Quick answers

Unlimited data in 100 countries, and Unlimited Talk+Text to 50 countries and all Simsalasim users.

• The two lists are different sets. Data is a location scope: where you are. Talk+Text is a destination scope: the numbers you can call and text, from anywhere with service. A country can be on one list and not the other.
• Other Simsalasim users are included wherever they are, on top of the 50 countries.
• No contract, no minimum term, no activation fee, no hidden charges. Renews monthly and can be stopped at any time.
• Not included: countries outside the data list, which is what Data Passes cover. And the Premium products, VPN and Ad-Free, which are separate and run alongside the plan.
• One plan only. No tiers to compare or upgrade between.

Yes, for normal use on a phone. No allowance counting down and no speed drop at any threshold.

• There is no gigabyte limit and no throttling, at home or abroad.
• The line is meant to run a smartphone. It is not a replacement for fixed internet: no routers, no server boxes, no permanently tethered setup standing in for home or office broadband. This is set out under permitted use in the T&Cs.
• Usage of that kind is never billed as an extra. If it continues, Simsalasim can end the contract with regular notice.
• If your case is unclear, ask rather than assume.

Unlimited data in 100 countries, and Unlimited Talk+Text to 50 countries and all Simsalasim users.

• Data depends on where the phone is. Inside the 100 countries the plan works the same as at home: no roaming surcharge, no travel package, nothing to activate per country.
• Talk+Text depends on the number being called, not on where the phone is. Calls and texts to the 50 countries are included from anywhere with service.
• The two lists are different sets. A country can be on one list and not the other.
• The full country lists are in the app.
• Coverage tab: tap the country name at the top. The Select coverage list shows Data and Talk+Text per country, with search. The filter next to the search, set to Covered by plan, shows only the plan’s countries.
• Plan detail page: Unlimited data in 100 countries opens the data country list. Unlimited Talk+Text to 50 countries opens the Talk+Text country list. Both have a search.
• Plan detail page is reached from Magic (tap the plan card at the top) or from Profile > Orders > Plan.
• Country outside the 100: a Data Pass covers data there. It can be bought before travelling and starts counting on first connection in that country.
• A few countries have no service at all. The app names them when the country is picked or reached.
• On arrival: turn on Data Roaming in the phone settings. The phone connects on its own.

Unlimited data in 100 countries. The same data everywhere on that list: no roaming surcharge, no travel package, nothing to activate per country.

• The full country list is in the app.
• Checking a country: Coverage tab in the app. Tap the country name at the top. The Select coverage list shows Data and Talk+Text per country, with search. The filter next to the search, set to Covered by plan, shows only the plan’s countries.
• Plan detail page: Unlimited data in 100 countries opens the data country list, with search.
• Plan detail page is reached from Magic (tap the plan card at the top) or from Profile > Orders > Plan.
• Country not on the list: buy a Data Pass for it. A pass can be bought before travelling; it starts counting on first connection in that country, not at purchase.
• A few countries have no service at all, so neither the plan nor a pass reaches them. The app names the country and offers to write to you when that changes.
• The data list and the Talk+Text list are two different sets. Data depends on where you are. Talk+Text depends on the number being called. A country can be on one list and not the other.
• On arrival: turn roaming on. The phone connects on its own. No per-country activation and no per-country fee.

Unlimited Talk+Text to 50 countries and all Simsalasim users.

• Covers calls and texts to numbers in those 50 countries, with no per-minute or per-message charge.
• Other Simsalasim users are included wherever in the world they are, on top of the 50 countries.
• Talk+Text is a destination scope, not a location scope. It works from anywhere with service; being outside the 50 countries does not stop calls into them.
• The list is in the app under the plan. It is not the same list as the one for data. A country can be on one and not the other, by design.
• Not included: numbers outside those 50 countries. A Talk+Text Pass covers those, and it requires an active plan.

Yes. Talk+Text depends on the number being called, not on where you are. Calls and texts to those 50 countries work from anywhere with service.

• Example: in Thailand, which is not on the Talk+Text list, calling family in Germany, which is. That call is included. The dialled number decides, not the location.
• Incoming calls work as normal. The number stays reachable and incoming calls are not charged to you.
• Not covered: calling a number outside those 50 countries. Standing in a listed country does not change that, because the list is a destination list.
• Data is the opposite: it depends on where you are. A country being on one list and not the other is normal.

Country on the plan’s list: data works with nothing to do beyond turning roaming on. Country not on the list: a Data Pass is needed.

• Covered countries: no surcharge, no daily fee, no separate travel package.
• Uncovered countries: buy a Data Pass for that country. It can be bought before departure and starts counting on first connection there, so buying early costs nothing.
• A few countries have no service at all. No pass covers them, and the app says so when the country is picked or reached, with the option to be told when that changes.
• Checking which case applies: the Coverage tab in the app.
• No surprise bills. Without coverage and without a pass there is simply no data. There is no meter running and nothing to settle afterwards.
• Calls are separate: Talk+Text depends on the number being dialled, not on location, so calls to the 50 countries stay included anywhere.

Plans are not offered in every country yet. Where no plan is available, the app shows passes instead.

• Waitlist: leave contact details to be notified when a plan becomes available in that country. One-off, no other messages follow.
• Data Passes do not depend on a plan and can be bought from any country.
• A few countries have no service at all, not even passes. The app says so instead of showing an empty coverage list, and offers to write to you when that changes.
• What decides it is the country the account belongs to, not the country you are currently in. Travelling does not unlock plans and being abroad does not remove them.
• The account country can be corrected in the app. The offering updates with it.
• No launch dates are given for individual countries. The waitlist is the only answer available on timing.

