Guides

SOMETIMES, UNEXPECTED THINGS HAPPEN.

DO NOT WORRY! WE ARE HERE TO HELP!

TROUBLESHOOTING GUIDE

If you are having issue getting connected, follow the step-by-step troubleshooting instructions below. We kindly request you to read through the guide carefully, as it usually resolves the issue. 

If you are still experiencing difficulties, do not hesitate to reach out to us via Facebook Messenger or on WhatsApp. Our team will be more than happy to assist you further.

Please note for local SIM cards (such as USA T-Mobile/Verizon/AT&T, Europe Giffgaff/Vodafone/Movistar, Vietnam Mobifone, HK CSL, Indonesian Telkomsel, Thailand DTAC) please get in touch with us directly. Most of these SIM cards require activation by us, kindly refer to the activation time/procedure on the product page before contacting us.

  • 1.

    Disable VPN and any secondary SIM/eSIM lines (for dual SIM phones)
  • 2.

    Insert SIM or install eSIM by scanning the QR code (Wi-Fi connection required for eSIM installation)
  • 3.

    Confirm mobile data is sourced from our SIM and turn on data roaming (Android: All Network)
  • 4.

    Wait up to 10 minutes for activation, please refrain from changing any mobile settings
  • 5.

    Ensure APN and network operator are set to automatic. Refer to the table below for your reference
  • 5.1

    Note: Japan (Docomo IIJ) eSIM may require manual APN input, please enter "vmobile.jp"
  • 6.

    Restart your phone and/or turn on and off airplane mode
  • 7.

    Still not working? Please get in touch with us, you MUST contact us for our money back guarantee policy to apply

Frequently Asked Questions (FAQ)

Do not worry we are here to help! You should first check out our guide here, this usually resolve 99% of the issues.

If the problem still persists please get in touch with our friendly customer service support (Facebook Messenger or on WhatsApp) and we can help you get connected.

Note: for our money back guarantee policy to apply you MUST contact us to troubleshoot the issue or we will not be able to provide you with a refund.

All of our SIMs come in 3 sizes – Standard, Micro and Nano. You can just pop the size you need and insert it your device. 

Most of our SIMs do not come with phone numbers as the SIMs are data-only therefore calls & texts to Australia will not work. Our USA T-Mobile/Verizon/AT&T, Europe GiffGaff/Vodafone/Movistar/Orange comes with a local phone number and may have local calls included – check their individual product page for more details. 

We suggest making your calls and texts for free via the Internet!  It’s much cheaper than using mobile network rates, and will work via any data or WiFi connection – all you need is to download and install the right apps on your phone 

Here are our top recommendations: 

 WhatsApp 

  • Download and sign up using your Australian phone number (so please do it before you fly) 
  • Free calls, texts, photos and videos with anyone else who has the app
  • Can’t call non-users or landlines/mobiles 
  • We highly suggest downloading this app as our support team also uses WhatsApp!

Facebook Messenger 

  • Works from your Facebook account 
  • Free calls, texts, photos, videos with anyone else who is “friends” with you  
  • Can’t call non-users or landlines/mobiles 
  • We highly suggest downloading this app as our support team also uses Facebook Messenger! 

 Facetime & iMessage 

  • Specific to Apple users 
  • iMessages to other Apple users (blue coloured bubbles) 
  • Free calls, texts, photos, videos with other Apple users 
  • Can’t call Android users or landlines 
  • FaceTime is already installed on every iOS device and is super convenient for making calls. All you need to do is start a new FaceTime and choose audio or video 

 Viber 

  • Download and sign up using your Australian phone number (so please do it before you fly) 
  • Free calls, texts, photos and videos with anyone else who has the app 
  • Can call landlines and non-users, for a fee (super cheap rates plus there is a 1 week free trial!)
  • Find out about Viber here 

Skype 

  • Download and sign up using your email address 
  • Free calls, texts, photos and videos with anyone else who has the app
  • Can call landlines and non-users, for a fee – you can buy Skype call credits 

Rebtel 

  • Download and sign up using your Australian phone number (so please do it before you fly) 
  • Free calls to the USA (unlimited)
  • Can call landlines and mobile phones for a fee (super cheap rates plus there is a 1 week free trial!)
  • Find out about Rebtel here

 

Most of our SIMs such as all our ASIA (physical) SIM cards activates when you insert the SIM Cards.

eSIM products from 3HK and Japan (Docomo IIJ) will activate as soon as you scan the eSIM QR code. Please refrain from installing the eSIM if you do not want the plan to start.

