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  2. Help & support

Dubai eSIM help & support

Installation guides, troubleshooting and a direct line to our team. We reply to every message within 24 hours.

Install your eSIM

Step-by-step for iPhone and Android.

Fix connection issues

Roaming, network selection and restarts.

Usage & top-ups

Check data and refill on My eSIM.

Message us

Orders, refunds and anything else.

Send us a message

Support information

Email
Email address (shown as an image)
Response time
Within 24 hours, every day
Networks
du
Your eSIM
My eSIM — QR code, usage and top-ups
Refunds
Refund Policy — no refund once the QR code is emailed, except a connection problem on our side
Operated by
DevTeam Co., Ltd. — company details
Most common fix: turn on Data Roaming for the eSIM line. It is required for travel eSIMs and never adds extra charges — all data is prepaid.

eSIM installation guides

iPhone

iPhone XS, XR and newer, including SE (2nd gen+).

  1. Settings › Cellular › Add eSIM
  2. Use QR Code › scan the code from your email
  3. Label the plan “Dubai”
  4. Choose it for Cellular Data
  5. Turn on Data Roaming for this line

Android

Samsung Galaxy S20+, Google Pixel 3+ and other eSIM phones.

  1. Settings › Connections / Network › SIM manager
  2. Add eSIM › Scan QR code
  3. Wait for the download to finish
  4. Set the eSIM as your mobile-data SIM
  5. Enable roaming for the eSIM

Before you start

  • Connect to Wi-Fi — installation needs internet
  • Your phone must be carrier-unlocked
  • Keep the QR code — some phones allow one scan only
  • Dial *#06# to see your EID (eSIM support)

Frequently asked questions

How do I install my eSIM on iPhone?

Go to Settings › Cellular › Add eSIM › Use QR Code and scan the QR code from your email (or the My eSIM page). Label the new line “Dubai”, then turn on Data Roaming for it when you arrive. You can install before your trip — the plan starts when you first connect in the UAE.

How do I install my eSIM on Android?

Open Settings › Connections (or Network & internet) › SIM manager › Add eSIM, choose Scan QR code and scan the code from your email. Samsung: Settings › Connections › SIM manager. Then set the eSIM as your mobile-data SIM and enable roaming.

My eSIM is installed but not connecting. What should I do?

First make sure Data Roaming is ON for the eSIM line and that the eSIM is selected for mobile data. Then restart your phone. If it still does not connect, open network settings, turn off automatic network selection and choose du manually. Still stuck? Send us your order email and ICCID from the My eSIM page.

When does the validity period start?

When the eSIM first connects to a supported network in the UAE — not when you buy or install it.

Can I use the eSIM for calls and SMS?

The eSIM is data-only. Use WhatsApp, LINE, FaceTime, Messenger or Skype for calls and messages. Your home SIM can stay active for SMS.

How can I check my remaining data?

Log in on the My eSIM page with your order email. Usage updates can take 30 minutes to a few hours to appear, depending on the carrier.

Can I get a refund?

Once the QR code and activation code are emailed, an eSIM can't be cancelled or refunded, even if it was never installed. If it can't connect because of a problem on our side or our network partner's, we replace it or refund it in full, and if you were charged but nothing was delivered, we deliver it or refund the full amount. Please check that your phone supports eSIM and is unlocked before you buy. Approved refunds reach your PayPal payment method within 5–7 business days; our Refund Policy page has the details.

How do I top up my eSIM?

If your plan is marked Top-up, open My eSIM, choose the eSIM and select a top-up package. The data is added to the eSIM you already installed.