At the first connection to a network. Not at purchase and not at install.

• Buying and installing early costs nothing. Nothing runs and nothing is charged in the gap.
• The day of the first connection becomes the billing day and repeats monthly from there. Connect on the 14th and the 14th is the billing day, not the 1st.
• After 30 days without connecting, the cycle starts on its own. That stops a plan sitting dormant indefinitely.
• The plan itself is paid at the end of each period, not up front. The first charge lands at the end of the first month, not on the day it started. Premium products are prepaid and follow their own rule.

There is one plan and it is unlimited. There is nothing bigger to upgrade to and nothing smaller to downgrade to.

• No tiers, no plan comparison, no upsell path.
• Running out of coverage rather than data: a Data Pass covers a country outside the plan list. It sits on top of the plan for its duration.
• Wanting more capability: the Premium products are VPN and Ad-Free. Each is separate and runs alongside the plan without changing it.
• If the plan is not right: cancelling is the only option. Effective at the end of the current period.

Simsalasim is eSIM only. There is no physical SIM card as a fallback, so a phone without eSIM support cannot be used.

• Checking: open the phone’s mobile or cellular settings and look for an option to add an eSIM or a mobile plan. Most phones from the last few years have it.
• Carrier-locked phones reject another provider’s eSIM even when they support eSIM technically. The current operator has to unlock the device first; installation then works normally.
• If the phone genuinely has no eSIM support, there is nothing that can be installed. The purchased plan stays on the account and can be used on a compatible phone later.

No QR code and nothing by post. Installation runs in the app.

• After payment the app opens the phone’s own eSIM setup. The phone installs the profile, then the Activation Wizard covers the settings that matter.
• Requirements: an eSIM-capable phone and an internet connection during install. Wi-Fi or existing mobile data both work. The phone must be online to fetch the profile.
• On the first purchase the app opens only once the eSIM is installed and its line is turned on. If the line is off, the app shows “Turn on your eSIM” with the steps (Settings > Cellular > Simsalasim eSIM > Turn On This Line) and continues by itself once it is on.
• In the wizard: the option to set Simsalasim as the primary line, with an explanation of what that changes. Other eSIMs on the phone are not deleted or switched off.
• If it stalls or the app closes: reopen the app. It shows “eSIM ready to install” and resumes from where it stopped. Nothing is lost and nothing is charged twice.
• The app does not wait for a network connection. Setting up at home before a trip is fine.
• The plan starts at the first network connection, not at install. Setting up early costs nothing.

A short time and a few steps, on an eSIM-capable phone with an internet connection. No fixed duration is promised.

• No waiting list, no approval step, no shop visit.
• What happens: the eSIM is provisioned and the phone connects for the first time. The iOS settings steps after it (primary line, Data Switching) go at your pace and take as long as you want.
• Wi-Fi or existing mobile data both work for the download. A weak connection is the usual cause of a slow install.
• If it hangs for several minutes: close and reopen the app. The plan card shows an install prompt and resumes where it stopped. Nothing is lost, nothing is charged twice.
• Plan billing does not start at install. It starts at the first network connection, so a gap between install and use costs nothing.

No, but it is recommended. The Activation Wizard asks and explains what changes.

• Simsalasim is built to be the main line on the phone: one plan at home and abroad, with the current number transferred or a new one.
• Primary line means the line the phone uses by default for calls, texts and data when more than one line is installed.
• If Simsalasim is not the primary line, the phone may keep using the other line, which looks like the plan not working when it is simply not being used.
• Other eSIMs stay on the phone. Nothing is deleted, nothing is deactivated, no other number is removed. There is no prompt to cancel another eSIM.
• Which line is primary is a phone setting, not fixed at activation. It can be changed later in the phone’s mobile settings.

Getting connected takes four things, in this order. The banner at the top of the app says which one is missing.

1. The eSIM is installed on the phone. On the first purchase the app does not open until it is. If it is removed later, the banner reads “Not connected. Your eSIM was removed.” with REINSTALL.
2. The eSIM line is turned on in the phone settings. If it is off, the banner reads “Not connected. Your eSIM is turned off.” with TURN ON, which shows the steps: Settings > Cellular > Simsalasim eSIM > Turn On This Line.
3. The phone uses Simsalasim for data and calls. In Settings > Cellular, choose Simsalasim eSIM for Cellular Data and as Default Voice Line, and turn off Allow Data Switching. If another line stays the default, the plan looks like it is not working.
4. The phone is in a country the plan or pass covers. If it is not, the plan card reads “Not covered” and offers a Data Pass for that country.

• “Looking for a network. Connecting to [networks]” means the four steps are done and the phone is searching for one of the named networks. Wait a moment. If it stays: airplane mode on, wait a few seconds, off. Abroad, Data Roaming must be on.
• A plan starts at the first network connection. A pass starts on the first connection in its region. Setting up before a trip costs nothing.

First look at the banner at the top of the app. It names the problem: eSIM removed, eSIM turned off, or looking for a network. Otherwise, five checks, in order. The first two resolve most cases.

1. Line selection. An installed eSIM does nothing until the phone uses it. In Settings > Cellular, the Simsalasim eSIM line must be turned on, chosen for Cellular Data and as Default Voice Line, with Allow Data Switching off. The Activation Wizard covers this step; skipping it is the most common cause.
2. Network re-registration. Airplane mode on, wait a few seconds, off. Forces a fresh network search.
3. Data Roaming. Must be on when abroad. It is a phone setting. With it off there is signal but no data.
4. Coverage. Outside the plan’s country list a pass is required. The plan card shows “Not covered” and Coverage in the app shows the current status. This is the usual answer to “it worked at home”.
5. Travel pass not started. A pass only begins on first connection in the country it covers. It does not help in transit through a country it does not cover.

