Answers to the questions we are asked most. If yours is not here, email [email protected] — we answer by email, usually within a day.
Nothing matches that. Email [email protected] and a person will read it.
An eSIM is a SIM card built into your phone. Instead of putting a piece of plastic in a tray, you install a profile over the internet — so you can buy a plan for your destination while you are still at home and switch it on when you land.
Milo sells credits rather than contracts. You buy credits once and spend them on any plan, in any country we cover, at any time. Nothing renews on its own and nothing expires the moment your trip ends.
No. Milo plans are data only. Your own SIM stays in the phone, so you keep your number for calls and messages while the internet runs over Milo. Milo does not carry calls or SMS and cannot be used to reach emergency services.
Any eSIM-capable phone that is not locked to a carrier. Most phones sold in the last few years support eSIM — you can check in your phone's network settings, where an option to add an eSIM or a data plan will appear.
Buy a plan in the app, then open the eSIM and tap Set up. Your phone's own installer opens and adds the profile. You can also scan the QR code with a second device, or enter the activation details by hand.
Before you travel, on Wi-Fi. Installing needs an internet connection, and finding one at an airport in a country where your phone has no data is the hard way to do it. The plan itself does not start counting until it connects to a network at your destination.
In more than 190 countries and regions. Plans come in three shapes: a single country, a region such as Europe or Asia, and global plans that work across continents. The countries each plan covers are listed on the plan itself.
Open the eSIM in the app. Data and days left are shown there, and a home-screen widget shows the same figures at a glance. Usage comes from the network and can lag by one to three hours.
Yes. Open the eSIM and choose Add data. The top-up lands on the profile you already installed — there is nothing to reinstall and no second eSIM.
Buy another one. An expired plan cannot be topped up, so the app will offer you a new plan for the same destination.
Credits are what you spend on plans. You buy them once, in a pack, and they sit in your balance until you use them. Prices in the app are shown in credits, so the same plan costs the same wherever you buy it.
Through Google Play. Your card details never reach us — the store handles the payment and tells us the purchase succeeded.
Open Profile and tap Restore purchases. That re-checks your purchases with the store and puts anything missing back. If they are still missing, email us with the order number from your store receipt.
Credit purchases are handled by Google Play, so refunds for them follow Google's refund policy. Plans bought with credits are different: cancel one before you install it and the credits go straight back to your balance. Once a plan is installed on a phone it can no longer be cancelled.
No. The app works straight away without one. Signing in with Google links your eSIMs and credits to that account so they follow you to a new phone — without it, they live on this device only.
Profile, then My account, then Delete account. This removes your account and its data. Active eSIMs stop working and unused credits are lost, so finish or cancel anything you still want first.
Profile has a Notifications switch. Turning it off stops Milo notifications without touching any of your other apps.
Three things, in order. Check the Milo eSIM is switched on in your phone's network settings and selected for mobile data. Turn on data roaming for that eSIM — your plan is roaming on a local network, so the setting has to be on. Then restart the phone, which is what fixes it most of the time.
Use Set up in the app instead: it hands the profile to your phone directly, with no camera involved. If you are scanning from the same phone that will hold the eSIM, scanning is not possible anyway — that is what the direct install is for.
Usually one of three things: the phone is locked to a carrier, the profile has already been installed once and cannot be installed again, or there is no internet connection. A profile can only be installed on one device.
Email [email protected]. Include the customer ID from your Profile page — it lets us find your account and your eSIMs without a round of questions.
Tell us what happened, what you expected, and your customer ID from the Profile page. Screenshots help.
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Milo eSIM