Help center
Everything you need to travel connected
Explore curated guides, detailed walkthroughs, and quick answers for every stage of your trip. Our team keeps this space updated so help is always one search away.
Need a human? Emailhelp@lumo.tofor a reply in under two hours.
- Device compatibility
- Make sure your phone is eSIM ready before you travel.
- Install your eSIM
- Follow platform-specific instructions with confidence.
- Manage plans and data
- Understand coverage, top ups, and how data limits work.
- Troubleshooting tips
- Fix connection issues in minutes, even while abroad.
Getting started
- What is an eSIM?
- An eSIM (embedded SIM) is a digital SIM card inside your device. It can be activated remotely with carrier details, so you get connected without inserting a physical SIM.
- How do I know if my device supports eSIM?
- Most modern smartphones from 2018 onwards support eSIM, including iPhone XS and later, Google Pixel 3 and later, and many Samsung Galaxy models. Check Settings > Cellular or Mobile Data to see if eSIM options appear.
- How quickly can I get connected?
- No account or registration is required to buy. Your plan arrives instantly by email and activation takes about 30 seconds. After activating the eSIM, turn on data roaming for the Lumo line to start using mobile internet at your destination.
Plans and pricing
- How do I choose the right data plan?
- Match the plan to your trip length and usage. Light messaging and maps: 1-3 GB. Social and browsing: 5-10 GB. Streaming or tethering: 15 GB or more.
- Can I use my plan in multiple countries?
- Yes. Look for regional or global plans for multi-country coverage and review the supported destination list before purchase.
- What happens if I exceed my data limit?
- Speed may slow or data may pause depending on the plan. You can add more data or purchase a new plan from your Lumo account dashboard.
- Can I get a refund if I do not use my plan?
- Unused eSIMs can be cancelled and refunded in full within seven days, as long as they have not been activated. Once an eSIM has been activated it is no longer refundable, so check that your device is eSIM compatible and that the plan covers your destination before you activate.
Installation and setup
- How do I install my eSIM?
- After purchase you receive a QR code by email. On iPhone: Settings > Cellular > Add Cellular Plan > Scan QR code. On Android: Settings > Network and Internet > Mobile Network > Add carrier > Scan QR code.
- When should I install my eSIM?
- Install any time after purchase so it is ready before you travel. Only enable data roaming when you arrive to avoid charges on your primary SIM.
- What if the QR code does not work?
- Use the manual entry details in your confirmation email — enter the SM-DP+ address and activation code in your device eSIM settings. If installation still fails, check that your device is unlocked and eSIM capable, that you are on a strong Wi-Fi or mobile data connection (the profile is downloaded over the internet), and that you are not behind a restrictive firewall.
- Do I need to set up APN settings?
- No. APNs are applied automatically and no action is needed from you — do not change them unless something is actually wrong. There is one known fallback: if you are in Japan on an iPhone and have no internet after arriving, open Settings > Mobile Data (or Cellular) > Mobile Data Network, enter vmobile.jp in the APN field, then turn roaming back on for the Lumo line. Some Android devices occasionally need the APN entered by hand too. If none of that applies, leave the settings alone.
- Can I install the same eSIM on multiple devices?
- No — an eSIM cannot be shared. Each QR code installs a single eSIM onto one device and is used up in the process, so forwarding the email, photographing the code, or scanning it again on a second phone or tablet will not give that device any service. Two people cannot use one plan. Buy a separate plan for each device that needs data. Once an eSIM has been activated it also cannot be moved to a different device.
Using your eSIM
- How do I switch between my regular SIM and eSIM?
- Use Settings > Cellular or Mobile Data to assign which line handles calls, messages, and data. You can keep both lines active for different tasks.
- Will I receive calls and texts on my eSIM?
- No. Lumo plans are data-only — they provide mobile internet with no calls, SMS, or phone number. Keep your primary SIM active if you need voice and text.
- How do I check my data usage?
- Track usage in device settings under Cellular or Mobile Data, or sign in to the Lumo dashboard to see consumption and remaining data. Network-reported usage can lag slightly, so your device settings are the most accurate view of what you have actually used.
- What if I am not getting good signal?
- Confirm data roaming is on, restart your device, verify local coverage, and try selecting a different network manually.
Troubleshooting and support
- I cannot scan the QR code. What should I do?
- Clean the camera lens, increase screen brightness if scanning from another device, or enter the details manually from the email.
- Data is not working after installation. How can I fix it?
- Work through these in order: select the Lumo eSIM as your cellular data line, turn on data roaming for that line, restart your device to get a fresh network connection, and turn off any VPN. The first connection at a new destination can take anywhere from a few minutes up to an hour, so give it time before assuming something is wrong. If you have signal bars but no data, try selecting the network manually. Only if you are in Japan on an iPhone and still cannot get online, set the APN to vmobile.jp. Contact support if data still does not work.
- Can I reinstall an eSIM after deleting it?
- Do not delete your eSIM while you still have data left on it — deletion is not reversible. If you have already deleted it, scan the original QR code from your confirmation email to try re-adding the profile. This only works on the same device the eSIM was first installed on; scanning it on any other phone or tablet will not work. If the eSIM had already been activated when you deleted it, the profile may no longer be available to download and you may need to buy a new eSIM.
- My plan shows data left but nothing loads. What now?
- Check your actual consumption in your device settings under Cellular or Mobile Data. Usage figures reported by the network are not always up to the minute, so the balance shown may lag behind what you have really used.
- How fast does support respond?
- Replies typically arrive within 2-4 hours, even on weekends and holidays. To get help fastest, include your order number or ICCID and a screenshot of the error or of your cellular settings.
Billing and account
- Where can I see my past orders?
- Log in to your account and open Order History for receipts, invoices, and plan details.
- Can I extend my plan before it expires?
- Yes. Add top ups from the dashboard or purchase a new plan and install it when you are ready.
- How do I update payment information?
- Go to Account Settings to update saved payment methods and billing addresses. Changes apply to future purchases.
- Where can I download my invoice?
- Every order includes a PDF invoice in Order History for expense reporting and record keeping.
Talk to support
Prefer a guided hand? Our specialists are available around the clock with device setup, coverage checks, billing help, and tailored plan advice.
- Email any time
- Reach us at help@lumo.to for step-by-step support from real specialists.
- Fast response
- Average reply time is under two hours across all time zones.
- Guided resources
- Browse device-specific walkthroughs and region tips in the Help Center.