Getting Started

• What are eSIMs and how do they work?

  Stay connected on your travels with eSIMs on Skratch, offering quick and easy mobile data around the world. Learn more about how they work and the benefits belowFeatured

• Is my device compatible with an eSIM?

  Skratch will automatically tell you if your device is compatible or not with an eSIM. Here's how to check if you're unsurePopular

• Do I need to remove my physical SIM to use an eSIM?

  No, you don’t need to remove your physical SIM card to use an eSIM. Most modern smartphones support dual SIM functionality, which means you can use your physical SIM and an eSIM at the same timeSome readers

• Can I still receive calls while using an eSIM?

  You can still receive calls while using an eSIM. If your phone supports dual SIM (most modern smartphones do), you can keep your physical SIM active for calls and texts while using your eSIM for dataFew readers

• Can I have multiple eSIMs installed at once?

  Most devices support multiple data plans at once which you can switch on and off as you need. However, you can usually use only one eSIM at a timeFew readers

• Does Skratch share my data with Mobile Network Operators (MNOs)?

  Yes but only the minimum identifiers required for network activation, including IMEI, EID and ICCID. No further user data is shared with third partiesFew readers

Purchasing an eSIM

• Should I get my eSIM in advance before I travel?

  It's usually best to buy and install your eSIM before you travel. That way, you’ll be ready to connect as soon as you land, without needing Wi-Fi or searching for a SIM card shop. This can also be a smart way to avoid any unwanted roaming charges on arrivalFeatured

• How do I buy an eSIM on Skratch?

  Buying an eSIM on Skratch is simple and easy. In a few taps, you’ll have a brand new eSIM plan you can install ready to travelFew readers

• Can I buy an eSIM for multiple countries?

  Skratch offers regional eSIMs which give you all the benefits of connectivity across a range of countries at once from Asia to North AmericaFew readers

• Does Skratch offer a Global eSIM?

  We currently don’t offer a Global eSIM but stay tuned, this is coming soonFew readers

• Does Skratch offer Unlimited eSIM plans?

  We currently don’t offer Unlimited eSIM plans but stay tuned, this is coming soonFew readers

• Can I buy more than one eSIM for the same destination?

  You can buy multiple eSIMs for the same destination. Most devices allow you to have several eSIM profiles but only one or two active at any timeFew readers

• Can I select the start date of my eSIM plan?

  You can’t set the specific start date but your eSIM will only activate when you arrive at your destination and it connects to the local network. From that point onwards, your eSIM validity period would beginFew readers

• What happens if I buy an eSIM and never activate it?

  If you never activate your Skratch eSIM, the plan will eventually expire after 180 days. You would then need to buy a new eSIM plan.Few readers

• What payment methods does Skratch support?

  Most major payment methods are supported at checkout on Skratch for your eSIM, including Visa, Mastercard, Apple Pay and Google PayFew readers

• Where can I see my eSIM purchase history?

  You can see your full eSIM purchase history directly in the Skratch app via the "My eSIMs" tabFew readers

• How do I use my eSIMs promo code?

  When you have selected a Skratch eSIM plan, you’ll be directed to the “Review your order” screen (shown below). You can input your promo code here to apply a discount to the listed priceFew readers

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Installing & Activating

• What is the difference between eSIM installation and activation?

  You might be thinking once I’ve bought an eSIM, isn’t that it? Well almost, you need to first install the eSIM before you can activate and start using itFew readers

• How do I install my eSIM?

  Congrats, you’ve got an eSIM! You’ll be able to follow our simple installation instructions in the Skratch app directly, but in case you need additional reference we’ve included a complete installation guide hereFew readers

• Can I rename an eSIM in my device settings?

  Most smartphones let you rename your eSIM in the settings menu. This is helpful if you have more than one eSIM (for example, “Work”, “Travel Data”, or the country name) so you can easily tell them apartFew readers

• How do I update my APN settings?

  Sometimes after installing an eSIM, your data may not connect right away. This is often fixed by updating your APN (Access Point Name) settings, which tell your phone how to connect to the mobile networkFew readers

• Do I need Wi-Fi to install my eSIM?

