Question 1

What is an eSIM and how does it work?

Accepted Answer

An eSIM is a SIM card built into your phone, so there is no plastic card to swap. You buy a plan, we email you a QR code, you scan it, and your phone connects to a local network the moment you land. Your normal SIM stays in place for calls and texts.

Question 2

Is my device eSIM compatible?

Accepted Answer

Most phones from the last few years support eSIM, including iPhone XS and newer and recent Samsung Galaxy and Google Pixel flagships. Check your phone settings for an option to add a mobile or cellular plan via QR code. If it is there, you are good to go. Note that some phones bought in a few specific regions ship with eSIM disabled, so it is worth checking before you buy.

Question 3

When should I install my eSIM?

Accepted Answer

Install it before you travel, while you still have wifi or a working connection. Most plans let you install early and only start counting once you arrive and connect to a local network. If you would rather not start it straight away, you can choose to delay activation at checkout. Installing at home means you land already connected.

Question 4

Do I need to turn on data roaming?

Accepted Answer

Yes. After you install the eSIM, go to your phone's mobile or cellular settings, select the rufly line, and switch data roaming on for it. That sounds counterintuitive, but for a travel eSIM that setting is what lets it use the local network. Your home line is unaffected.

Question 5

Having trouble installing or connecting?

Accepted Answer

First, make sure data roaming is on for the rufly line and that the rufly eSIM is selected for mobile data. If scanning fails, you can install manually using the SM-DP+ address, activation code and confirmation code in your confirmation email. There is a full step-by-step guide at /troubleshooting, and if you are still stuck, contact us with a screenshot and we will help.

Question 6

Do I get a phone number with a rufly eSIM?

Accepted Answer

No. A rufly eSIM is data only. Keep your normal SIM active for calls and texts, or use internet-based calling and messaging apps over the data connection.

Question 7

What is rufly's fair usage policy?

Accepted Answer

Unlimited means no top-ups and no daily caps. It does not mean infinite speed forever. You get full speed for the first 500 MB each day, then a steady 5 Mbps, with a hard data limit per plan length after which speed drops to 512 Kbps. The exact numbers for every plan length are on the fair usage page at /fair-usage.

Question 8

What happens when my plan ends, and can I top up?

Accepted Answer

There are no top-ups. When your plan's days are used up it simply stops, with no surprise charges. If you need more, buy another plan, which gives you a fresh QR code. Each plan comes with a one-time activation code, so you cannot reload an old one.

Question 9

Can I reuse my eSIM on my next trip?

Accepted Answer

Each plan uses a one-time activation code, so for a new trip you buy a new plan and install the fresh QR code. If you delete an active eSIM by mistake, do not buy again straight away, contact us, as in most cases it can be reactivated on the same device using your original QR code.

Question 10

Can I get a refund?

Accepted Answer

If you have not installed or used the eSIM, contact us and we will refund it. Once a plan has been activated and data used it cannot be refunded, the same as any other data plan. If something goes wrong on our side, we sort it out.

Question 11

How much actually goes to the dogs?

Accepted Answer

10% of the price you pay, on every sale, no exceptions. It goes to a shelter in your eSIM's destination country where we have a partner there, otherwise to our partner shelter fund, currently supporting street dogs in Portugal. It helps street dogs get fed, treated and housed. We know it can still sound modest. Here is the honest version: rufly is a business. The rest pays for the network, card fees, refunds, support and, yes, profit. Profit is the reason the donation exists next month rather than once for a press release. Every transfer is published at /receipts.

Question 12

How do I know the money arrives?

Accepted Answer

Because the shelter says so, not us. Every monthly transfer is published with the shelter's receipt at /receipts. We figured 'trust us' was not a strategy.

Frequently asked questions