1. Which devices support eSIMs?
Please refer to our article on eSIM Compatible Devices.
2. How do I set up the eSIM on my device?
After completing your purchase, you will receive a QR code via email. You can either print the QR code or open it on your computer. Next, on your cell phone, navigate to Settings > Mobile/Cellular Data > Add Data Plan and scan the QR code. Your phone will prompt you to assign a specific name to this data plan. Once configured, you can seamlessly switch between your RUGO data plan and your original plan from your provider. Please note that the RUGO data plan will only become active upon reaching your destination. Upon arrival, enable data roaming in your cellphone settings and activate the RUGO data plan. For detailed instructions on adding a data plan, consult your phone's user manual. Additionally, each eSIM product includes comprehensive setup instructions.
3. When should I set up my eSIM?
We advise setting up your eSIM using WiFi just before your departure. Alternatively, you can activate the eSIM upon arrival at your destination. However, please note that a WiFi connection is required for the initial setup process.
4. How can I get a refund?
We understand that unforeseen circumstances may arise after your purchase. Therefore, you can request a refund under the following circumstances:
- If you purchased the eSIM without verifying compatibility with your cellphone.
- If you canceled your trip or no longer require the eSIM.
- In the event of connection issues, we may offer a full or partial refund.
Once approved, the refund will be credited to the same account used for the payment, typically within 5 to 10 business days.
For further details and terms and conditions, please refer to our Refund Policy.
5. Can I call and send SMS with my RUGO eSIM?
Some RUGO eSIM cards come with a mobile number, allowing you to make and receive calls. However, please note that sending or receiving SMS messages is not supported. You can utilize the eSIM mobile data to maintain connectivity with instant messaging applications like WhatsApp or iMessage.
6. When will I receive my eSIM?
After your payment is processed, we will deliver your RUGO eSIM to the email address provided during the purchase within 24 hours.
7. What is the speed that I will have with the RUGO eSIM?
With your RUGO eSIM, you can connect at 4G, LTE, and 5G speeds, similar to any local data line. However, please note that in remote or low-coverage areas, your mobile connection may operate at lower speeds.
8. What do I do if I delete or lose my eSIM’s QR code?
If you are unable to locate the code, please reach out to our customer support team at info@rugousa.com. We will promptly resend the code to you via email.
9. Problems with slow internet connection or slow internet speed e-SIM?
Slow internet speed can result from various factors, including network congestion, signal interference, distance from the router, and technical issues with the device or network. Here are troubleshooting steps to address slow internet speed on your eSIM:
1. Check signal strength: Ensure you have a strong signal by checking your device's signal strength indicator. If weak, try moving closer to the router or connecting to a different network.
2. Restart your device: Simply restarting your device can often resolve slow internet speed issues. Turn off your device, wait a few seconds, and then turn it back on.
3. Check for software updates: Install any available software updates for your device, as they can fix bugs and improve performance, including internet speed.
4. Reset network settings: Resetting your network settings can fix configuration issues affecting internet speed. Navigate to Settings > System > Reset Options > Reset Wi-Fi, Mobile & Bluetooth to reset network settings.
It's important to acknowledge that network speeds can be impacted by factors beyond your control, such as network congestion, weather, and location. In such cases, patience may be required, or you may consider upgrading to a higher-speed plan or switching network providers.
10. Can I cancel my order?
After purchasing your eSIM, you will promptly receive a confirmation email containing the QR code. Please be aware that the eSIM is a digital product, and once delivered via email, RUGO cannot prevent its use. Therefore, following the purchase of your eSIM, returns or refunds are not feasible, except in cases explicitly specified.