1. Choose Your Data Plan: Head to our website or app, enter your travel destination and select a data plan that suits your needs.
2. Scan the QR Code: Once you've purchased a plan, you'll receive a QR code. Scan this code with your QR-enabled smartphone to install your eSIM.
3. Enable Data Roaming: Go to your phone settings and turn on data roaming for the installed eSIM.
4. Stay Connected: That's it! You're now ready to travel and stay connected with Pocket Roam.

We will be with you every step of the way, so don’t hesitate to reach out and chat with our team.

Timing is everything, right? Here’s the lowdown on when to activate your Pocket Roam eSIM.

1. Before you fly: It’s a good idea to activate your eSIM before you leave your country of origin. This way, you can hit the ground running as soon as you arrive at your destination.
2. Plan validity: Your plan does not start until you connect on the other side. This means activating your eSIM before flying will not consume your plan time.
3. Network test: Activating early allows you to test the eSIM and make sure everything works smoothly. No one likes troubleshooting when they’re supported to be enjoying their trip.
4. Last-minute activate: If you need to activate while abroad, ensure you have a Wi-Fi connection to get things rolling.

When should you activate your eSIM? The short answer is when best fits your travel plans, but ideally before you jet off.

Bundles only activate once you land in your destination. This activation happens automatically once you switch on the eSIM upon landing. 

You can queue several bundles for different or the same destination on your eSIM. These will not activate until the SIM card detects a signal in the bundle destination or your previous bundle of the same type has expired.

Need help with your eSIM? Don't worry; we've got you covered. Here's a quick guide on what to do:

1. Check Your Settings: Ensure data roaming is enabled for your eSIM profile on your device.
2. Restart Your Device: Sometimes, a simple restart can resolve connection issues.
3. Reach Out to Our Support: If you're still experiencing issues, remember our customer support team is available 24/7 via our website. We're here to help you.
4. Get a Refund: If we can't resolve the issue, you're eligible for a full refund per our policy.

We're committed to ensuring you have a seamless experience with Pocket Roam, so don't hesitate to reach out for help!

Pocket Roam primarily focuses on data services, meaning our eSIMs are optimized for internet usage. Our eSIMs do not include a dedicated phone number for making or receiving calls.

However, you can easily use VoIP services like WhatsApp, Skype, or Zoom to make voice or video calls while you're connected to the internet via Pocket Roam.

If your device supports dual SIMs, you can also keep your home SIM installed for calls and use your Pocket Roam SIM for data.

Absolutely! You can easily renew your eSIM bundle or even add extra destinations without getting a new eSIM. Here’s how:

1. Purchase a data bundle: Head over to the Pocket Roam website and purchase a data bundle that suits your needs.
2. Activate your bundle: Once you receive the confirmation email, you can activate your data bundle and assign it to your existing eSIM. There is no need to go through the eSIM setup again.

That’s it! Your eSIM will be renewed with the new data bundle, allowing you to continue enjoying seamless connectivity.

Yes, having an unlocked phone is generally necessary to take full advantage of Pocket Roam's eSIM services. Here's why:

1. Carrier Restrictions: If your phone is locked to a specific carrier, you may be unable to use other services like Pocket Roam. An unlocked phone is free from these restrictions.
2. Easier Troubleshooting: Should you encounter any issues while using our eSIM, having an unlocked phone simplifies the troubleshooting process.

If you need clarification on the status of your phone, it's best to check with your current carrier or look into your device settings to confirm it's unlocked before purchasing a Pocket Roam plan.

eSIM technology is supported by a growing list of devices, including the latest smartphones, tablets, and smartwatches. Some popular brands and models that are eSIM-compatible include:

• iPhone 11 and newer
• Google Pixel 3a and newer
• Samsung Galaxy S20 and newer
• And many more!

To check if your specific device supports eSIM, refer to its technical specifications or visit the manufacturer's website. You can also contact us, and we'll be happy to assist you in determining whether your device is eSIM-ready.