• Banner “Your eSIM was removed”: tap REINSTALL. Banner “Your eSIM is turned off”: tap TURN ON for the steps. Banner “Looking for a network”: the phone is searching for one of the named networks.
• If the app closed during installation, the install may be unfinished. Reopening the app shows “eSIM ready to install” and resumes it.

If none of this helps, ask the Help assistant in the app. You can also ask it for help from one of our support agents.

Install the app on the new phone and sign in. A prompt then asks whether to move the eSIM across. Confirming moves it.

• Plan, phone number, passes and billing history belong to the account, not the handset. Nothing is bought again and nothing restarts.
• Use the same sign-in method as before. A different method creates a new, empty account.
• Once the transfer completes the eSIM is switched off on the old phone. Only one phone carries it.
• Keep the old phone available until the new one is connected.

No. The plan runs on one phone. A second handset is not possible, including a spare or a backup.

• The plan is built around one person on one phone. That is what keeps it unlimited at one flat price.
• Replacing a phone is different and expected: install the app on the new phone, sign in, and a prompt asks whether to move the eSIM across and states that it will be removed from the old one. Confirming moves it and switches it off on the old phone. That is a replacement, not a second line.
• A second person needs their own plan. One line cannot be shared across two phones.

Yes. The current number can be transferred to Simsalasim, or a new number can be chosen instead.

• The choice is made once, at checkout: “Keep current” (the default) or “New number”.
• With “Keep current”, the plan starts right away on a temporary number. Nothing else is asked during setup.
• Once the eSIM is active, a banner on the Magic screen offers the transfer. It stays there until a decision is made.
• The transfer needs the current provider, the number as registered there, first and last name and date of birth. These must match the provider’s records.
• A transfer takes a few business days. During that time the temporary number keeps working, and plan, calls and data are unaffected.
• A transfer is possible if the current contract ends within the next 123 days or ended no more than 80 days ago. Outside that window the app offers a new number instead.
• There is no deadline. Keeping the temporary number for good, or choosing a new number, are both fine.
• Progress of a running transfer: see “My number transfer is stuck”.

Most transfers complete within a few business days. The status banner shows where a given transfer stands.

• Status banner: on the Magic screen and in Edit Profile, both showing the same state. Pending shows the expected date, which comes from the previous provider. Failed says so and routes back into the transfer at the failed step.
• During the transfer the temporary number keeps working. Plan, calls and data are unaffected. The switch happens on completion.
• Failure reason 1, details mismatch: provider, the number as registered with them, name and date of birth must match their records. The details can be corrected and resubmitted.
• Failure reason 2, outside the window: a transfer requires the contract to end within the next 123 days or to have ended no more than 80 days ago. Outside that the app offers a new number instead.
• Failure reason 3, provider-side: some cases can only be resolved by the previous provider. The app says so when that applies.
• No deadline. Keeping the temporary number permanently or picking a new one are both valid end states. Nothing expires and nothing converts on its own.

If none of this helps, ask the Help assistant in the app. You can also ask it for help from one of our support agents.

No. A phone number comes with a plan, never with a pass.

• A Data Pass provides mobile data in one country and nothing else. No number, so no incoming calls and no texts.
• Being reachable requires a plan.
• A number cannot be transferred onto a pass. Number transfer belongs to the plan.
• Talk+Text Passes exist but require an active plan, so there is no route to calling without one.
• Data only for a trip: a Data Pass is enough. Anything involving a number: a plan.

The plan is charged at the end of the period it covers. Premium products and passes are charged in advance.

• The billing day follows when the plan starts, not the calendar. A plan starting on the 14th is billed on the 14th every month, not on the 1st.
• The gap between two billing dates varies because months differ in length. The plan amount does not vary with it.
• One invoice per period, covering both directions: it settles the plan for the period just ended and pre-charges Premium for the period ahead.
• A Premium product added mid-period is charged pro rata immediately for the days left in that period, then on the regular invoice from the next one.
• A pass is charged once in full at purchase and gets its own invoice. It never renews and is never prorated.
• Where to check: Profile > Billing. The upcoming payment shows the total and the date and expands into the individual lines.

Yes, monthly, until it is cancelled. Nothing has to be renewed by hand and nothing lapses silently.

• The billing day follows when the plan started, not the calendar month, and stays the same day every month.
• The price does not change with the length of the period, and there is no renewal fee.
• Premium products renew with the plan, on the same cycle.
• Passes do not renew. A pass is a one-off that runs its course and stops.
• Cancelling: in the app, any time. The plan runs to the end of the current period, then stops. Reversible until the period ends.
• A failed payment does not silently skip a renewal. It triggers a warning window with time to add a working method.

In the app, from the plan in Profile. No notice period, no cancellation fee.

• Effective at the end of the current period. The plan runs unchanged until then and does not renew afterwards.
• Reversible: the cancellation can be undone in the app any time before the period ends.
• The cancel flow asks for a reason and may show an offer to stay. It never blocks the exit.
• Ends with the plan: all Premium products, and Talk+Text Passes. They expire when the plan ends, at the end of the current period, not at the moment you cancel.
• Survives cancellation: Data Passes keep running until their own expiry date.
• Account, phone number and purchase history stay. Cancelling is not deleting the account.
• Returning later means buying a new plan. Nothing tied to the cancelled plan comes back with it.
• No pro-rata refund for the remainder of the period. The remainder stays usable instead.

