Customer Support & FAQs
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Common Troubleshooting
Yes. CAYLET eSIM can be successfully activated and used in mainland China. Mobile data may be delivered through regional roaming infrastructure. Actual IP location, ASN, routing and available carrier vary by plan, physical location and upstream provider.
Note: Mobile phones issued in Mainland China typically restrict scanning foreign eSIMs. For example, China-model iPhones with eSIM capability can only scan successfully when physically located outside China. Therefore, Mainland users must use an unlocked non-China model phone or purchase an eSIM adapter to use the service.
Note: Mobile phones issued in Mainland China typically restrict scanning foreign eSIMs. For example, China-model iPhones with eSIM capability can only scan successfully when physically located outside China. Therefore, Mainland users must use an unlocked non-China model phone or purchase an eSIM adapter to use the service.
After activation, most eSIM services primarily utilize roaming routing (also known as home routing) via partner carriers. This means mobile data may be delivered through regional roaming infrastructure. Actual IP location, ASN, routing and available carrier vary by plan, physical location and upstream provider. Consequently, your public IP address will typically reflect the location of that transit hub (roaming IP) rather than your current physical country. This is also why you must enable "Data Roaming" in your device settings to connect to the network.
No, CAYLET eSIM is a data-only eSIM and does not include a phone number.
Most modern carrier-unlocked devices support eSIM. Supported models include Apple iPhone (iPhone XR/XS or newer, SE 2020/2022), Samsung Galaxy (S20/S21/S22/S23/S24 series, Z Fold/Flip 3/4/5, Note 20), and Google Pixel (Pixel 4/5/6/7/8 series, Pixel Fold). Please verify that your specific device is carrier-unlocked and not country-restricted before purchasing.
Your eSIM data plan's duration starts by default when you arrive at your destination and first connect to a supported local network. Therefore, we highly recommend downloading and installing the eSIM before departure (in a stable Wi-Fi environment at home or the airport). Installing it in advance will absolutely not deduct from your plan days.
Important Notice (60-day Activation Window):
Please note that all CAYLET eSIM plans have a 60-day activation window from the date of purchase. If you do not connect to the network at your destination within 60 days of purchase, the system will automatically activate the plan countdown on the 60th day, and the plan will expire at the end of its duration.
Important Notice (60-day Activation Window):
Please note that all CAYLET eSIM plans have a 60-day activation window from the date of purchase. If you do not connect to the network at your destination within 60 days of purchase, the system will automatically activate the plan countdown on the 60th day, and the plan will expire at the end of its duration.
Yes, all our eSIM packages natively support personal hotspot sharing. You can share connection with your laptop, tablet, or companions.
Yes, your device can maintain dual standby mode. You can keep your physical SIM card active for calls and SMS, while selecting the eSIM for cellular data roaming.
Simply scan the QR code received in your email before departure or upon landing, and configure cellular settings to add the data plan. Remember to enable "Data Roaming" for the eSIM line when you reach your destination.
Our eSIM plans are designed for one-time travel convenience. Once the data or validity period is exhausted, you can purchase a new plan for your next destination. Each purchase will provide a new QR code for setup.