View our list of eSIM-compatible devices here.

You bet! If you have a dual-SIM-capable smartphone, you can use your regular SIM card and Pocket Roam eSIM simultaneously. Here's what that means for you:

1. You can keep your phone number! Keep your local number for calls and texts while using your Pocket Roam eSIM for data.
2. By switching off data roaming through your existing SIM card and using the Pocket Roam eSIM, you can steer clear of those exorbitant roaming fees, saving you a significant amount of money.
3. This setup ensures you're always reachable, whether it's a work email or a catch-up call from a mate.
4. No more hassle of carrying multiple phones or SIM cards. The dual-SIM capability of your smartphone simplifies your connectivity needs into one device, making it a convenient solution for your travel.

Remember to check if your phone supports dual-SIM functionality to take full advantage of this feature. Need help finding this information? Don’t hesitate to contact our friendly support team.

You can share the love (and the data)! Here's how hotspots work with your Pocket Roam eSIM:

1. Freedom to Share: You can use your Pocket Roam eSIM data for hot spotting and sharing the connection with other devices, such as laptops, tablets, or friends’ phones.
2. No Extra Charges: Hot spotting comes at no additional cost. It simply uses your existing data plan.
3. Easy Setup: Setting up a hotspot is straightforward and varies by device. Check your phone settings to get started.
4. Data Consumption: Monitor your usage, especially when multiple devices are connected. Hot spotting can eat up data more quickly than you might expect.
5. Coverage: The hotspot will work wherever your Pocket Roam eSIM has coverage, making it handy for group outings or work sessions.

So turn that smartphone into a portable Wi-Fi hub and keep everyone connected!

Roaming is the ability of a mobile device to connect to the internet while you're outside your home network's coverage area. When you "roam," your device connects to a local network in the area you're visiting, allowing you to stay connected. Pocket Roam will enable you to roam across multiple destinations using a single eSIM at a reasonable price.

We encourage you regularly check your data usage to ensure you maintain seamless connectivity.

Not sure how to check your usage? Here is how:

1. Account Dashboard: For an accurate view, you can log into our data usage portal at data.pocketroam.com. Simply use the email address you made the purchase with to login and check your current usage.
2. SMS alerts: You’ll receive SMS notifications when you’ve used 50%, 80%, and 100% of your data allowance, so you’ll always know where you stand. SMS notifications are not available in all destinations.
3. Phone settings: Most smartphones have a Data Usage section in the settings where you can see how much data you’ve used during a certain period. Just make sure to reset this counter when you start using your Pocket Roam eSIM for an accurate reading.
4. Customer support: If you’re having trouble or just want to double-check, our customer support is always there to provide the most up-to-date information.

In urban areas, you can expect strong 4G or 5G coverage with fast data speeds suitable for streaming, video calls, and other high-demand tasks. However, in rural or remote regions, data speeds may be slower due to limited coverage. If you are unsure about coverage within the areas you will be visiting, reach out to our team for additional information on data speed and availability.

We've all been there—your data runs out just when you're about to post that perfect selfie. Here's what happens next:

1. Data Cutoff: Your internet connectivity will be suspended once you've used your data allowance. You won't incur any extra charges.
2. Notification: You'll receive a notification that you've reached your data limit, so there are no surprises.
3. Top-Up Options: Need more data? No problem. You can easily purchase additional data plans through your Pocket Roam account, with just a few clicks.
4. Reconnect: Once you've topped up or purchased a new data plan, you'll be back online and back to your adventure.

No Hidden Fees: At Pocket Roam, we're committed to keeping you connected without any unexpected charges or surprises.