  You need a stable and secure Wi-Fi (or mobile data) connection to install your eSIM. Poor connection may result in issues during the installation processFew readers

• How long do I have to activate my eSIM after purchase?

  You have up to 180 days after purchase to activate your eSIM otherwise the plan expiresFew readers

• How will I know when my eSIM is activated?

  Once you arrive at your destination, your eSIM should automatically activate and start working. Learn how to know for sure if it's working in this guideFew readers

• How long does my eSIM validity last?

  Your eSIM validity is tied to the plan you purchase. On Skratch, 1GB plans have a 7 day validity and all other plans have 30 day validityFew readers

• Can I install the same eSIM on multiple devices?

  eSIMs are designed to be used on one device at a time - they can’t be installed or reinstalled on multiple devicesFew readers

• Can I transfer my eSIM to another device once installed?

  Once installed, an eSIM is tied to a specific device and can’t be reinstalled or transferred elsewhere. This ensures the eSIM remains securely associated with the intended user and deviceFew readers

Using your eSIM

• Can I use an eSIM for calls and SMS?

  Skratch eSIMs are pre-paid mobile data only meaning you can’t use them to make calls or send SMS text messagesFew readers

• Can I pause my eSIM once it’s activated?

  Unfortunately once a plan is activated, it can’t be paused. The validity period for our 7 Day and 30 Day Skratch eSIM plans both begin at activation or first network connectionFew readers

• Can I use iMessage and WhatsApp with my eSIM?

  Both iMessage and Whatsapp will continue to work with your Skratch eSIM as these are internet based servicesFew readers

• What happens if I use my eSIM in a country where it’s not supported?

  Put simply, it won’t work. You won’t be charged anything additional but remember if it’s already been activated in another country, it will remain active and using its validity periodFew readers

• How do I avoid roaming charges?

  To ensure you don’t incur any roaming charges while using your Skratch eSIM, we generally recommend two precautions - installing beforehand and switching off your primary plan.Few readers

• How do I check my remaining data balance?

  You can review your eSIM’s remaining data balance at any time in the Skratch app via the “My eSIMs” tab. Simply tap on the tab to view your data remainingFew readers

• How do I top up my data balance?

  If you need an extra boost of data, you can top up in seconds! Topping up your eSIM adds data to your existing balance and extends the validity - a double bonusFew readers

• How do I set a data limit for my eSIM on Android?

  If you’re worried about using too much data on your eSIM, you can set a data limit or warning directly in your Android phone’s settingsFew readers

• How do I check which eSIMs I am using?

  You can check in your device settings to verify which eSIMs are currently in use if you have multiple active in your Skratch accountFew readers

• Do top ups extend the validity of my eSIM?

  When you top up a Skratch eSIM, you’re adding data to your eSIM and extending its validityFew readers

• Does my eSIM let me tether/hotspot?

  All Skratch eSIM plans include wi-fi hotspot and internet sharing. The availability of wi-fi hotspot ultimately depends on the local network carrier.Few readers

• Does Skratch offer automatic top up?

  We currently don’t offer automatic top ups but stay tuned, this is coming soonFew readers

• What data speed does my eSIM include?

  Skratch eSIMs are powered by an extensive range of global Tier 1 operators to ensure the fastest and most reliable internet connectivity around the world. Most of our eSIM plans offer up to 4G/LTE and 5G network speedsFew readers

• What happens when I run out of data or validity?

  If your eSIM runs out of data during the validity period, you can top up to add more data. If your eSIM validity period ends, your eSIM will expire and you will need to buy a new oneFew readers

• How do I turn off or delete an expired eSIM?

  Deleting expired or unused eSIMs ensures better device functionality and avoids confusion in cellular settings. Here's how to remove an eSIM from your deviceFew readers

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Troubleshooting

• How do I solve a PDP authentication error?

  A PDP authentication error usually appears when your phone can’t connect to the mobile network using your eSIM. This often happens because your APN (Access Point Name) settings are missing or incorrectFew readers

• Why haven’t I received my eSIM or top up yet?

