Support – ZIM

General

ZIM Connections is a UK based company that provides affordable mobile plans to connect travellers everywhere at all times. We partner with mobile providers worldwide to offer travellers a solution that allows them to buy an eSIM plan from a local provider before departure and activate it upon arrival. eSIM technology is virtual; no need for physical SIM cards to get sent to customers. Thus, offering a convenient, time-saving, and low-cost solution

We have partnered with mobile service providers worldwide, and through our app, we offer their data packages. eSIM technology lets you use these data plans while still having your physical SIM.

iPhone models:
● iPhone XR (model A2105, from 2018)
● iPhone XS (model A2097, from 2018)
● iPhone XS Max (model A2101, from 2018)
● iPhone 11 (model A2221, from 2019)
● iPhone 11 Pro (model A2215, from 2019)
● iPhone SE (model 2020)
● iPhone 12
● iPhone 12 mini
● iPhone 12 Pro
● iPhone 12 Pro Max
● iPhone 13 (dual eSIM)
● iPhone 13 mini (dual eSIM)
● iPhone 13 Pro (dual eSIM)
● iPhone 13 Pro Max (dual eSIM)
On iPhone 13, you can have two eSIMs activated simultaneously.
Samsung models:
● Samsung Galaxy S20 (FE 4G or 5G are not eSim compatible)
● Samsung Galaxy S20+
● Samsung Galaxy S20 Ultra
● Samsung Galaxy S21
● Samsung Galaxy S21+ 5G
● Samsung Galaxy S21+ Ultra 5G
● Samsung Galaxy S22
● Samsung Galaxy S22 Ultra
● Samsung Galaxy Note 20
● Samsung Galaxy Note 20 Ultra 5G
● Samsung Galaxy Fold
● Samsung Galaxy Z Fold2 5G
● Samsung Galaxy Z Fold3 5G
● Samsung Galaxy Z Flip
Google Pixel models:
● Google Pixel 2 (only handsets with the Google Fi service)
● Google Pixel 2 XL
● Google Pixel 3 (not including phones from Australia, Taiwan or Japan. Phones bought with US or Canadian carriers other than Spring and Google Fi don’t work with eSIM)
● Google Pixel 3 XL
● Google Pixel 3a (not including phones bought in Japan or with Verizon USA)
● Google Pixel 3a XL
● Google Pixel 4
● Google Pixel 4a
● Google Pixel 4 XL
● Google Pixel 5
● Google Pixel 5a
● Google Pixel 6
● Google Pixel 6 plus
Other Android models:
● Oppo Find X3 Pro
● Oppo Find X5 Pro

An eSIM is a digital SIM built into many of today's phone models. This technology lets you activate your new data plans without switching out your physical SIM.

The answer is yes. Phones compatible with eSIMs have built-in technology that lets you stay connected to your physical SIM. This aspect is Dual SIM; you can decide which SIM you'd like to use for data and switch back as you please.

Using the app

You can download the app via the Apple Appstore or the Google Play Store.

First, you'll need to download ZIM the App from the Apple AppStore or Google Play store. You'll need to set up an account. You can use an existing Apple ID, Google or Facebook. Or use an email address and password. Upon opening the app, you will select your location, choose the data package that you're satisfied with and purchase it. You can pay by Paypal, Google Pay or Credit Card. You can activate your new data plan right after purchase.

EUROPE:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

AFRICA:
South Africa, Tunisia.

AMERICAS:
Mexico, United States.

ASIA:
China, Hong Kong, Israel, Indonesia, Japan, Myanmar, South Korea, Philippines, Taiwan, Turkey.

OCEANIA:
Australia, New Zealand.

You don't need to activate your plan right away. Buy your data package in advance and activate it when you arrive at your destination and need data.

Once you've downloaded your eSIM, you can choose to activate your plan immediately or later on. When using your new data plan, ensure your Data Roaming is enabled. Also, to ensure you're using your new plan, pick ZIM as your default line for data in your Settings.

Go to the ZIM App dashboard to check how much data you have left.