Profile > Billing > Invoices.

• The list is sorted by date and searchable. Each entry shows the billing period, the amount and the status.
• Every billing period gets an invoice. Every pass gets its own invoice at the moment of purchase, separate from the monthly invoice.
• The monthly invoice covers the whole period in one document: the plan and the Premium products (VPN and Ad-Free).
• Company details on invoices: switch the billing address to business (Profile > Billing) and add company name and tax ID. Applies from the next invoice onward.
• An invoice that looks missing is usually filed under the period it covers, which is not always the month of the payment date.

Add a new payment method: Profile > Billing. Done before the end of the current period, nothing stops.

• A failed payment starts a warning window with reminders. Service keeps running through it. The plan only goes inactive if the period ends with the payment still open.
• Add, do not edit. A saved method cannot be changed. Add the new one, then remove the old one. Trying to fix the existing card is the usual dead end here.
• A card can be declined for reasons unrelated to expiry: a bank block on an unfamiliar merchant, a limit, or a reissue. Adding a different method is the fastest route.
• An expired printed date does not necessarily block a charge, because issuers reissue with the same number. An expiry warning is a courtesy, not a hard stop.

Reversible in the app until the end of the current period. After that it is not.

• Where: a banner appears on the plan and on the other main screens while a cancellation is pending. It states how many days are left and carries the undo action. Tap and confirm.
• Nothing has been removed in the meantime. Plan, Premium products and passes keep running, and the plan renews normally once the cancellation is undone.
• A pending cancellation only stops the renewal. It deletes nothing.
• Once the period has ended, the undo is gone. Returning means buying a plan again, and anything tied to the old plan does not come with it.

Visa, Mastercard, Apple Pay, Google Pay.

• Several methods can be saved at once. Tapping one in the list makes it the one that gets charged.
• Apple Pay and Google Pay use the device wallet. Each device wallet can be saved once.
• Billing is in euros.

Add the new method, then delete the old one. Saved methods cannot be edited, only replaced.

• Path: Profile > Billing > Payment Methods. Delete sits in edit mode and takes effect immediately.
• Method types: Apple Pay, Google Pay, Visa, Mastercard. Several can be held at once. Apple Pay can only exist once, since the device wallet exists once.
• Exactly one method is the default and carries a badge. Tapping a method in the list makes it the default. There is no separate set-default action.
• The default can be deleted while another method exists. The next method in the list becomes the default and a message names it.
• The last remaining method cannot be deleted. That is why adding comes before removing.
• Editing is not offered because card details are stored in a form that cannot be altered afterwards. This is storage behaviour, not a missing feature.
• A card used before may appear inside the add form as an already-stored method. Expected, not an error.

No. Funds are never reserved on the card, at activation or later.

• The plan is postpaid: the service is used first and charged at the end of the period. No balance to load, no deposit, nothing held back.
• A zero-amount check may briefly show at the bank when a payment method is first stored. Nothing is taken and nothing is reserved; it verifies the card and disappears on its own.
• Exception: Premium-Rate Protection sets up a credit line with the card issuer. That is switched on deliberately and is not part of a normal plan.

Three explanations cover most cases.

• The name on the statement: payments are collected by Simsalasim Germany GmbH, which is also the name on invoices. If you scan for “Simsalasim” alone, it is easy to miss.
• Several lines on one invoice: the Premium products (VPN and Ad-Free) are monthly add-ons, and they are on your regular monthly invoice, together with the plan. A plan plus VPN plus Ad-Free is three lines on that one invoice, not one charge going wrong.
• A pass: Data Passes and Talk+Text Passes are one-time purchases, paid in advance, and each gets its own invoice at the moment of purchase. That invoice is separate from the monthly one and easy to forget by the time the statement arrives.
• Self-check: Profile > Billing > Invoices lists every charge with what it was for and when.

If none of this helps, ask the Help assistant in the app. You can also ask it for help from one of our support agents.

Two documented rules. Anything outside them is looked at individually.

• Passes: not refundable once bought, including unused ones. Note that a pass does not start counting until first connection in the country or region it covers, so an unused pass is usually still waiting rather than wasted.
• Unused balance at the end of a pass does not carry over and is not refunded.
• Plan cancellation: no pro rata payback for the part of the period already covered. The remainder of the period stays fully usable and the plan simply does not renew.
• Cases outside those two, such as a duplicate purchase or an unrecognised charge, are handled individually and are not covered by the rules above.

If none of this helps, ask the Help assistant in the app. You can also ask it for help from one of our support agents.

A payment stayed open past the end of the billing period. Service resumes once a working payment method is added.

• Path: Profile > Billing > Payment Methods.
• Stored methods cannot be edited. Add a new one; the failed one can then be removed.
• Suspension is not immediate. A payment failure starts a warning window with reminders first. Resolving inside that window prevents any interruption.
• On hold means service is paused. It is not a card pre-authorisation. No funds are ever reserved.
• Account, phone number and purchase history remain intact during the hold.

Yes. Switch the billing address to business and add company name and tax ID. Invoices from then on carry those details.

• Path: Profile > Billing.
• Billing address has three modes: same as legal address, separate personal, or business. Business reveals company name, tax ID and business address fields.
• The business form is entered by hand, not picked from address suggestions.
• Only invoice addressing changes. The legal address stays as it is; it is tied to the line, not to billing.
• Invoices already issued keep their original details. The change applies from the next invoice onward.
• Invoices: Profile > Billing > Invoices.

