Question 1

What's the difference between eSIM and physical SIM card?

Accepted Answer

An eSIM is a digital SIM that's activated by scanning a QR code — no physical card needed. A physical SIM card is a traditional chip that we deliver to your hotel or address in Bali. Both use the same Telkomsel 5G/4G/LTE network and offer identical speeds and coverage. Choose eSIM for instant activation or SIM card if your phone doesn't support eSIM.

Question 2

Does my phone support eSIM?

Accepted Answer

Most phones from 2020 onwards support eSIM, including iPhone XS and newer, Samsung Galaxy S20+, Google Pixel 3a, and recent Xiaomi/Oppo flagships. To check, dial *#06# on your phone — if an EID number appears, your device supports eSIM. Note that some carrier-locked phones may not work with eSIM.

Question 3

When should I activate my eSIM?

Accepted Answer

We recommend activating your eSIM after you land in Bali or Indonesia. You can install the eSIM profile anytime (even before your trip while on Wi-Fi), but only activate the data plan once you arrive. This ensures your validity period starts when you actually need it.

Question 4

How is the SIM card delivered?

Accepted Answer

We offer free delivery to hotels and addresses in Kuta, Denpasar, Canggu, Ubud, Sukawati, Dalung, and Tanah Lot. Just enter your accommodation details during checkout and we'll deliver it to you. For areas outside this coverage, please contact us first via WhatsApp.

Question 5

What network will I be on?

Accepted Answer

All our plans use Telkomsel, Indonesia's largest network with the widest 5G/4G/LTE coverage. Telkomsel covers over 98% of populated areas in Bali and across Indonesia, including popular tourist areas, rural villages, and remote beaches.

Question 6

Can I top up my data if I run out?

Accepted Answer

Yes! We offer easy data top-ups. Just visit our Top-Up page, enter the phone number of your active SIM, select a data package, and pay. The top-up is processed quickly and you'll be back online in no time.

Question 7

What payment methods do you accept?

Accepted Answer

We accept payments via PayPal, which supports credit cards (Visa, Mastercard, American Express), debit cards, and PayPal balance. You don't need a PayPal account — you can check out as a guest with your card.

Question 8

Can I get a refund?

Accepted Answer

Refunds are available for unactivated eSIMs and undelivered SIM cards. Once an eSIM is activated or a SIM card is delivered and used, we cannot process refunds. Data top-ups are non-refundable. Please contact us via WhatsApp if you need assistance.

Question 9

Do I need to register my SIM card?

Accepted Answer

We handle the registration process for you. In some cases, we may need a photo of your passport for SIM registration — we'll let you know via WhatsApp after your order. No visits to a store needed.

Question 10

Can I use the SIM card for calls and SMS?

Accepted Answer

Some of our plans include local call minutes — check the package details for specifics. For international calls and SMS, we recommend using apps like WhatsApp, Telegram, or FaceTime over your data connection, which is typically more convenient and cost-effective for travelers.

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