Q&A
Frequently asked questions
Buying eSIMs, installation and data — answered in one place. Still stuck? IG Direct is the fastest way to reach us.
Buying & delivery
When will I receive my eSIM?
Within about a minute after payment, the QR code arrives at your checkout email and on your account orders page. Timing is indicative only.
Why enter a travel start date at checkout?
It only helps us estimate your activation window; nothing is locked in, and you do not need to tell us if your trip changes.
eSIM or physical SIM — how do I choose?
It depends on your phone: dial *#06# and look for an EID — that means eSIM is supported. Locked phones must be unlocked first. Confirm the format of your chosen plan with the store before buying.
Where can I buy?
Buy right here (secure payment via Stripe) or at our Hong Kong stores; the latest prices, stock and formats are as listed by the store.
Do I need an account to buy?
Yes. Sign in with your Google account before checkout; your QR codes and receipts stay on your account orders page.
Where do I find my QR codes after buying?
Sign in and open your account orders page for every plan and QR code; your payment email has the receipt and QR code too.
Payment & orders
Which payment methods are supported?
Card payments via Stripe: Visa, Mastercard, American Express, UnionPay and JCB.
How do I use a promo code?
Enter the promo code in the cart at checkout for an instant discount; one code per order.
What if I was charged twice or never received my order?
Contact us within 30 days of purchase with your order number and we will arrange a reissue or resolve it according to your order.
Data & limits
What is the Fair Usage Policy (FUP)?
After the high-speed quota, usage continues at 384kbps; 365-day annual cards stop when used up. Your connection stays on.
Is there 5G?
Yes where the product lists 5G support and the local network covers it; otherwise speeds are 4G/3G.
Who is the annual card for?
Anyone crossing the border often or flying several times a year — one card covers it; it stops when the data runs out within 365 days.
Can I share a hotspot?
Yes, most cards support hotspot sharing; it uses data faster, so allow extra for heavy use.
Can I receive SMS verification codes?
Most travel cards are data-only and cannot receive SMS. Use a real-name-registered local card if you need SMS.
What if speeds feel slow?
First check whether the high-speed quota is used up (384kbps throttling is normal); then check signal and APN settings, and try restarting the phone.
Devices & setup
How do I know if my phone supports eSIM?
Dial *#06#: if you see an EID, eSIM is supported. Locked phones must be unlocked first.
How do I install an eSIM?
Connect to Wi-Fi and scan the QR code; iPhone and Android steps differ, so follow the illustrated guide.
Do I need to set the APN to get online?
Usually it configures itself; only set the APN manually by following the guide if you cannot get online.
Where do I find the ICCID?
Physical cards show it on the packaging; for eSIMs check phone settings (iPhone: Settings > General > About). You need it for usage checks and top-ups.
Can I move my eSIM to another phone?
No: once activated it is bound to that device and each QR code works once; a new phone needs a new purchase.
What size are the physical SIM cards?
Triple-cut cards (Nano/Micro/Standard in one) fit phones of any size.
Can I use dual-SIM phones?
Yes. A common setup is eSIM for travel data while keeping your home SIM for SMS (watch out for its roaming charges); set your default data line before departure.
What if I accidentally deleted my eSIM?
Do not buy another one right away — contact support first so we can follow up.
Before & during travel
When is the best time to install?
Install over Wi-Fi before departure — that does not start the day count. Counting starts once you connect to a supported network at the destination.
How many cards do I need for several countries?
Each card generally covers one region only; for multi-country trips see the cross-region plans: Europe, Singapore–Malaysia, USA–Canada and Japan–Taiwan.
How long is the card valid?
Add it to your phone within 150 days of receipt, then use it at the destination within the next 150 days; it expires after that.
What is the difference between Japan dual and triple network?
Dual runs on SoftBank plus KDDI; triple (Plus) adds Docomo for wider coverage at a slightly higher price. Pick triple for rural trips.
Buy at the airport or before departure?
Airports sell SIMs but cost more with fewer choices and queues; ordering online before departure is the safest bet.
Can power banks and SIM cards go in checked luggage?
No. Keep power banks, laptops and SIM cards with you, never in checked luggage; power banks up to 25,000mAh are recommended.
Any car rental discounts?
Avis/Budget rentals are 10% off for bookings and pick-ups through 31 Dec 2026 — see the offer guide for details.
Do travel eSIMs need real-name registration?
Travel eSIMs used outside Hong Kong need no registration at purchase; only Hong Kong local use requires real-name registration by law.
How is this different from roaming?
Roaming charges by the day and adds up fast; eSIMs are prepaid from tens of dollars and work as soon as you connect locally.
Troubleshooting & contact
What if I have no signal after landing?
Make sure mobile data and data roaming are on with network selection set to automatic, wait a few minutes, then restart your phone if it still fails.
How do I check usage and top up?
Open the check-usage page, sign in and enter your ICCID to see the remaining data, then top up or extend whenever you like.
How do I claim the free 500MB?
Open the free-500MB page, sign in and enter your ICCID to claim it — once per account.
Does mobile data drain the battery fast?
Data, hotspots, navigation and video do use more power; lower the brightness, close background apps or switch on power saving.
Who do I ask if I am still stuck?
IG Direct is fastest; WhatsApp and email (with your order number) work too. Service hours are Mon–Fri 10:00–18:00.
Where are the stores?
Thirty authorised stores across Hong Kong, Kowloon and the New Territories — the stores page lists addresses, maps and phone numbers. Call ahead to confirm hours and stock.
Any handy travel tools?
The tools section has a data estimator, currency converter, ping test, IP and local-time lookup — plan ahead before you fly.
What is the double compensation plan?
Cards valid under 180 days that cannot connect locally may qualify, up to twice the original price. Contact support immediately with screenshots and the ICCID, then submit both receipts and mail back the faulty card within 7 days of returning.
Still stuck?Contact us
