URL: https://esimgo.ae/help/
Source: eSIM Go (esimgo.ae)
Author: Nadezhda Semenova, entrepreneur, co-founder of the Trippy travel service, https://esimgo.ae/author/
Updated: 15 Oct 2026

# Help: install, connect and keep your UAE number

Pick the line that matches your situation and follow the link. Our eSIMs are for use outside the UAE and do not provide service in the UAE. For anything not listed here, write to support@esimgo.ae.

## Before you fly

Install the eSIM at home, on Wi-Fi, before you fly. Almost every plan counts its days from the first connection in the destination, not from the install; the country page states the rule for yours.

- **You have never installed an eSIM:** [how to install an eSIM](/how-to-install-esim/), with the QR code or the manual code.
- **You have an iPhone:** [install an eSIM on iPhone](/how-to-install-esim/iphone/).
- **You have an Android phone:** [install an eSIM on Android](/how-to-install-esim/android/).
- **You doubt your phone supports eSIM:** [eSIM-compatible phones](/esim-compatible-phones/).
- **You want to delete the eSIM before the trip ends:** don't. Turn the line off instead, and contact support before you reinstall it or move it to another phone: [delete or turn off an eSIM](/help/delete-esim/).

## After you land

"No service" at home is normal, because the plan connects only in the destination. Abroad with no bars or no internet, run five checks in order, from Data Roaming on the eSIM line to the APN: [eSIM not working abroad](/help/esim-no-signal/).

- **Your plan needs a manual APN on Android:** [APN settings](/help/apn-settings/).
- **You want to see how much data is left:** [check data usage](/help/check-data-usage/).
- **You want to share data with a laptop or another phone:** [hotspot with a travel eSIM](/help/esim-hotspot/).

Your UAE SIM stays in the phone for calls and SMS, and the eSIM carries the data: [keep your UAE number abroad](/help/keep-your-uae-number/). Without a roaming pack, your e&, du or Virgin Mobile line won't use mobile data abroad (e& lets you unlock pay-as-you-go data for 24 hours by SMS). What you pay to stay reachable:

| Operator | SMS you receive abroad | Call you receive in the Gulf, per minute |
|---|---|---|
| e& | "Incoming SMS Free" | AED 0.808 |
| du | no price found | AED 0.81 |
| Virgin Mobile | "Receive AED 0.00" (India and UK rates) | AED 0.808 in Saudi Arabia |

Operator rate pages, 15 Oct 2026. No operator page we read promises that bank OTP SMS will arrive abroad, so keep the UAE SIM switched on and don't rely on it.

## Payment and refunds

You pay by card, in AED, and the amount is the exact price shown at checkout. Charged in AED by JET SHARING (USA). Your bank may add a foreign-transaction fee: the UAE bank schedules we read on 15 Oct 2026 list **1.99%** ([Emirates NBD Priority Banking](https://cdn.emiratesnbd.com/enbd/files/pdf/personal_banking_soc_prb_en.pdf)) to **2.99%** ([ADCB](https://www.adcb.com/en/multimedia/sof/cb-sof-current-charges-fees.pdf), most credit cards). Details: [how to pay](/how-to-pay/).

You can get a refund within **30 days** of purchase if the eSIM has not connected to any network. The full rules are in the [refund policy](/refund-policy/).

## FAQ

### Which guide do I read if my eSIM shows no service?

Read the eSIM not working abroad checklist: five checks in order, from Data Roaming on the eSIM line to the APN. In the UAE, no service is normal: our eSIMs connect when you land abroad.

### How do I get a refund?

Ask within 30 days of purchase, before the eSIM has connected to any network. Write to support@esimgo.ae or on WhatsApp with your order number and the e-mail you used to buy.

### How do I contact support?

Email support@esimgo.ae or write on WhatsApp from the contact page. Send the country, your phone model and a screenshot of the eSIM line.

### Will bank OTP SMS reach my UAE number abroad?

No operator page we read promises it. Keep your UAE SIM switched on for SMS: e& and Virgin Mobile don't charge for SMS you receive abroad, and we found no du price, so check with du. Calls you receive are charged per minute.

## Sources

- e&, [standard roaming rates](https://www.eand.ae/en/c/mobile/standard-roaming-rates.html): eand.ae/en/c/mobile/standard-roaming-rates.html (15 Oct 2026)
- du, [roaming FAQ](https://www.du.ae/personal/mobile/roaming): du.ae/personal/mobile/roaming (15 Oct 2026)
- Virgin Mobile UAE, [country rates](https://www.virginmobile.ae/country-rates/): virginmobile.ae/country-rates/ (15 Oct 2026)
- [ADCB schedule of charges](https://www.adcb.com/en/multimedia/sof/cb-sof-current-charges-fees.pdf) and [Emirates NBD Priority Banking schedule of charges](https://cdn.emiratesnbd.com/enbd/files/pdf/personal_banking_soc_prb_en.pdf), card fees (15 Oct 2026)