Help and contact

Fix the most common eSIM problems, or send the store a message.

What this page is for

The help and contact page answers the questions travellers ask most, and has a form to write to Safar Demo. It is the only way to reach us: we reply by email.

How to fix the most common problems

• The QR code does not scan: turn the screen brightness up, or open the order page on another device and scan it from there. You can also install by hand with the SM-DP+ address and activation code under "Install by hand".
• Signal but no internet: turn on Data Roaming for the eSIM line and choose it as the line for mobile data. Then switch flight mode on and off.
• No Service: check you are in a country the plan covers. In the network settings turn off automatic network selection and pick a network by hand.
• iPhone stuck on "Activating": wait a few minutes on Wi-Fi, then restart the phone. Do not delete the eSIM: most eSIMs can only be installed once.
• Slow data: try another network by hand and check the plan still has data left. Some plans slow down after a daily allowance.

How to send us a message

1. Fill in Your name and Your email. We reply to this address.
2. If the message is about an eSIM you bought, add the Order reference (for example ORD-7KQ2M9XA) and the eSIM number (the ICCID on your order page). They are optional, but with them we can see your eSIM at once. Use the same email address you used to buy.
3. Write your Message: what happens, and what you already tried.
4. Press Send message. You see "Thank you. We will reply by email as soon as we can."

Tip: the "Get help with this eSIM" link on your order page fills in the reference and eSIM number for you.

FAQs

How fast will you reply? As soon as we can, by email. Please check your spam folder too.

Is there an email address or phone number? Please use the form. It reaches us straight away and keeps your order details with your message.

I have an account. Can I write from there? Yes. Some stores let you write about an eSIM from its page under My eSIMs, and you see our replies there too.

Do I need an APN? Almost never: it is set by itself. Leave it as it is unless we tell you otherwise.

Related pages

• Help guides for every page of the store.
• The order page guide and the My eSIMs guide below.