ZIM will let you know when you've used up 80% of your data. So make sure to top up before you run out. If you do run out, you'll need to switch to your physical SIM or WIFI to get online and buy another data plan.

Go to the ZIM App Dashboard, choose your new data package and purchase it.

You can purchase different plans and install up to 5 eSIM at once.

If you've bought multiple plans for one location, the functioning plan will be the last one you purchased. The data used will be in the order you purchased each data package.

Setting up your eSIM

Once you buy your new data plan, you will see an option to "download your ZIM eSIM."

To easily differentiate between your physical SIM and eSIM, name them during the eSIM installation. The names will be helpful when you're choosing which SIM/eSIM you want to use for data. If you change your mind, rename your SIM/eSIM by going to your Settings. Go to your Settings Click on Mobile Data. Click on whichever SIM/eSIM you want to rename. Tap Mobile Data Plan Label and name it

While connected to a ZIM data plan, you can text your contacts through several messaging apps. Such as Whatsapp, iMessage and Facebook Messenger.

Your default line for mobile data is either your physical SIM or eSIM, depending on which you prefer for data usage. If you've bought a new data package through the ZIM app, you should set your eSIM as your default line. If you bought your data plan ahead of your trip, then use data from your physical SIM and switch to your eSIM when you arrive at your destination. Switching between your SIM and eSIM for data can be done in your Settings. Check Section 4 for instructions on how to switch between them.

If you want to activate your eSIM by scanning a QR code, follow the steps below.

After purchasing your eSIM plan, you should have received an email with a QR code. Follow the steps below to activate your eSIM plan.

Step 1

Download and scan the QR code.

Step 2

Customise your plan following the instructions.

Step 3

When you arrive at your destination, make sure you have set ZIM as your default line for data.

Do this by going to your Settings > Mobile Data > Mobile Data (Again) > ZIM

Step 4

Many forget that you need to turn ON Data Roaming for ZIM and make sure Data Roaming for your primary SIM is turned OFF.

To turn ON Data Roaming for ZIM, go to your Settings > Mobile Data > ZIM > Click the toggle next to Data Roaming so that you can see the green bar. This means it’s ON.

Go to Mobile Data > Primary SIM > Click the toggle next to Data Roaming so that you do not see the green bar. This means it’s Off.

It might take a few minutes, but once you see the data bars at the top right of your screen, you're all set.

Activating your eSIM on an IOS device will be slightly different from an Android device. We'll start with IOS, so iPhone users, pay attention.

Step 1

After purchasing your eSIM plan, go to your Settings > Mobile Data > Add eSIM

Step 2

Click on Use QR Code, then click Enter Details Manually.

At this point, you should be on a page titled Enter Activation Code. Keep this page open.

Step 3

Open the ZIM app > Go to your Wallet > eSIM Settings > Click on the three vertical dots in the corner of your eSIM plan for your options.

Step 4

Copy the SM-DP + Address, then go back to the Enter Activation Code page in your Settings and paste it in the space labelled SM-DP + Address.

Do the same thing with the Activation Code, which you can copy on the same page in the app as the SM-DP + Address.

Step 5

Don’t forget to turn ON Data Roaming for ZIM and make sure Data Roaming for your primary SIM is turned OFF.

To turn ON Data Roaming for ZIM, go to your Settings > Mobile Data > ZIM > Click the toggle next to Data Roaming so that you can see the green bar. This means it’s ON.

Go to Mobile Data > Primary SIM > Click the toggle next to Data Roaming so that you do not see the green bar. This means it’s Off.

The steps below are for if you want to scan a QR code to install your eSIM.

Step 1

Go to your Settings > Connections

Step 2

Click SIM Card Manager > Add Mobile Plan

Step 3

Select Add Using QR Code, then confirm by clicking Register.

Step 4

We’re going to keep reminding you to make sure Data Roaming is turned ON for your eSIM plan.

Go to your Settings > Connections > SIM Manager > You’ll see a list of SIMs. Your new eSIM needs to be active (make sure the toggle is green).

