Question 1

What is an eSIM?

Accepted Answer

An eSIM is a digital SIM built into your phone. There's no physical card to insert — scan a QR code, the carrier profile installs, and your phone is ready to connect to data networks at your destination.

Question 2

Can I use an eSIM alongside my physical SIM?

Accepted Answer

Yes. The eSIM runs alongside your main SIM: the physical card keeps receiving SMS and calls (including bank OTPs), while mobile data flows through the eSIM. Just pick the eSIM as your data source in settings.

Question 3

Does my device support eSIM?

Accepted Answer

Nearly all recent phones do — iPhone from the XS onward, Samsung Galaxy from the S20, and Google Pixel from the 3 series. The full per-model list is on the Supported Devices page.

Question 4

Does my phone need to be carrier-unlocked?

Accepted Answer

Yes. A carrier-locked phone (usually from a contract or installment plan) cannot use eSIM profiles from other providers. Ask your carrier to unlock it before buying.

Question 5

Which payment methods do you accept?

Accepted Answer

Every Midtrans method: QRIS, GoPay, Virtual Accounts (all banks), and credit/debit cards. You can also pay in full from your Sentadu Wallet balance.

Question 6

What currency am I charged in?

Accepted Answer

Charges are always processed in Indonesian Rupiah (IDR). If a price is displayed in USD or EUR, the exact Rupiah amount to be charged is calculated and clearly shown before you pay.

Question 7

When do I receive my eSIM?

Accepted Answer

The moment your payment is confirmed, the eSIM QR code is emailed to you — usually within a minute. The QR also stays permanently available on the My eSIMs page.

Question 8

Are there any extra fees?

Accepted Answer

No. Displayed prices already include our service markup and the latest FX conversion. There are no roaming fees, activation fees, or surprise charges afterwards.

Question 9

When does my plan's validity start?

Accepted Answer

Validity starts when the eSIM first connects to a partner network at your destination — not at purchase. So it's safe to buy days or weeks before you fly.

Question 10

How do I activate the eSIM?

Accepted Answer

Open the email with the QR code (or the My eSIMs page), then on your phone: iOS — Settings → Cellular → Add eSIM; Android — Settings → Network & internet → SIMs → Add eSIM. Scan the QR and enable Data Roaming for that line.

Question 11

What happens when my data runs out?

Accepted Answer

Running out isn't the end of the trip. Some plans support top-ups, and daily-unlimited plans refresh every morning (speed drops after the daily limit). Wallet balance also lets you buy a new plan anytime.

Question 12

Can one plan work in multiple countries?

Accepted Answer

Yes. Multi/Regional plans cover many countries on a single eSIM — your phone hops between partner networks automatically as you cross borders. Check the coverage label on the plan page.

Question 13

What if scanning fails or activation doesn't work?

Accepted Answer

Every eSIM includes a manual LPA code you can type in directly when the QR won't scan. Still stuck? Contact us through the Help page with the ICCID shown in your eSIM details.

Question 14

What is the Sentadu Wallet?

Accepted Answer

The Wallet is an Indonesian Rupiah balance for faster checkout. Top up once via Midtrans, then buy any plan without repeating payment details. Every mutation is recorded in the transaction history.

Question 15

Can I withdraw my wallet balance?

Accepted Answer

Wallet balance is used for purchases on the platform and can't be withdrawn as cash. Refunds from eligible orders are credited back to your wallet balance.

Question 16

What is the refund policy?

Accepted Answer

Plans that haven't been activated and are still within their validity window can be refunded per the Refund Policy. Used eSIMs follow the terms on the same page. Start a request through the Help page.

Frequently Asked Questions

General

Purchases & payments

Activation & usage

Wallet & refunds

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