Device compatibility checklist
Help customers check eSIM support, carrier locks and installation requirements before purchasing a travel data plan.
Check the exact device variant
A model name alone is not enough: region, variant and carrier restrictions can differ. Consult the device manufacturer and carrier support information for the exact handset before purchasing.
Look for eSIM support
Check the cellular settings for an option to add an eSIM or cellular plan. This is a useful indicator, not a guarantee that a specific travel package will work. Confirm the device is carrier-unlocked.
Prepare for installation
Use a reliable internet connection and follow the order-specific instructions. Keep the installation code private. Avoid deleting an installed eSIM during troubleshooting unless support confirms it is appropriate.
Explain activation and roaming
The chosen plan determines validity and activation conditions. At the destination, the customer may need to select the eSIM for mobile data and enable data roaming as instructed.
Escalate clearly
Collect the order reference, device model, destination and a description of the error. Redact activation codes from screenshots and never request the customer account password.
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