Once activated, go back and click Mobile Networks and make sure Data Roaming is turned ON.

Wait a couple of minutes, and it'll be ready to go.

The next few steps are for you if you have an Android device.

eSIM activation is slightly different on an Android device to the iPhone. We'll explain how it's done.

Step 1

Go to your Settings > Connections > SIM Card Manager

Step 2

Click on Add Mobile Plan > Scan Carrier QR Code > Enter Activation Code

At this point, you should be on a page titled Add Using Activation Code. Keep this page open.

Step 3

Open the ZIM app > Go to your Wallet > eSIM Settings > Click on the three vertical dots in the corner of your eSIM plan for your options.

Step 4

Copy the Activation Code, then go back to the Add Using Activation Code page in your Settings and paste it in the space labelled Activation Code.

Step 5

Again, let’s not forget to make sure Data Roaming is turned ON for your eSIM plan.

Go to your Settings > Connections > SIM Manager > You’ll see a list of SIMs. Your new eSIM must be active (make sure the toggle is green).

Once activated, go back and click Mobile Networks and make sure Data Roaming is turned ON.

Managing eSIM on your phone

You can choose which SIM/eSIM you would like to use for data and switch between them in your Settings. Go to your Settings Click on Mobile Data Click on the SIM/eSIM you want to use for mobile data (if you've named your SIM/eSIM, it will be easy to differentiate them). If you want to stay connected to data at all times, then turn on "Allow Mobile Data Switching." By turning on Allow Mobile Data Switching, you will let your phone switch between your SIM and eSIM depending on connectivity and coverage. But if you're roaming and only want to use your new data plan bought off the ZIM app, then turn off Allow Mobile Data Switching. Follow these steps to turn on Allow Mobile Data Switching. Go to your Settings Click on Mobile Data Turn on Allow Mobile Data Switching

Once you've installed your eSIM, you'll be able to see a set of signal bars in the top right corner of your phone. Swipe down from the top of your phone to open the control centre. There you will see the signal bars for each line. If you're using your physical SIM, your eSIM line will show service but no data. If connected to WIFI, your eSIM line will show WIFI calling. With Allow Mobile Data Switching turned on, you will see which line actively uses mobile data.

To delete your eSIM, follow these steps. Go to your Settings Click on Mobile Data Tap on your eSIM plan. Tap "Remove Mobile Data Plan". With your eSIM removed, you cannot connect to data through that line. If you have any contacts saved on your eSIM line, they will move to your physical SIM. If you've got more than one data plan on your eSIM, deleting your eSIM will not stop your subscriptions. Go to the ZIM app and cancel your subscription.

Travelling with your eSIM

Data Roaming needs to be turned on for your data plan(s) to work. Follow these steps to enable Data Roaming. Go to your Settings Click on Mobile Data Tap on your eSIM plan Scroll down to Data Roaming Tap to switch it on

You can buy an eSIM plan 30 days before travel. Log in to your account, pick the location you'd like to buy a plan for and make sure you fill in the correct travel dates. Scroll up to Section 2 under "How do I buy a data package" to see the list of locations where ZIM offers data plans. After buying your data plan, do not "Activate ZIM" When you arrive at your destination and are ready to use data, make sure your Data Roaming is on, open the ZIM app and click Activate ZIM.

1) If you want to avoid paying roaming fees on your physical SIM, turn off the Data Roaming associated with it. If both your SIM and eSIM have Data Roaming enabled, you might be using data from either one and incurring extra roaming charges. Follow the steps in "How do I set up Data Roaming," but instead of turning it on, turn it off.

2) Switch your "Data Mode" from "Standard" to "Low Data Mode" on either one of your mobile plans to save data. Low Data Mode pauses background data usage like automatic updates, photo syncing, and tracking. To switch to Low Data Mode. Go to your Settings Click on Mobile Data Tap on whichever plan you'd like to switch to Low Data Mode Enable Low Data Mode

3) Turn on "Low Power Mode" to reduce any background activity by your device like mail fetch and downloads. Like Low Data Mode, you will reduce unnecessary data usage and decrease battery consumption. To switch on Low Power Mode. Go to your Settings Click Battery Tap Low Power Mode You can also enable Low Power Mode from your control centre. Swipe down from the top of your phone and click the battery. It will automatically be enabled.

