16 questions cover most of it. Anything else, write to us.
Before you buy
Does my phone support eSIM?
Most phones released after 2019 do. The app runs a compatibility check before payment, so you know before you spend anything.
Where does it work?
158 countries today, grouped into seven regions. A regional plan covers every country in its region, so crossing a border changes nothing.
How do I pay?
Card, Apple Pay or Google Pay, on one screen. Tax is already in the price you see, so the total is the number you tapped.
Setting it up
When do I install it?
On Wi‑Fi, before you fly. The days only start when the eSIM first finds a network at your destination.
How do I install the eSIM?
The app shows a QR code with the details it encodes written out underneath. Scan it from a second screen, or install straight from the phone in your hand. Do it on Wi‑Fi: the eSIM downloads over the internet, and the one you are travelling for is not there yet.
The QR code won't scan
Install it by hand instead. The address and the activation code are printed under every QR in the app, and your phone's eSIM settings will take them typed in.
When does my plan start?
On the first connection, not at purchase. Buy it weeks early and install it at home if you like; the days only start when the eSIM finds a network at your destination.
On the trip
Installed, but no internet
Three things fix most of it, and in this order:
- Data roaming
- APN
- One restart
Still dark after all three? Write to us — say which country you are in and which of the three you have tried.
Data is slow
Pick the network by hand instead of leaving it automatic, and check where you are on the coverage map. The speed is the local network's, and it changes from one city to the next.
Some apps don't load
Usually the phone rather than the eSIM: a private DNS setting, a VPN still running, or a data limit set on that one app. Turn them off one at a time and try again.
Hotspot and tethering
It works on most plans, and it draws on the same allowance as everything else. If your trip depends on it, write to us with the country before you buy and we will confirm the plan.
Can I keep WhatsApp on my number?
Yes. Your own SIM stays in the phone for calls and texts, and WhatsApp keeps your number. FlyPass only carries the data.
Money and your account
Refunds and cancellations
It depends on whether the eSIM has been installed. The refund policy holds the terms, and it is published here; until it is, write to us and we will tell you where you stand.
Can one plan work on two phones?
No — an eSIM installs on one phone and stays on it. Buying a plan for someone else is fine: pay in your app, and they install it from the QR.
Change my email, or delete my account
Both are in the app, under Account. Deleting removes the account and takes your plans with it. What has to be kept afterwards, and for how long, is the privacy policy's to say.
Who can see my usage?
You, and whoever bought the plan for you. Nobody else.
Not on the board
Nothing here matches “”.
Write to us about it, and we'll answer.
Write to us about thisSupport lives in the app.
Open Account, then Help & support. Every article is titled as the question, so a row can answer it before you open it — and when none of them does, a person is one tap away.
- Search what's happening, not a keyword.Type “no internet” and the row that fixes it comes up, subtitled with the shape of its answer.
- Start a conversation.Say what it is about and which eSIM. The person who picks it up can see the plan already, so you do not have to explain it.
- It stays until it is solved.You get a ticket number, and the conversation waits in Support. Close the app whenever you like.
The app is coming to Google Play and the App Store.
Get the appWrite to us.
Tell us what you expected and what happened instead. One sentence is usually enough.
It goes to support@flypass.app, and the reply comes back to the address you give here.
You can always write to us directly, at support@flypass.app