A one-off purchase that runs for a set time and stops. Nothing renews, nothing auto-charges, nothing to cancel.

• A Data Pass is needed for data in a country outside the plan’s 100, or for data on a trip without a plan.
• A Talk+Text Pass is needed for calls and texts to numbers outside the plan’s 50 countries. It requires an active plan.
• Inside the plan’s coverage no pass is needed. The app shows the destination as covered by plan, and nothing is drawn from a pass there.
• Data Passes: data in a specific country or region. They work with or without a plan.
• Talk+Text Passes: calls and texts. They require an active plan, both to buy and to use.
• A plan is the monthly part: it renews, has a billing cycle, and covers the whole country list. A pass is bought once for one situation.
• Typical case: a trip to a country the plan does not cover. Buying before departure costs nothing, because a pass starts counting on first connection there.
• Several passes can be held at once. Each keeps its own runtime rather than replacing the last.
• No refunds once bought, so the country is worth checking before purchase.

On the first network connection inside the country or region the pass covers. Not at purchase and not at install.

• Buying weeks ahead costs nothing. The pass sits dormant on the account until arrival.
• A pass that is never used never starts. It waits instead of expiring.
• Connecting in a transit country that is inside the pass area also starts it.
• Once started, it runs for its stated duration and the countdown in the app is live.
• A timer that looks stuck usually means the pass has not started yet, which is the expected state before travelling.
• In a country the plan already covers, the plan is used and the pass stays untouched. It is not wasted.

Both passes exist and both run. Buying a second one never cancels or overwrites the first.

• Each pass keeps its own balance and its own runtime. They are not merged into one pot, which is why two entries show instead of one larger number.
• Passes can have different durations and cover different places, so merging them would hide which one runs out when.
• Stacking is the way to extend: buy another pass while the first is still running rather than waiting for it to run out.
• A pass has a fixed amount and is never refilled. Stacking another alongside it is how to get more.
• The pass list shows each one with its remaining balance and time left.

Plan data is used first. A pass is only used where the plan does not reach.

• In a country the plan covers: the plan is used and any pass for that country stays untouched.
• In a country the plan does not cover: the pass is the only eligible balance, so it is what gets used.
• A pass therefore cannot be drained while the plan is doing the job.
• Multiple passes each keep their own balance and runtime. They are not pooled.
• Pass balance dropping unexpectedly: check whether the current country is on the plan list. If it is not, the pass is working as intended.

Talk+Text Passes require an active plan. Without one they are not offered at all.

• This is the design, not a fault or a temporary state. A Talk+Text Pass can only be bought and used while a plan is running.
• Data Passes are different: they work with or without a plan, which is why those are the ones visible.
• If the plan is cancelled later, any Talk+Text Passes expire when the plan ends, at the end of the current period. A new plan does not bring them back. Data Passes keep running.
• No pass carries a phone number. That comes with a plan.

An expired pass is not removed. It sits at the front of the pass list, greyed out, with a button to buy the same pass again.

• Full history: Profile > Orders.
• The buy-again button creates an identical pass. The new one starts fresh and does not count down until first connection in that country.
• A pass runs for its stated duration from the first connection in its country, not from a fixed calendar date. A pass that ended early started earlier than expected.
• Unused data does not carry over into the next pass and is not refunded.
• Stacking a second pass while the first is still running avoids a gap. Timers and balances stay independent.

Data Passes survive cancellation. Talk+Text Passes end when the plan ends.

• Data Passes are not tied to the plan. They keep running until their own expiry. A pass that has not started yet keeps waiting.
• Talk+Text Passes only work while a plan is running, so they expire when the cancelled plan ends, at the end of the current period. Until then they keep working. A later plan does not restore them or their remaining balance.
• The cancellation screen lists what ends before the cancellation is confirmed.
• No refunds on unused passes of either type.
• There is no pause. A cancellation can be undone any time before the period ends, and everything stays as it was.
• Deleting the account is different: that forfeits every pass, Data Passes included.

Every pass ends with the account. Data Passes and Talk+Text Passes alike, used or unused, whatever time was left. Nothing is recoverable and nothing is refunded.

• Passes belong to the account. Deleting removes the holder, so nothing carries on.
• Different from cancelling a plan, which ends a subscription but leaves the account standing.
• Cancel a plan: Data Passes keep running, Talk+Text Passes end when the plan ends. Delete the account: both are gone.
• During the 30-day window everything is switched off, passes included. Restoring inside the window brings the account back, but not its passes: deleting the account forfeits every pass.
• Passes cannot be transferred to another account.

Yes. Premium products run alongside a plan and never on their own. This applies to every Premium product: VPN and Ad-Free.

• Premium follows the plan’s billing cycle rather than having one of its own. Same renewal day as the plan.
• Premium is prepaid: added mid-period it is invoiced pro rata straight away for the days left in that period, then pre-charged for the period ahead on the regular invoice.
• From then on it sits on the same invoice as the plan, not as separate charges through the month.
• If the plan ends, Premium ends with it. That applies to a cancellation and to a plan going inactive after a failed payment.
• A new plan later does not restore the previous Premium products. They are chosen again.
• Premium products do not depend on each other. Any combination can be held, and cancelling one leaves the others running.

It encrypts the connection so the network in use cannot read the traffic. Most relevant on networks you do not control: hotels, cafés, airports, conference venues.

• Exit location is selectable by city, not only by country.
• It is switched on by hand and stays on until it is switched off.
• No separate app. It is built into Simsalasim. For another device, set it up there using the QR code or the email link from the app.
• YouTube ads are not affected, with or without the VPN. They are injected server-side, inside the video stream.
• VPN is its own product. It does not include Ad-Free. Both can be held at once as two separate subscriptions. It runs alongside a plan and ends when the plan ends.