4) Download offline locations on Maps and Google Maps to use when disconnected from data. Saved offline places can be handy if you're somewhere with poor connectivity or want to save data.

5) Download podcasts, music and videos instead of streaming them. Streaming uses a significant amount of data. If you want to reduce your data usage, consider downloading your favourite podcasts, music or videos through WIFI and enjoy them offline instead.

6) Download Google Translate. If you're visiting a place where you don't know the language but want to communicate, use Google Translate offline. Like Google Maps, you can download the language file and use Google Translate without wasting your data.

7) When you take photos, you might notice a location tag on your phone. Your phone uses some data to enable this and to allow this only when using the app. Go to your Settings Click Photos Click Location Services Tap While Using the App. If you have enabled Low Power Mode, that will also disable location tags while taking photos.

Troubleshooting

1) Is your Data Roaming switched on? It's easy to forget to have Data Roaming enabled. Make sure it's on to use your eSIM data packages.
2) Do you have coverage? If you’re in an area with low connectivity, it'll be hard to use data. Try moving your phone to another location and checking your signal bars to see the strength of your connection. Try temporarily putting your phone on Airplane Mode, then switch it back to restart the signal search.

If you've bought a phone from a mobile provider with a built-in contract, the provider will prevent you from using other mobile services. Your phone will be considered "locked." If your phone is locked, you cannot install and use an eSIM. You can wait until your contract expires. Or contact your mobile operator to cancel your current contract and unlock your phone.

You can't buy data packages for locations outside the areas we cover. We are working on adding these locations in the future. We want people connected, everywhere, at all times.

You can transfer eSIM plans from your old phone to your new phone. With both phones present. Follow these steps. Connect your old phone to WIFI or data from your physical SIM Delete your eSIM plan on your old phone (follow the steps provided in "How do I delete my eSIM?) and wait about five minutes On your new phone, install ZIM the app from the backup. Open the app You won't need to log in because you installed the app from the backup. You can now re-install your eSIM (follow the steps provided in "How do I re-install my eSIM) Any existing data plans that were on your old phone will be transferred over (because it is the same eSIM)

Refund Policy

To get a refund, you'll need to contact us at support@zimconnections.com. In your email, please share the data plan's order number, the location you chose and your reason for wanting a refund; or you can request it through our app in the settings of our App. We will process your refund the same way you made your payment (e.g. credit card, PayPal).

You can receive a refund if your data plan does not work, and the fault lies with the mobile provider or ZIM. In this case, the first step will be letting our Support Team know about your connection issues. If our Support Team cannot resolve the problem, we will reimburse you for the days you could not connect to data.

You can't receive a refund if you cancel your order after you've activated your data plan. We do not appease buyer's remorse. Once you have bought and activated your data plan through our app, we will not support cancellation and refund.

You can't receive a refund if you provide us with an incorrect email address. We can forward the eSIM to a different email, but we can't guarantee that the recipient of the wrong email won't use the eSIM.

You can't receive a refund if your phone is not eSIM compatible. ZIM provides a list of all eSIM compatible phones on our website. Alternatively, customers can always contact our Support Team for questions about their phone's compatibility.

You can't receive a refund if you change your mind about your purchase or mistakenly choose "Activate Plan Now" instead of the preferred date. Once the eSIM is issued, we can't prevent its use. As aforementioned, we do not serve buyer's remorse, and we ask customers to please be sure before making purchases.

You can't receive a refund for any other reason not specified on this page.

Please note: our return policy applies to all purchases made through the application ZIM Connections. Please read them carefully before making a purchase. An eSIM is a digital product, and once shipped by email ZIM Connections cannot prevent its use. For this reason, after you have purchased an eSIM from your provided email, it is no longer possible to return the eSIM or receive a refund for the reasons explained.

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