Find a destination
Support

How can we help?

Search in your own words, browse the setup guides or look up your order.

SetupiPhoneSamsungAndroid

Guides and answers

15 answers

Setup

How do I install the eSIM on my phone?Device-specific guides for iPhone, Samsung and other Android phones.Does my phone support eSIM?How to check whether your phone supports eSIM.Can I install the eSIM before my trip?Yes. You can install it at home and turn the connection on only when you arrive.

Problems

QR code not workingWhat to do if the QR code does not work.Data not working at my destinationA checklist for when your eSIM data is not working.I can't find the order confirmation in my emailYou can request a new link to your order with the same email address.

Order and payment

I want to cancel my order or ask for a refundThe 14-day right of withdrawal, the refund terms and how to cancel.I ordered the wrong package or the wrong destinationContact us and tell us your order number, and we will look into it.Terms of use and seller detailsThe contract terms, the seller's official details and contact details.

Quick answers

When does the eSIM start working?

You can install the eSIM right after payment, but the connection only works in the destination country. If data doesn't work when you arrive, go through the troubleshooting checklist in order.

Data not working checklist
What do I get after payment?

After payment, you return to your order page, and the eSIM's QR code and activation details appear there once the eSIM is ready. You also receive an order confirmation by email, which you can use to get back to your order later.

Is the connection speed limited?

Always the local network's maximum speed — no package-specific speed limit. The actual speed may vary with coverage, network congestion, location and device.

Can I keep using my own SIM card?

Yes. The eSIM is installed alongside your own subscription, and you choose in your phone's settings which one is used for mobile data.

Device-specific guides
Is VAT included in the price?

Yes. Prices include any applicable VAT.

Terms of use
What information do I need when I contact you?

In your message, include the email address you used for the order, the order number and briefly what happened. With these, we can find your order.

Contact details
Self-service

Find your order

Can't find the order confirmation in your email? You can request a new link to your order. All you need is the email address you used when you placed the order.

Request a new link

The order lookup page is currently in Finnish.

For security reasons, we don't say whether an order was found for the address you entered, and we don't show order details on this page.

Contact

Contact us

If you didn't find an answer, write to us. Include the email address you used for the order and your order number, and we will find your order.

support@pujo.fi

The service is provided by Polaris Trail LLC.