For any other eSIM products, you can scan the eSIM QR code while in Australia without “starting” the plan (please DO NOT turn on data roaming). The eSIM will “start” the plan only when it connects to a supported network operator. Please kindly turn off the eSIM once you have installed it to your phone.

For SIMs that requires activation such as USA T-Mobile/Verizon/AT&T, Europe GiffGaff/Movistar/Vodafone SIMs we will activate these in accordance with our activation procedure. Kindly refer to the product page to see the activation period. 

You can find more specific activation information in the product specific pages on our website! 

If you purchased a SIM that requires activation from us, the SIM will be activated on the date that is nominated at check out. If you are unsure or do not remember give us a message or email and we can have a look for you. 

If you need it changed please message us at least 5 days prior to your nominated date. 

For physical SIM cards, we recommend inserting the SIM into your device upon arrival at your destination. Please note that inserting the SIM while in Australia may trigger the activation period.

For eSIMs, you can scan the QR code while in Australia without “starting” the plan. The eSIM will “start” the plan only when it connects to a supported network operator.” Note this does not apply to eSIM provided by 3HK and Japan (Docomo IIJ), these eSIM will start as soon as you scan the eSIM.

Nope! Even if you turn on data roaming all our SIMs are prepaid therefore there will be no extra charges. We are here to help you save on your roaming fees! You get exactly what you paid for and never worry on paying expensive roaming fees. 

Please head to travelkon.com.au/datausage, please note if the data usage checker is not working this means the SIM/eSIM you are using is not supported. In this case please kindly use your mobile phone settings to track your data usage.

For local SIM cards such as USA T-Mobile/Verizon/AT&T, Europe GiffGaff/Movistar/Vodafone/Orange, you can check on how to check your data usage by visiting the individual product page for more details. 

Apple 

Settings > Mobile > Scroll to find Current Period Roaming 

Android 

Settings > Connections > Data Usage > Billing Cycle and data warning > Select the period from the day you started using the SIM to the current day. Save and your data usage will be shown.

The default 2GB data warning is NOT the data quota this is just the Android Settings which you can change.

Note: It may appear different on other Android devices. Please look around in your network settings for similar menu! If you cannot find it do a quick Google search and it should pop up! 

Most of our SIM cards will require data roaming to be turned on, do not worry there will be no hidden charges! The SIM will not work if you do not turn data roaming on. If you have a dual SIM pones make sure you select our SIM card! 

Turning on data roaming is super simple! Here’s how you can do it: 

Apple 

Settings > Mobile > Mobile Data Options > Turn on Data Roaming 

Android 

Settings > Connections > Mobile Networks > Turn on Data Roaming (all networks)

Note: It may appear different on other Android devices. Please look around in your network settings for similar menu! If you cannot find it do a quick Google search and it should pop up! 

If you purchased our ASIA Explorer card, the SIM will seamlessly work in all listed countries. As you travel from one country to another, the SIM will automatically switch to the appropriate network operator. However, if you encounter any issues, please ensure that the correct network operator is selected. In some cases, the SIM may have chosen the wrong operator

See the list of network operator in table below.

Please contact us, we will review your case and if we do allow the return we do charge a 10% restocking fee.

For eSIM purchases, depending on the product we may be able to provide a full refund provided it has not been activated.

For local SIMs such as T-Mobile, Europe Movistar/GiffGaff/Three/Vodafone you can recharge by signing up or downloading the respective carrier apps – unfortunately we would not be able to help, we recommend you to buy more than 1 SIM if you are travelling more than the duration of the SIM plan.

For all other roaming SIM we will not be able to recharge, if your phone support eSIM we recommend purchasing the eSIM (instant delivery).

Movistar and Vodafone Europe SIMs are manually activated by us, if there is no signal this probably means it is not activated yet, please get in touch with us to check.

Once it is activated you should receive a welcome text messages (in Spanish) that the SIM is activated.

Make sure that you have changed your APN settings to match the following:

Movistar:

For iOS devices
APN: telefonica.es
User name: telefonica
Password: telefonica

For Android devices
Name: Movistar ES
APN: telefonica.es
User name: telefonica
Password: telefonica
Authentication type: PAP 

Vodafone:

For iOS devices 
APN: airtelwap.es 
User name: wap@wap
Password: wap125

For Android devices 
Name: Vodafone ES
APN: telefonica.es 
User name: wap@wap
Password: wap125

 

If you have a dual SIM phone, you can use our SIM or eSIM at the same time, simply turn on your Australian SIM to receive text messages. Please note that using data roaming, sending text, making and receiving calls will incur charges. As long as you turn OFF data roaming on your Australian SIM you won’t incur any charges. Please check with your operator for more details.

eSIM Frequently Asked Questions (FAQ)

An eSIM (embedded SIM) is a small chip that is built into newer models of mobile phones, tablets, and other devices. You can check the list of compatible devices here. 

