eSIM Terms & Coverage Policy
Last updated: May 2026 · Applies to all Timbill travel eSIM purchases.
This policy explains how Timbill eSIMs work, what coverage you can expect, and the specific rules that apply to eSIM products. By purchasing an eSIM from Timbill, you agree to these terms in addition to our general Terms & Conditions.
1. What is an eSIM?
An eSIM (embedded SIM) is a digital SIM card that you install on your device by scanning a QR code or entering an activation code. It allows you to access mobile data in foreign countries without changing your physical SIM card.
2. Device Compatibility
Your device must be: (a) eSIM-compatible (most modern smartphones from 2018 onwards support eSIM), (b) Carrier-unlocked or compatible with the local carrier network, (c) Updated to a recent operating system version.
- iPhone XS / XR and newer
- Google Pixel 3 and newer
- Samsung Galaxy S20 and newer
- Most flagship Android phones from 2020 onwards
Some carrier-locked devices (purchased on contract) may not support eSIMs even if the hardware is capable. Contact your home carrier to confirm.
3. Activation & Validity
- QR Code Delivery: Your eSIM QR code is delivered via email and WhatsApp within minutes of payment confirmation.
- Installation: Open Settings → Cellular/Mobile Data → Add eSIM → Scan QR Code. The installation process takes 1–3 minutes.
- Activation: Your plan activates upon FIRST NETWORK CONNECTION at your destination. Until then, the plan is unused.
- Validity Period: The plan duration starts from first activation, NOT from the date of purchase. You can install the eSIM in advance and activate when you arrive.
- Installation Deadline: eSIM QR codes typically have an installation deadline of 12 months from purchase.
4. Data Allowance & Fair Use
Plans are sold with a specific data allowance (e.g., 5 GB, 10 GB, Unlimited).
For "Unlimited" plans:
- Daily Fair Use Policy (FUP) applies — typically 1–2 GB per day at full speed (4G/5G)
- After exceeding the daily allowance, speeds are throttled to 128–512 kbps (still usable for messaging and emails)
- Speeds reset every 24 hours
- The exact daily FUP is disclosed on each product page
For data-capped plans (e.g., 10 GB):
- Once you reach the cap, data stops working until you top up or the plan expires
- We will notify you via email/WhatsApp when you approach 80% and 100% of your allowance
5. Coverage & Speed
Coverage depends on the local carrier(s) we partner with for each destination. We list supported networks on each destination page.
We do not guarantee specific speeds. Real-world performance depends on your location, device, time of day, and network congestion.
Indoor coverage may be weaker than outdoor coverage.
Some remote areas may have limited or no coverage.
5G availability depends on the local carrier and your device.
6. eKYC (Identity Verification) Requirements
Some destinations require identity verification (eKYC) per local regulations (e.g., China, Saudi Arabia, Turkey). If your destination requires eKYC, you will be prompted to submit a photo of your passport and a selfie before the eSIM can be activated. Failure to complete eKYC means the eSIM cannot be activated. Refunds for failed eKYC are granted within 7 days of purchase.
7. Tethering & Hotspot
Most Timbill eSIMs allow tethering (using your phone as a Wi-Fi hotspot for other devices). However, tethering is subject to your data allowance, some destinations or specific plans prohibit tethering (this is disclosed on the product page), and heavy tethering may trigger throttling under the Fair Use Policy.
8. Voice Calls & SMS
Most Timbill eSIM plans are DATA-ONLY. They do NOT support traditional phone calls or SMS. You can still use WhatsApp, FaceTime, iMessage, etc. You may receive SMS for verification codes (OTPs) only if the local carrier supports international SMS delivery. We cannot guarantee OTP delivery for banking or government services.
9. Top-Ups & Plan Extensions
If you run out of data, you can purchase a new eSIM plan (requires installing a new QR code) or top up your existing plan if the destination supports it (look for "Topup eligible" badge). Top-ups extend your plan's data allowance but typically do NOT extend the validity period.
10. Cancellation & Refunds
Please see our Refund & Returns Policy for full details. In summary: ✅ Full refund if NOT activated and within 30 days of purchase. ❌ No refund after activation, regardless of usage.
11. Regional Restrictions
- 🇦🇪 United Arab Emirates: Per our eSIM vendor agreement, customers physically located in the UAE at the time of purchase CANNOT buy eSIMs from Timbill. This is enforced via IP-based geolocation.
- 🇨🇳 Mainland China: China eSIMs may have specific restrictions (e.g., limited access to certain websites/services per local laws). VPN use is at your own risk.
- 🇮🇱🇵🇸 We do not sell eSIMs for Israel or Palestinian territories.
12. Limitations & Disclaimers
Timbill is a reseller of eSIM services provided by international carriers and aggregators. We are NOT responsible for carrier outages, local government restrictions, device compatibility issues, incorrect installation, or data loss. Coverage maps and speeds are estimates based on the local carrier's published information. Actual performance may vary.
13. Customer Support
For eSIM issues contact us: • WhatsApp: +1 (202) 695-4446 • Email: [email protected] • Average response time: 5 minutes during business hours
14. Changes to This Policy
We may update this policy from time to time. Material changes will be notified via email or platform notice. The "Last updated" date at the top reflects the most recent revision.