Welcome to the ANZroam Help Center.
Here you’ll find answers to the most common questions about eSIM compatibility, installation, activation, refunds, and travel connectivity in Australia & New Zealand.
1. What is an eSIM and how does it work?
An eSIM is a digital SIM card built into your phone.
It allows you to activate a mobile data plan without inserting a physical SIM card.
After purchase, you’ll receive a QR code by email. Simply scan it to connect instantly to local networks in Australia or New Zealand.
2. Is my phone compatible with eSIM?
Most newer smartphones support eSIM, including:
- iPhone XR and newer
- Google Pixel 3 and newer
- Samsung Galaxy S20 and newer
You can also check your phone settings under:
Settings → Mobile Network → Add eSIM
3. How will I receive my eSIM after purchase?
Your eSIM QR code and setup instructions are typically delivered within 10–20 minutes after payment confirmation.
In rare cases, delivery may take longer due to payment verification or network processing.
No shipping is required — everything is fully digital.
4. How do I install my eSIM?
You can install your eSIM by scanning the QR code included in your email.
If you receive the QR code on the same phone:
- Long-press the QR code (supported on many devices), or
- Enter the activation details manually in your eSIM settings.
A stable Wi-Fi connection is recommended during installation.
5. Do I need to turn on Data Roaming?
Yes.
To use your ANZroam eSIM properly, you usually need to enable Data Roaming for the eSIM line in your phone settings.
Don’t worry — you will not incur traditional roaming charges because the eSIM is specifically designed for international travel data usage.
You can enable it under:
Settings → Mobile Network / Cellular → Your eSIM → Data Roaming
6. When should I activate my eSIM?
You may install the eSIM anytime before travel, but we recommend activating it only after arriving in Australia or New Zealand.
This helps maximize your plan validity period.
7. What does “Pre-Activation Days: 180 Days” mean?
It means you have up to 180 days after purchase to activate your eSIM.
If not activated within that period, the eSIM will expire automatically.
8. Does this eSIM include a phone number?
Most ANZroam eSIM plans are data-only and do not include local calls or SMS.
However, you can still use:
- FaceTime
- Telegram
- Messenger
- Skype
using mobile data normally.
9. Can I keep using my regular SIM card together with the eSIM?
Yes.
Most modern smartphones support Dual SIM functionality, allowing you to:
- Keep your physical SIM for calls and SMS
- Use ANZroam eSIM for mobile data
10. Can I use hotspot or tethering?
Yes — most plans support hotspot/tethering.
You can share your mobile data with laptops, tablets, or other devices.
Please check individual plan details for confirmation.
11. What does “Non-HKIP” mean?
“Non-HKIP” means your internet traffic does not route through Hong Kong.
You’ll receive a local IP address in Australia or New Zealand, resulting in:
- Faster local speeds
- Better streaming compatibility
- Improved access to local apps and websites
12. How fast is the internet speed?
ANZroam eSIMs support high-speed 4G / 5G connectivity where available.
Actual speeds may vary depending on:
- Location
- Network congestion
- Device compatibility
13. Can I buy the eSIM before my trip?
Absolutely.
You can purchase your eSIM in advance and activate it later when you arrive at your destination.
Most plans include a generous pre-activation period.
14. What if I can’t get the eSIM working?
Please contact our support team immediately at:
We’ll help troubleshoot installation, activation, and network issues as quickly as possible.
15. Can I get a refund if the eSIM doesn’t work?
Yes — if the eSIM cannot be activated due to a verified technical issue, you may be eligible for a refund or replacement.
Please refer to our Refund Policy for full details.
16. Are activated eSIMs refundable?
Generally, activated or installed eSIMs are non-refundable because digital delivery occurs instantly.
Refund exceptions may apply for verified technical failures.
17. Is payment secure on ANZroam.com?
Yes.
All payments are processed securely using trusted encrypted payment gateways.
We do not store your full payment information on our servers.
18. Will I lose my WhatsApp number if I use an eSIM?
No.
Your WhatsApp account remains linked to your original phone number even when using ANZroam eSIM for mobile data.
19. How long will my eSIM stay active?
Your eSIM remains active for the duration of your selected plan after activation.
For example:
- 7 Days
- 15 Days
- 30 Days
After expiry, you can purchase another plan anytime.
20. Do I need to remove the eSIM after my trip?
Not necessarily.
You may keep it installed or remove it anytime through your phone settings.
21. How can I contact ANZroam support?
We’re happy to help with:
- Installation
- Compatibility
- Activation
- Network issues
- Refund enquiries
Still Need Help?
If you can’t find the answer you’re looking for, feel free to contact our support team anytime.
We’re here to help make your travel connectivity simple, reliable, and stress-free.