No. Two separate products doing two different jobs.

• Ad-Free blocks ads and trackers across the phone, in apps and in the browser, with no setup. Categories can be selected. YouTube is the exception, because YouTube ads are injected server-side, inside the video stream.
• VPN encrypts the connection so the network in use cannot read it. The exit city is selectable. It is switched on by hand and stays on until it is switched off.
• Any combination is possible: one, the other, or both. Held together they are two subscriptions, each with its own invoice line and its own cancel action.
• Buying one never activates the other, and cancelling one never affects the other.
• Both run alongside a plan, follow the plan’s billing cycle, and end when the plan ends.

Ad-Free is working. YouTube is the one place it cannot reach.

• YouTube ads are injected server-side, inside the video stream, so there is nothing separate to filter. No ad blocker gets around this. Adding the VPN does not change it.
• Everywhere else ads and trackers are blocked across the phone, in apps and in the browser, with no setup and no extra app.
• Controls in the app: block categories individually, a separate tracking-protection toggle, and a master switch that turns everything off.
• If ads appear where they were previously blocked, check that the master switch is still on.

Each Premium product is cancelled on its own. The others keep running.

• Nothing is bundled. Each product has its own subscription, its own invoice line and its own cancel action.
• Path: open the product, cancel it there.
• Effective at the end of the current period, same as the plan. The product stays usable until then.
• Cancelling Ad-Free leaves VPN running, and the other way round.
• Exception: cancelling the plan ends all Premium products with it. Premium runs alongside a plan and cannot run without one.

Every friend you bring in earns you one free plan month. Your friend gets their first plan month free as well.

• A referral counts once your friend signs up, installs their eSIM and activates a plan. Nothing before that step counts.
• Your friend’s own free month waits on their account until they get a plan. It does not expire, so a referral can stay open for a while before it counts for either of you.
• One free month per qualified friend. No tiers, no draw. Ten friends is ten free months.
• Free months stack and carry into future billing cycles.
• Levels sit on top as a bonus. They never gate the free months: someone who reaches no level still earns a month per friend.
• An active plan is required to take part.
• You earn for the friends you invite yourself. You do not earn from the friends they go on to invite.
• Earning is capped at 250 € per calendar year. At the limit new rewards pause and start again on 1 January.
• Rewards live in the Rewards tab.

Path: Rewards tab > Invite a friend.

• Pick one of the shareable images, then choose how to send it.
• Channels include Copy, TikTok, Instagram, X and Facebook, plus your phone’s own share sheet for anything else.
• Channels that allow it carry a prepared message along with the link. You can edit it in that app before sending.
• Copy puts the link on the clipboard, so inviting works even with no social app installed.
• The channel makes no difference to the reward. Every path carries the same link.
• The link is what identifies you as the referrer, so your friend has to open the one you sent.
• Your invite link does not expire. Your friend can take their time with it.
• Inviting is possible at any level.

A referral counts once your friend has done three things: signed up, installed their eSIM and activated a plan.

• All three are needed. A sign-up on its own does not count, and an installed eSIM without a plan does not either.
• Sharing the link grants nothing by itself.
• Both sides become due at the same moment: your free month and your friend’s first month free.
• Your friend has to arrive through your link. The link is what attributes the referral, not anything they type while signing up.
• Your friend’s free month waits on their account until they get a plan. It does not expire, so a referral can stay open for a long time before it counts.
• Once it counts, the app shows it with a reveal. Several friends collect into one reveal rather than one per friend.

Your first plan month is free.

• Open the link your friend sent. It opens the app if you have it installed, otherwise the browser.
• Sign up, then pick a plan.
• The link does not expire, so there is no rush.
• The free month is taken off your first bill. It is not paid out in money.
• Invites are for people who have never bought a plan. If you have bought a plan at any point, including one you have since cancelled, the invite does not apply to you.
• Buying a pass first changes nothing. Only a plan you have already bought rules the invite out.
• The free month waits on your account once the invite applies. There is no deadline, so you can take your time before you get the plan.
• If you open a second invite from someone else, the first link stays the one that counts. You get one free month, not two.
• Your friend’s own reward becomes due once you have signed up, installed your eSIM and activated a plan.

Having an account is not what rules you out. Having bought a plan is.

• If you have never bought a plan, the invite works. Open the link, pick a plan, and your first month is free.
• A pass you bought earlier does not rule you out either. Only a plan does.
• If you have bought a plan at any point, including one you have since cancelled, the invite does not apply to you. It cannot be added to the account afterwards either.
• If you opened the link in a browser first, the website may have shown you the free month before the app did. The website has no login, so it cannot see whether you have ever had a plan. The app checks that and has the final word.
• What works instead is inviting friends yourself. Every friend you bring in earns you a free plan month.
• Path: Rewards tab > Invite a friend.
• Your own second device cannot be the invited friend. One invite per phone.

Free months come off your plan bill. They are never paid out in money.

• Months stack and carry into future billing cycles, so several run one after the other.
• They do not expire. A month you have earned waits until it is used.
• The Rewards page shows how many months you have earned and how many are used.
• If you cancel, months you have already earned stay active through their full term.
• Deleting your account is not the same as cancelling. Earned months are lost with the account.
• Your friend’s free month works the same way on their side. It is settled against their first bill.

Levels are a bonus on top of the free months. They do not replace the free months and they do not gate them.