No one likes to leave anything on the table, especially data! Here’s the deal with unused data at Pocket Roam:

1. Data expiry: Your unused data will expire at the end of your plan’s validity period, so use it up while you can!
2. No rollover: Currently, we don’t offer a data rollover feature, which means unused data doesn’t carry over to your next plan.
3. Be informed: You’ll receive notifications as your plan expires, so you have time to use up that data or plan your next purchase.
4. Data top-up: If you run low, you can purchase additional data plans to stay connected.

We aim to provide plans that fit your lifestyle so you always get the most bang for your buck.

Unlimited bundles are on the way! We expect these to be available around mid-2024. Please sign up for our newsletter or keep an eye on our social media pages for the release announcement.

Pocket Roam's eSIMs are primarily data-focused and do not include a dedicated phone number for SMS or calls. If you are receiving SMS messages, it might be due to one of the following reasons:

1. We occasionally send SMS messages with important information about your data plan and usage.
2. Network Glitch: Occasionally, a temporary network glitch could cause this. Restarting your phone usually resolves the issue.
3. Contact Customer Support: If the issue persists, please contact our customer support. We'll investigate the situation and help resolve it as quickly as possible.

We take such matters seriously and will do our best to ensure your Pocket Roam experience is seamless.

Your Pocket Roam QR code is a one-time-use code linked to a specific eSIM profile. Once you’ve scanned it and installed the eSIM on your device, the code can’t be used again for a different device. Here’s why:

1. Our one-time-use QR code system is designed for your convenience. Each code is unique to the eSIM and data plan you’ve purchased, making the installation process secure and straightforward.
2. Limiting the QR code to one device helps maintain the security and integrity of your data plan.

If you need to install the eSIM on a different device, you must purchase a new eSIM and generate a new QR code. If you encounter any issues during the initial installation, please contact our friendly support team for assistance.

Bummer, but don't worry—let's get that sorted:

1. Double-Check Scanning: Ensure you're scanning the QR code correctly and that your phone's camera lens is clean. Sometimes it's as simple as that.
2. Check your internet connection: The first time you install an eSIM, you must be connected to the internet either via your existing SIM card or a WiFi connection.
3. Verify Compatibility: Ensure your smartphone is eSIM and QR code-enabled. Not all devices have this capability.
4. Restart Your Device: If you've correctly scanned the code, but it's not working, try restarting your device and scanning it again.
5. Check for Updates: Ensure your phone's software is up-to-date, as outdated software can sometimes cause issues.
6. Contact Customer Support: If you've tried all of the above and it's still not working, our customer support team is here to help. We'll look into the issue and provide a quick resolution.

Losing or deleting your QR code can be frustrating, but don't worry, we've got you covered:

1. Log In to Your Account: The first step is to go to data.pocketroam.com and log in to your account using the email address you used to make your purchase.
2. Access your QR code: Once logged into your account, select your eSIM and redownload the QR code.
3. Install Again: Once you've received the new QR code, simply scan it with your QR-enabled device to reinstall the eSIM.
4. Activate Roaming: Remember to enable data roaming for your eSIM so you can resume enjoying your Pocket Roam services.

Are you having trouble finding your QR code? Contact our friendly support team, and we’ll help you out.

We get it; plans change. That’s why we’ve got a pretty straightforward refund policy at Pocket Roam:

1. Unactivated Plans: If you haven’t activated your eSIM yet, you’re eligible for a full refund within 30 days of purchase, no questions asked.
2. Activated Plans: Once your data bundle is activated, we are unable to issue a refund. However, we are committed to resolving any issues you may encounter with our service. Please reach out to our support team for assistance.
3. Technical Issues: If you have a valid reason—like a technical glitch on our end that prevents you from using the service—you might be eligible for a refund or credit. Please reach out to our friendly support team for assistance.
4. Process: To request a refund, simply contact our customer support with your order number and reason for the refund. We’ll take it from there.
5. Timeline: Once approved, refunds usually take 5-10 business days to process and appear in your account.

Your satisfaction is our priority, so we’re here to make things right if they go sideways.