Frequently asked questions
Everything you need before your first Kwetu eSIM.
An eSIM (embedded SIM) is a digital SIM card built into your device. Unlike a physical SIM, you can activate a data plan digitally — no need to visit a store or wait for a card to arrive. With Kwetu, you can purchase a plan and start using it within minutes.
Kwetu works with multiple international providers to find you the best coverage and price for each destination. We compare plans across providers automatically and select the best value for your trip. You also get a built-in wallet, easy top-ups, and real-time customer support.
Kwetu offers eSIM plans for over 150 countries and regions worldwide, including popular destinations across Europe, Asia, Africa, the Americas, and the Middle East. Browse the store to find a plan for your destination.
Yes. Kwetu uses industry-standard encryption for all data in transit and at rest. We never sell your personal information to third parties. Payment details are handled by PCI-compliant processors and are never stored on our servers.
Most flagship smartphones released after 2018 support eSIM, including iPhone XS and later, Google Pixel 3 and later, and Samsung Galaxy S20 and later. Check your device settings under "Mobile Data" or "SIM Cards" for an "Add eSIM" option.
Download the Kwetu app, create an account, browse plans for your destination, purchase a plan, and install the eSIM directly from the app. The whole process takes just a few minutes.
Most modern phones support multiple eSIM profiles simultaneously, though only one can be active as your data SIM at a time. You can switch between eSIMs in your device's SIM or Mobile Data settings.
No. eSIMs run independently of your physical SIM card. You can keep your physical SIM for calls and texts while using the eSIM for mobile data abroad — one of the biggest advantages of eSIM technology.
Data usage is based on the total amount of data your device sends and receives, including background apps. We recommend disabling background app refresh for apps you do not need while traveling to conserve your data balance.
No. Kwetu plans expire at the end of their validity period and unused data does not carry over. However, you can top up an active eSIM to extend your data before the plan expires.
Yes! If your eSIM plan is still active, you can buy a top-up directly from the "My eSIMs" section in the app. Select your active eSIM and tap "Top Up" to see available top-up options.
When your data allowance is exhausted, data through your Kwetu eSIM will stop. You can purchase a top-up in the app to restore connectivity, or buy a new plan for the same destination.
After purchasing a plan, tap "Install Now" on the payment confirmation screen or from your eSIM details in "My eSIMs". Your phone will guide you through installation. Alternatively, tap "Show QR Code" to scan and install manually through your phone's settings.
eSIM activation is usually instant once installed. In rare cases it may take a few minutes for the network to register your new eSIM. Ensure you have a stable internet connection during installation.
For security reasons, eSIM profiles are tied to the device they were originally installed on and cannot be transferred. If you switch devices, you will need to purchase a new plan. Contact our support team if you have an urgent situation.
Make sure your camera lens is clean and hold it steady about 20–30 cm from the QR code. Try increasing the screen brightness of the device showing the code. You can also enter the activation details manually using the "Manual Entry" option in your phone's SIM settings. Contact support if the problem persists.
Kwetu accepts major credit and debit cards (Visa, Mastercard), M-Pesa for Kenyan customers, and payments through your Kwetu wallet. You can top up your wallet using Stripe or Pesapal.
If your eSIM has not been installed or activated, you may be eligible for a refund. Once an eSIM profile has been downloaded to a device, it cannot be refunded. Please contact our support team within 48 hours of purchase if you experience any issues.
You can browse and pay in your preferred currency. Kwetu supports USD, KES, EUR, GBP, and many other currencies. Set your preferred currency in your account settings. Your bank may apply its own currency conversion fees.
First, make sure the eSIM is set as your mobile data SIM in your device settings. Toggle Airplane Mode on and off. Check that data roaming is enabled. If you are in a supported coverage area and still cannot connect, restart your device. Contact our support team if the problem persists.
Each activation code (LPA string) can only be installed once and on one device. If you get an error during activation, try the QR code method or manual entry. If the issue persists, contact our support team with your order details and we will issue a replacement.
You can reach our support team via the in-app chat (tap the chat icon on any screen), by emailing [email protected], or through our website at kwetuesim.com/support. We aim to respond to all inquiries within 24 hours.