Frequently asked questions

An eSIM is a digital SIM that is installed directly on a compatible device without using a physical SIM card.

We offer options by country, continent, and global coverage, as well as data-only eSIMs and carrier eSIMs. Features depend on each product.

A data-only eSIM is primarily intended for using the internet. A carrier eSIM may include a number, calls, SMS, and data, depending on the product.

Consider the destinations you'll visit, the length of your trip, and whether you need just internet or also a number, calls, or SMS. Lia can guide you through the “Need help?” chat.

No. You can purchase directly from Telefonía_MX without downloading an app.

No. You can make your purchase without creating an account.

It depends on your device. Many devices allow you to keep a physical SIM and use an additional eSIM.

Your eSIM and its instructions are sent to the email address used during the purchase.

It depends on the product. Some eSIMs are delivered instantly and others require processing. The applicable time appears in the description.

Read the delivery email before installing it. There you'll find the specific installation, activation and setup.

Check your inbox, spam, promotions, and junk folders. If the time indicated in the product has already passed, contact support with your order number.

Yes. You can install many data-only eSIMs between 60 and 90 days before your trip. Always confirm the exact period in the description.

Yes. Just verify that your device supports eSIM, be factory unlocked and meet the product requirements.

Brand *#06#. If an EID appears, your device supports eSIM technology. It must also be factory unlocked.

It means that the device is not locked to use only one carrier's network.

Having the latest available version may help to help avoid problems during installation and connection.

No. Compatibility may vary depending on the model, region, and carrier. Always check the EID and that the device is factory unlocked.

Only when the device and product are compatible. Review the terms before purchasing.

Normally between 60 and 90 days before the trip, depending on the product. Check the description to confirm the exact period.

It generally begins when the eSIM connects to a compatible network within its coverage area.

For eSIMs that allow advance installation, the validity period normally begins when it connects to a compatible network. Check the product terms.

Yes, when your eSIM instructions indicate that you should.

iPhone
Settings → Cellular → Your eSIM → Data roaming

Android
Settings → Connections → Mobile networks → Your eSIM → Data roaming

First check which networks are listed as compatible in your product description.

iPhone
Settings → Cellular → Your eSIM → Network selection

Android
Settings → Connections → Mobile networks → Your eSIM → Network selection

No. The eSIM QR code is single-use.

No. If you have already installed it and are experiencing a problem, do not delete it before contacting support. The QR code may be single-use.

Yes. Use a stable connection to download the eSIM profile and follow the instructions in the delivery email.

We have options for Mexico and numerous destinations, as well as regional and global eSIMs. Check the exact coverage for each product.

Check the coverage list in the description. If you are visiting several countries, confirm that they are all included.

Not necessarily. If you will visit several destinations, consider a regional or global eSIM.

It means that it can connect to more than one compatible network in certain destinations.

No. It depends on the product, the available network, the destination and your device.

No. There are options with unlimited data and others with packages defined by GB.

It depends on the product. Check whether it allows hotspot or share data before purchasing.

It depends on the eSIM. Some are data-only while others include calls, SMS, or a phone number.

Only when the product indicates that it includes one.

Yes. You can continue using WhatsApp with your usual number while using the eSIM to connect to the internet.

No. It may vary depending on coverage, location, network congestion, carrier, and device.

In most cases, it starts when the eSIM is sent to your email. Check the product and delivery email.

Yes. Carrier lines in Mexico must complete the corresponding linking process. You will find the link in the delivery email.

First confirm that you have completed the linking specified in the delivery email.

They do not require the specified linking process for carrier lines in Mexico. Always follow the product-specific instructions.

Only when the product indicates that it includes coverage or roaming in other destinations.

It depends on the product and provider. If it supports top-ups, you will find the corresponding instructions in the description or delivery email.

With products compatible with number portability, you can keep it when switching carriers. Requirements depend on each line.

They depend on your current carrier and the destination eSIM. Check the available options before purchasing.

Not always. Many profiles and QR codes are single-use. Before switching devices, check the terms or contact support.

It depends on the carrier, line type, and device.

Not automatically. You can keep your regular line and use another eSIM for data if your device allows it.

You can buy in MXN, USD, EUR, and other currencies available during the purchasing process.

The available methods appear during checkout and may vary by country and currency.

Yes. Telefonía_MX offers purchase protection during the first 72 hours, in accordance with the applicable terms.

Yes. Telefonía_MX VIP returns 2% of the total from your purchase in points, according to the program conditions.

No. You can make your purchase without creating an account.

Check device compatibility, whether it is unlocked, included destination, roaming, available networks, and product instructions. If you have already installed it, do not delete the eSIM.

Visit our Troubleshooting page to check your connection, roaming, and network selection and other common issues.

Lia is Telefonía_MX's 24/7 assistant. It can guide you on purchasing, activation, coverage, products and orders.

Open the “Need help?” chat available on Telefonía_MX.

Yes. You can request assistance from a human agent through our support channels.

You can use the website chat, write to us on WhatsApp at +52 449 357 3997 or reply to the delivery email for your eSIM.

Share your order number, the country where you are, what happened and which steps you have already taken. Do not publish your QR code or sensitive information.

Check compatibility, whether your device is unlocked, and that its operating system is up to date, coverage, roaming, selected network, and product instructions. If you have already installed the eSIM, do not delete it.