Question 1

How fast does Plota support reply?

Accepted Answer

We aim to respond within one business day. Activation and delivery issues are prioritized so you can get online before or during your trip.

Question 2

What should I include when I contact support?

Accepted Answer

Share your order email, destination country, phone model, and a short description of the issue (QR not scanning, no signal, top-up, refund). Screenshots help.

Question 3

Can you help with eSIM installation?

Accepted Answer

Yes. We can walk you through iPhone and Android setup, dual-SIM settings, Data Roaming, APN entry, and what to enable when you land.

Question 4

Where do I manage my eSIM after purchase?

Accepted Answer

Sign in to your Plota account to view plans, APN/network details, usage where available, and top-ups. Purchase emails also include install instructions.

Question 5

How does an eSIM work?

Accepted Answer

An eSIM is a digital SIM built into your phone — no plastic card to swap. You buy a plan, scan a QR code (or use a one-click install link), and a data line appears alongside your normal SIM. Keep your home number for calls and texts; Plota handles travel data.

Question 6

How do I install my eSIM on iPhone?

Accepted Answer

On Wi‑Fi: open Settings → Cellular (or Mobile Data) → Add eSIM / Add Cellular Plan, then scan the QR code from your Plota email or dashboard. Confirm the plan, label the line (e.g. “Travel”), and leave it ready. Turn the line on and enable Data Roaming when you arrive.

Question 7

How do I install my eSIM on Android?

Accepted Answer

On Wi‑Fi: open Settings → Network & internet → SIMs (or Mobile network) → Add eSIM / Download a SIM instead. Scan the QR from your Plota email or dashboard, or paste the activation code if offered. After install, set Plota as the mobile data SIM and turn Data Roaming on for that line when you land.

Question 8

How do I turn on Data Roaming for my eSIM?

Accepted Answer

After install, open Settings → Cellular / Mobile Data → tap the Plota eSIM line → turn Data Roaming On. Also set Mobile Data to use the Plota line (not only your home SIM). Roaming must be on for the eSIM line — that is how prepaid travel eSIMs connect abroad. Your home SIM can stay on for calls/texts with its own roaming left off to avoid carrier fees.

Question 9

What is an APN and how do I set it?

Accepted Answer

APN (Access Point Name) is the network gateway your phone uses for data. Most phones set it automatically after you scan the QR. If you have signal bars but no internet, enter the APN from your confirmation email or Plota dashboard: Settings → Cellular / Mobile Data → Plota eSIM → Cellular Data Network / Access Point Names. Save, toggle airplane mode once, and retry with Data Roaming on.

Question 10

When should I install the eSIM vs turn it on?

Accepted Answer

Install on Wi‑Fi before you fly (home, hotel, airport lounge). Validity usually starts when the eSIM first connects to a supported network at your destination — not when you scan the QR. When you land, set mobile data to Plota, turn Data Roaming on for that line, and you should be online in under two minutes.

Question 11

What if I have no internet after installing?

Accepted Answer

Check four things: (1) Mobile Data is set to the Plota eSIM, (2) Data Roaming is On for that line, (3) the APN matches your order email/dashboard if the phone asks for one, (4) you are in a covered area on a supported network. Toggle airplane mode for 10 seconds. Still stuck? Email support@plota.app with your order email and phone model.

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