  If you’ve successfully purchased an eSIM, you will immediately receive a payment confirmation via email and see a “You’re ready to travel” screen on SkratchFew readers

• Why am I unable to activate my eSIM?

  If you’ve successfully installed your eSIM, you should be able to activate your eSIM automatically upon arrival at your destination. If you’re experiencing any activation issues, it’s hopefully something easy to resolveSome readers

• Why is my eSIM stuck at activating status?

  Sometimes once you’ve installed a new eSIM on iPhone devices, you’ll notice it’s stuck at “Activating” in your settings. Don’t worry - your eSIM is successfully installed! This typically happens because you’ve installed it and your phone is trying to connect to a local network in that destination countryFew readers

• What does ‘Cellular Plans from This Carrier Cannot Be Added’ mean?

  This following error may appear for iPhone users if you are trying to install an eSIM on a network-locked device. Here's how to resolve itFew readers

• What does ‘"Unable to Complete Cellular Plan Change’ mean?

  If you experience an “Unable to Complete Cellular Plan Change” error, then it could be due to a range of issues. Find out more in this guideFew readers

• What does ‘Unsupported eSIM’ mean?

  If you’re seeing the “Unsupported eSIM” alert shown below on iPhone, your device is unlocked and can’t be used with eSIMsFew readers

• Why am I getting ‘Invalid QR code’ or ‘This code is no longer valid’ alerts?

  If you receive any messages such as “Invalid QR code”, “eSIM cannot be added” or “This code is no longer valid” while installing your eSIM, it could be due to a couple of reasonsFew readers

• How many eSIM profiles can be stored on my device?

  The number of eSIM profiles you can store depends on your phone model. Most smartphones let you keep multiple eSIMs saved at once, but only one or two can be active simultaneouslyPopular

• When can I re-use/re-install an eSIM?

  Skratch eSIMs can technically be re-installed on the same device up to 10 times. Note that once activated, an eSIM will become tied to the device’s hardware and can’t be installed or re-installed on another deviceFew readers

• What happens to unused data when an eSIM expires?

  Unfortunately when your eSIM expires, you will lose any unused data. Once an eSIM validity period ends, you won't be able to top up and will need to purchase a new eSIM plan.Few readers

• Where do I find my eSIM’s ICCID number?

  Here's how you can look up your eSIM plan ICCID in the Skratch app with a few quick stepsFew readers

• What do I do if I accidentally deleted my eSIM?

  If you’ve removed an eSIM profile from your device by mistake, you can re-install it without any issue up to 10 times. If you’ve lost access to the eSIM altogether, please reach out to support@skratch.world and we'll assistFew readers

• Can I reinstall a deleted eSIM?

  You can re-install an eSIM tied to your device up to 10 times. Whilst we don't recommend doing this, here's how to do it should you need toFew readers

• Why is my eSIM data connection slow?

  Skratch eSIMs offer the best possible connectivity in destinations all over the world. If you are experiencing slow eSIM data, this could be due to regional coverage, network congestion, or prioritization of the local carrier.Few readers

• What if I can’t find the answer to my eSIM problem?

  If you can’t find an answer to your request in our knowledge base, please ask a question via our in-app support chat or email support@skratch.worldFew readers

• Can I still use an eSIM in Turkey despite the ban?

  As of mid-2025, Turkey’s telecom regulator (BTK) has placed restrictions on many international eSIM providers. The good news is you can still use an eSIM but with some important caveatsFew readers

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Refunds

• What is the Skratch refund policy for eSIMs?

  Our eSIM refund policy grants refunds in specific circumstances. Learn more about when you might be eligible for a refundFew readers

• How does the money back guarantee work?

  Skratch is committed to the best eSIM connectivity and customer experience. If you are encountering issues with your eSIM, please consult our knowledge base first to troubleshoot the issue and then reach out to our support team at support@skratch.world to see how we can helpFew readers

• How do I request a refund?

  Please submit a request to support@skratch.world with the subject “eSIM Refund Request,” including order number, plan details, reason, and supporting evidenceFew readers