• Level 1: complete your profile. Bonus: one month of Premium.
• Higher levels: more surprises and benefits to unlock.
• The Rewards page shows your next level and what it takes to reach it.
• A locked level shows a raw stone. Reaching the level turns it into a cut crystal.
• Each level bonus opens on its own page, with the conditions for that bonus listed there.
• The level reveal follows the reveal of the free months you earned, so both can arrive together.

Complete your profile. That is the only Level 1 quest, and finishing it releases one month of Premium.

• It has to be claimed. It does not switch itself on.
• It runs for one month from the moment you activate it. It is not tied to your billing cycle and can run straight across a plan renewal.
• Nothing is charged when the month ends. You are reminded first, and Premium only continues if you actively confirm.
• One per account and per device. If a free Premium month has been used before, the reward shows as already used and offers a buy path instead.
• An active plan is required.

Yes. Rewards are capped at 250 € per calendar year.

• There is no limit on how many friends you can invite. The cap is on what you earn, not on inviting.
• At the limit the Rewards page says the year’s limit is reached and names when earning starts again.
• Earning starts again on 1 January.
• Months earned before the limit stay yours and keep running.

The usual cause is that the referral is not qualified yet. It counts only after your friend has signed up, installed their eSIM and activated a plan.

• Check which of the three steps is still open on your friend’s side before anything else.
• Your friend has to have arrived through your link. A sign-up made without it cannot be attributed afterwards.
• If your friend opened someone else’s invite before yours, that link is the one that counts. The first link a person opens is the one the referral is attributed to, and a later link does not replace it.
• If your friend has claimed but not bought a plan yet, the month is still waiting on their side. Yours becomes due when they activate a plan. There is no view that shows an open referral before that point, so nothing appearing yet is not a fault.
• Inviting yourself does not work. One invite per phone, and a second device of your own does not count as a friend.
• If this year’s 250 € limit is reached, earning pauses until 1 January. The Rewards page says so when that is the case.
• Rewards need an active plan on your side as well.

If none of this helps, ask the Help assistant in the app. You can also ask it for help from one of our support agents.

Free months you have already earned stay active through their full term. Levels stay while the cancellation is still pending.

• Nothing changes at the moment you cancel. The plan runs to the end of the period and Rewards run with it.
• The Rewards page shows a banner with the date the plan becomes inactive and an undo action.
• Undo any time before that date and everything stays as it was.
• Once the plan does go inactive, levels reset.
• A later plan starts from the beginning. Earlier levels do not come back with it.

Apple, Google or email. There are no other sign-in methods.

• Each method opens only the account it created. Signing in with a different one starts a new, empty account instead of finding the existing one. This is the most common reason an account looks like it has vanished.
• All three end with a confirmed email address, which is required before the eSIM can be activated. Apple private relay addresses count.
• On a returning device the phone may offer one-tap sign-in from a saved credential. That is the device doing it. The buttons still work as normal.
• On a new phone: same method, same account. Plan, number, passes and history follow the account, not the handset.

Most common cause: signing in with a different method than the one the account was created with.

• Apple, Google and email are three separate login methods. Each opens only the account it created.
• Using a different method does not produce an error. It creates a new, empty account, even with the same email address.
• Symptom of that case: signed in, but plan, passes and number are missing and the app looks like first use. Nothing is lost. Sign out and use the original method.
• Finding the right method: invoices and confirmation emails went to the address on the real account.
• Not solvable from our side: lost access to the underlying Apple or Google account. That login belongs to that provider.
• If the account was deleted within the last 30 days: signing in again offers to restore it. Confirming the prompt restores the account with its history.

If none of this helps, ask the Help assistant in the app. You can also ask it for help from one of our support agents.

A confirmed email address is required before the eSIM can be activated, so there is no sign-up without one. It is used for invoices, anything affecting the account, and regaining access. It is not a marketing list.

• Every sign-in method ends with a verified address. Apple private relay addresses count.
• The address should be one you will keep. Losing access to it turns account recovery into a case for the team rather than something you can do yourself.

Mobile service carries legal requirements about who a line belongs to. Full details are required before activation.

• Required: name, date of birth and registered address. Nothing beyond the identity behind the line.
• Most of it is captured during checkout, so usually only a small part is left to fill in afterwards.
• The registered address means where you actually live, not a preferred postal address. Invoices can go elsewhere via a separate billing address, which does not change the registered one.
• The details are checked against a real identity. An approximation causes problems later.
• Editing: Profile > Legal Details.

Legal address: Profile > Legal Details. Type and pick from the address suggestions, or enter it by hand if it is not found.

• Two separate addresses. Legal address: where you live, tied to the line. Billing address: where invoices are addressed. Identical by default.
• Billing address: Profile > Billing. The legal-address block also carries a shortcut across to it.
• Three billing modes: same as legal, separate personal, or business with company name and tax ID. The billing card shows which mode is active.
• After moving: the legal address is the one that must be updated. It has to match where you actually live.
• Effective immediately. Invoices issued after the change carry the new details; earlier invoices keep theirs.

No. Most notifications are time-critical: pass nearly used up, pass about to expire, a call answered while you could not pick up.

• Offers sit in their own row, Promotion, and can be switched off without affecting the service alerts. By default offers come by email only, not as push.
• Rewards messages are off by default on push and email and only show in the app.
• The permission request is contextual, never on the first screen, and never twice in the same session. A refusal is not re-asked in that session and no second prompt is queued behind the first.
• Settings: Notification settings, opened from Profile > Notifications. One row per kind of message, and inside each row push, email and SMS can be chosen separately where the row allows it. A channel marked “Always” cannot be switched off.
• Mute all notifications silences everything for a set time at once.
• What cannot be switched off: mandatory messages. Payment failures, invoices and anything else required by the contract always arrive by email, whatever the notification settings say. They are not marketing and they are not a category.
• Balance and billing alerts are the ones customers most regret muting. Switching off Promotion first keeps those intact.