This means you do not the physical SIM card anymore if you have a compatible device, you can simply scan the QR code! 

Why buy our travel eSIM? 

  • Convenience, sent via email instantly no need to wait for postage and get connected as soon as you land 
  • eSIM cannot be lost or damaged 
  • Environmentally friendly as we do not need to post these out and no plastic SIM cards!

eSIMs technology is new and only available on the latest devices. You can find the full list of compatible devices here. 

Alternatively please dial *#06# and look for an EID number, if you have an EID number you device has an eSIM function.

Once you place your order, we will send you an email with your QR code or redemption code instantly. You can then scan the QR code and follow the instructions here. 

Please note that if you purchase a physical SIM card and an eSIM in the same order, the eSIM will require manual processing within 24 hours. To avoid delays, we recommend purchasing the physical SIM separately.

Most devices will allow you to have multiple eSIMs installed but you will only be able to use the eSIM one at a time. The iPhone 13, 14 and 15 range does allow you to use 2 eSIMs at the same time.

All our eSIMs (except 3HK and Japan Docomo IIJ eSIM) will “start” only when they connect to a supported network. This means that you can scan the QR code while in Australia without starting the plan. However, please ensure that you do not turn on data roaming and turn off the line until you reach your destination. Please note eSIM from 3HK and Japan Docomo IIJ will activate as soon as you scant the QR code.

For eSIMs that require activation, such as USA T-Mobile, we will send you the QR code upon receiving your order. However, the QR code will only work once we activate the plan on the morning of your chosen travel date (local time). 

You can find more specific activation information in the product specific pages on our website!

Once you have scanned the eSIM and added it to your device, it cannot be transferred to another device.

Yes you can! Just make sure to keep data roaming and the eSIM line turned off until you reach your destination country. We recommend only adding the eSIM a few days before your trip.

When you reach the destination country just make sure you follow this guide! (i.e. turn data roaming on!)

Please note eSIM from 3HK and Japan Docomo IIJ, the plan will start as soon as you scan the QR code.

An eSIM can only be scanned once. If you accidentally delete the eSIM from your device, please contact us for assistance. We may be able to reset the QR code for you (can take up to 24 hours).

eSIM connection require strong Wi-Fi connection, if you tried scanning the eSIM but the installation failed, the QR code will no longer be “available”. You will need to contact us to reset the QR code.

Sometimes public Wi-Fi may also block eSIM installation, please try a different location to see if it works. We recommend installing the eSIM whilst you are in Australia.

We recommend installing the eSIM QR code before your trip or to print the QR code so you can scan it easily. Some eSIM has manual method, please ensure you enter exactly the SM+DP address (without the https://) and the activation code.

Most phones now allow scanning the QR code on the same device.

If you have installed the Japan IIJ eSIM, please ensure data roaming is turned on and the Access Point Names (APN) may need to be manually added.

Please input “vmobile.jp” under the APN field.

If you received the following text:

‘Info Bouygtel. Important, pour continuer à utiliser votre ligne, identifiez-vous auprès de notre Service Client en appelant le 634 (lundi au samedi 8h-20h, 0,25€/min dès mise en relation avec un conseiller). Sans identification de votre part, votre ligne sera résiliée. Appelez-nous vite !

You can ignore it as it is an automated message and is not required for usage under 30 days.

No, there is no recharge function for our eSIM. Simply purchase another eSIM and it will be send instantly!

Shipping Frequently Asked Questions (FAQ)

Our SIM cards are shipped from Perth, WA and we aim to dispatch them at 12 PM every day. Please note that eSIMs are delivered via email instantly and no physical SIM card will be posted. 

We aim to post our SIM cards via Australia Post over the counter so that the envelope is scanned. However, there may be times when we post the SIM cards via a Red Post Box. In this case, there will be no scanning event until the envelope reaches its destination state, so the tracking information may show as pending until delivery.

If you have not received a tracking number or if the tracking number is not working after 7-9 business days from your purchase date, please contact us for assistance.

Once we have posted the SIM cards, we do not have control over the delivery times. If it has been 7-9 business days since we posted your SIM cards and the tracking information is not updating, you can contact Australia Post directly for assistance

If your SIM card does not arrive on time, please contact us. You can write ‘Return to Sender’ (RTS) on the envelope and drop it off at an Australia Post office or a red post box. Once we receive the SIM card back, we will provide you with a full refund

APN & Mobile Network Operator List

0
    0
    Your Cart
    Your cart is emptyReturn to Shop
      Apply Coupon
      ×