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?: Your plan arrives instantly by email. Installation takes about three minutes, and service activates the moment you enable data roaming 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 are refundable within seven days if they have not been activated. Once activated, refunds are unavailable because the profile is consumed.

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 from your device eSIM settings.
Can I install the same eSIM on multiple devices?: Each eSIM profile can be added to one device only. Purchase separate plans if you need coverage for multiple phones or tablets.

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?: Lumo plans are data first. Keep your primary SIM for calls and SMS, or check the plan description if voice is supported.
How do I check my data usage?: Track usage in device settings or sign in to the Lumo dashboard for real-time consumption and remaining data.
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?: Toggle airplane mode, ensure mobile data is set to the Lumo line, and check APN settings if provided in the email. Contact support if issues persist.
Can I reinstall an eSIM after deleting it?: Most carriers allow only one download per eSIM. Reach out to support for a replacement if the profile was removed accidentally.
How fast does support respond?: We monitor mail 24 hours a day. Replies typically arrive within two hours, even on weekends and holidays.

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.

Here for you

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.