eSim technical support

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Below are detailed instructions collected in the form of questions

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List of questions that solve 99% of problems

We have sent a QR code to your email. To download it to your device and use it, just follow a simple instruction:

Make sure you are connected to uninterrupted internet;
We recommend connecting to WiFi;
Scan the QR code with the device you want to install eSim on;
To do this, open the QR code on another device: computer, phone or tablet.

What should I do if the device's camera does not scan the QR code?

For iOS devices (Apple)

Go to device settings, select "Mobile data" -> "Add mobile plan" and point the camera at the QR code.

For Android devices

Go to the device settings, in the "Connections" -> "SIM card management" section.
Click "Add mobile data plan", select "Add via QR code" and point your camera at the QR code.

Settings may vary depending on the device.
Finish eSIM activation
Follow device instructions

The balance can be topped up with any bank card on the operator's website https://kyivstar.ua/pay

To check your account balance, dial *111# and press the call button.

To check the remaining minutes for calls, SMS and Internet traffic, dial *112# and press the call button.

To find out your number, dial *161# and press the call button.

The expiration date of the starter pack is indicated in the email received along with the QR code. This is the date until which you can activate the starter pack.

The SIM card will remain operational if you top up the balance at least once every 6 months.

To check the expiration date of the number, dial *114# and press the call button.

After activation, you can install and activate the application:

For Android: https://play.google.com/store/apps/details?id=com.kyivstar.mykyivstar&hl=ru

For IOS: https://apps.apple.com/ua/app/my-kyivstar/id771788824

The first step is to check whether the option "Data roaming" is enabled in the device settings - the function must be enabled.

The second step is to check whether the "Data transfer" option is enabled in the device settings - the function must be enabled.

The third step, try to replenish your account with 1$ (40 UAH). In some countries, operators require that there be a minimum balance on the balance sheet. You can replenish your account on the operator's website, with any bank card https://kyivstar.ua/pay . After topping up, restart your device.

If 3 steps did not help? Try manually configuring your device as follows:

By default, mobile Internet does not require additional settings. If there is no access to the network, then use the detailed tips on the device settings:

Android device settings:

Go to the "Settings" menu;
Select "Connections" or "Wireless networks" (depending on the version of Android);
Select "Mobile networks";
Select "Access Points";
Click in the upper right corner of the screen on "Add" or "+" (depending on the version of Android);
Write in the field "Name" - kyivstar;
Write in the field "Access Point" - internet;
In the upper right corner of the screen, click on the menu (three dots) and select "Save". Sometimes the save button will be at the bottom of the screen;
Restart your device;
Enable "Data roaming" or "Data roaming" in the settings;
Turn on data transfer.

IOS device settings (Apple):

Go to the "Options" or "Settings" menu;
Select "Mobile data" or "Mobile data;
Select "Mobile networks" or "Cellular";
Select "Access Points" or "Cellular Data Network;
Write in the field "APN" - Internet;
Leave the rest of the fields blank and click the "Save" button if the device offers;
Restart your device;
Enable "Data roaming" or "Data roaming" in the settings;
Turn on data transfer.

These are standard settings that are suitable for 95% of devices. If your device does not contain such settings, then read the instructions for setting up APN on the manufacturer's website..

If the phone is not registered to the local operator's network automatically:

Check the balance of the Internet and funds - they must be positive;
Reboot your phone (turn off and on after 10-15 seconds);
Select a roaming operator's network manually.

Just dial the number in international format, starting with +(country code)(area or operator code)(telephone number)

Didn't find the answer?

Text us via support chats

Support chat

info@isim.net.ua

Какие устройства поддерживают eSim?

Apple iPhone
13, 13 Pro, 13 Pro Max, iPhone 13 Mini 12, 12 Pro, 12 Pro Max, 12 Mini, SE, 11, 11 Pro, 11 Pro Max, XS, XS Max, XR
Не поддерживаются iPhone купленные в Китае и Гонг Конге, с поддержкой 2х SIM-карт.

iPad
Pro 12.9‐inch (4th generation), Pro 12.9‐inch (3rd generation), Pro 11‐inch (2nd generation), Pro 11‐inch (1st generation), Air (4th generation), Air (3rd generation), iPad (8th generation), iPad (7th generation), mini (5th generation)

Samsung
Galaxy S: s21+ 5G, s21 Ultra 5G, s20, s20+, s20 Ultra, s22, s22+, s22 Ultra Galaxy Note: 20 FE 5g, 20 FE, 20 Ultra, 20 Ultra 5g, 20+ Galaxy Z: Fold 3 5G, Fold 2 5G, Fold, Fold LTE model, Flip 5G, Flip
Samsung Galaxy S20 Hybrid Dual SIM – Samsung производит версии, как с поддержкой eSim, так и без.

Google Pixel
6 Pro, 6, 5a 5G, 5, 4a, 4, 3 & 3XL (Limited support), 2
Не поддерживаются Pixel 3a купленные в Юго-Восточной Азии.

Другие
Microsoft Surface Duo, Windows 10 PCs, Huawei P40 & P40 Pro, Oppo Find X3 Pro, Sony Xperia 10 III Lite, Nuu Mobile X5, Lenovo Yoga 630, HP Spectre Folio , Gemini PDA, Motorola Razr 2019, Palm Palm
Не поддерживаются устройства с Beta-версиями Android Q.

Ваше устройство не поддерживает eSim? Вы можете заказать физическую SIM-карту на нашем сайте isim.ua

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