For events that are only useful while they can still be acted on. The list is short and closed.

• Pass balance at a quarter left, in time to stack another one.
• Pass expiring within the week.
• Arrival in a country the plan does not cover, before anything is used.
• A cancelled plan about to end, in case it should be kept.
• The request is contextual, never on the first screen, so you see what you are agreeing to.
• Saying no breaks nothing. Everything keeps working; the app has to be checked manually for the events above. Permission can be granted later in the phone’s settings, and the app shows a shortcut when it detects they are off.
• Nothing is sent about the plan running out of data. Unlimited data has no low balance, so those alerts only ever concern passes.

Notification settings, opened from Profile > Notifications.

• One row per kind of message. Under each row it says which channels are on. Tapping a row shows push, email and SMS for that kind of message. A channel marked “Always” cannot be switched off.
• Mute all notifications silences everything for a set time. Invoices and other required messages still arrive.
• Call notifications from Away are muted only if that is chosen when muting. Leaving them on is recommended: while they are muted, the phone does not alert for calls Away is handling, and the result only shows later in the app.
• While call notifications are muted, a banner in Notification settings says so. UNMUTE brings call notifications back and keeps everything else muted.
• RESET DEFAULT returns every row to its original setting.
• Push also needs the phone permission. If it is off, a banner in Notification settings opens the right screen in the phone’s settings.

Profile > Account > Delete Account. The confirmation lists everything that ends with it before anything happens.

• Ends with the account: the plan, all Premium products, and every pass including Data Passes with time left. Purchase history goes too.
• The phone number is lost unless it was transferred to another provider before deletion.
• No refunds on anything forfeited.
• 30-day recovery window: signing in again during it offers to restore the account. Everything is switched off during the window. The account can still be restored, but every pass is already forfeited.
• After 30 days: permanent. Account, history and number cannot be recovered by anyone, including the team.
• Cancelling the plan is the alternative if the goal is only to stop paying. Cancelling keeps the account and keeps Data Passes running; deleting does not.

Yes, within 30 days. Sign in again as usual and the app offers to restore the account. Confirming restores it.

• Use the original sign-in method. A different method starts a fresh account instead of finding the existing one.
• Restored: the account itself, its details, its history and the phone number. The structure comes back rather than being rebuilt.
• Not restored: your passes, and anything consumed during the cycle. The plan also has to be started again; restoring the account is not the same as having an active plan.
• During the 30 days everything is switched off. No data, no calls, no passes running.
• After 30 days it is permanent, and signing in creates a completely new account. There is no recovery path after that.

After 30 days a deletion is permanent and cannot be reversed by anyone, including the team.

• Gone: the account, purchase history, invoices, everything on it, and the phone number.
• Exception: a number transferred to another provider before deletion stayed with that provider. It is only lost if it was still with us when the 30 days ran out.
• Inside the window it is self-service: signing in again offers to restore the account, and confirming brings it back with its history.
• A new account can be set up at any time. It comes with a new number and a fresh activation. Invoices and tenure do not carry over.

Simsalasim is a global AI telco: one plan that works at home and in 100 countries, built to be the main line on the phone, from a young company that questions how mobile plans have always worked.

Where it comes from:

• Simsalasim is a young company based in Berlin, run by a global team of telecommunications professionals who want to change how mobile works.
• It is a telco of its own, not a reseller of another operator’s plan. It runs its own mobile network core and connects to local networks in each country.
• That is why one plan can work the same at home and abroad, where traditional operators split it into a home plan and roaming.
• The goal is a phone plan that is fun to use again, with new ideas that help in everyday life.

What that means for you:

• Unlimited data in 100 countries, and Unlimited Talk+Text to 50 countries and all Simsalasim users.
• The same plan at home and abroad. Inside the 100 countries there is no roaming surcharge and no travel package to buy.
• Made to be the main SIM on the phone, not a travel add-on. The current number can be kept: the choice is made at checkout, and the transfer starts once the eSIM is active.
• During a number transfer a temporary number works, so the phone is usable from the start.
• Where more than one local network is available, the phone connects to the strongest signal.
• 5G on every local network that offers it.
• No contract, no minimum term, no activation fee. Renews monthly and can be stopped at any time.
• Set up entirely in the app. No QR code, no store visit, no SIM card by post.
• Rewards: every invited friend who activates a plan earns one free plan month.
• Countries outside the 100: Data Passes cover them, bought once and without a subscription.
• Things that are standard elsewhere and absent here: roaming surcharges, contracts with a minimum term, plan tiers, store visits.
• Help runs in the app through an AI assistant, and a person can be asked for at any time.

Simsalasim Germany GmbH, a young company based in Berlin that builds a global AI telco. Behind it is a global team of telecommunications professionals who want to change how mobile works.

• Simsalasim is a telco of its own, not a reseller of another operator’s plan. It runs its own mobile network core and connects to local networks in each country.
• The idea: question what traditional operators take for granted, like roaming surcharges, minimum terms and store visits, and build a phone plan that is fun to use again.
• Company address: Zionskirchstraße 73a, 10119 Berlin, Germany. Registered at the Berlin commercial register, HRB 267351.
• Contracts and invoices are issued by Simsalasim Germany GmbH.