Support

Frequently asked questions

Is my device compatible?

You need an unlocked, eSIM-compatible device. Check your device's settings for "eSIM" (usually under Settings → Cellular / Network). The App includes a compatibility check to guide you before you buy.

How do I install my eSIM?

After your order is confirmed, your eSIM is delivered as a QR code shown in the App. Scan it from your device's "Add cellular plan" / "Add eSIM" screen to install it. Follow the on-screen instructions. You need an internet connection to install.

When does my data plan start?

Your plan starts when you install and activate the eSIM on your device. The App shows your activation date and when your plan expires.

How do I top up?

From the App, open your active eSIM and choose "Top up". Pick the extra data you need and complete the secure checkout. The new data is added to your eSIM.

Why is my order still processing?

eSIM delivery can take a few minutes. Keep the App open; your order status is updated automatically. If your payment was confirmed but the eSIM never arrived, contact us with the order details and we will resolve it or refund the order.

Can I get a refund?

• If your payment was confirmed but we could not deliver your eSIM, you are entitled to a refund.
• Once an eSIM has been delivered and activated, it may not be refunded except where required by applicable consumer law.

Contact us at info@gopocket.shop with your order details and we will help.

Do you support voice or SMS?

No. GoPocket eSIM plans are data-only. Use them for internet, messaging apps, maps, and similar data services. Keep your existing number for calls and SMS, or use a VoIP app for calling.

Is my payment secure?

Yes. Payments are processed by Stripe (a major, PCI-DSS certified payment provider). Your card details are entered and handled only by Stripe — never by GoPocket. We do not store card numbers.

What should I do if the App shows an error?

Most errors are temporary:

• "You're offline" — check your internet connection and retry.
• "Order failed" — this can happen if the plan is unavailable or a payment issue occurred. Review the message, retry, or contact support.
• Price changed — the plan price was updated while you were checking out; the App will show the current price for your confirmation.

Do you collect my personal data?

Only the minimum needed to provide the Service. See our Privacy Policy. We do not use advertising or third-party analytics SDKs, we do not track you across apps or websites, and we never sell your data. We do collect minimal first-party crash and diagnostic data (error messages, platform, timestamp) to keep the App stable; it is not linked to your identity and is never used for advertising or profiling.

I have a privacy request

Email info@gopocket.shop with the subject "Privacy request". We respond within the timeframe required by law.