Question 1

What is an eSIM and how does it differ from a physical SIM card?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM that lives in your phone's hardware. You activate it by scanning a QR code instead of inserting a plastic card. Since 2018, most flagship phones (iPhone XS, Pixel 3, Galaxy S20 and later) support eSIM, and many can run an eSIM and a physical SIM at the same time (dual SIM).

Question 2

Will my phone work with a Vietnam eSIM?

Accepted Answer

If you have an iPhone XS or newer, Pixel 3 or newer, Samsung Galaxy S20 or newer, or any flagship Android released after 2020, you almost certainly have eSIM support. iPhones sold in mainland China, Hong Kong, and Macau before 2024 do NOT support eSIM — buy a physical SIM elsewhere if your iPhone was bought in those regions. Always confirm at Settings → Cellular → Add eSIM (iOS) or Settings → Connections → SIM manager → Add (Android).

Question 3

How fast is activation after I pay?

Accepted Answer

You receive your eSIM QR code by email within 60 seconds of payment confirmation. The eSIM itself activates the moment your phone connects to a Vietnamese mobile network — usually within 1-2 minutes of landing and turning on cellular data.

Question 4

Can I install the eSIM before I leave home?

Accepted Answer

Yes — and we recommend you do. Scan the QR code on your phone before flying. The eSIM profile installs immediately but does not consume any data plan time until your phone connects to a Vietnamese carrier on arrival.

Question 5

Will I keep my home phone number while using the Vietnam eSIM?

Accepted Answer

Yes. Your home SIM (physical or eSIM) stays active for calls and SMS in roaming or on Wi-Fi. The Vietnam eSIM handles only the data connection. You can configure which line is the default for calls in your phone settings.

Question 6

What if I don't see Vietnam network signal when I land?

Accepted Answer

Step 1: turn off airplane mode and toggle cellular data off then on. Step 2: in cellular settings, set the Vietnam eSIM as the default line for data and enable data roaming on that line (yes, even though it's a local plan — required for some phones). Step 3: if still no signal after 5 minutes, manually select the carrier (Settings → Cellular → Network selection → Viettel or Vinaphone). Contact our 24/7 support if needed.

Question 7

Can I top up or extend my plan?

Accepted Answer

Currently no in-place top-up. To extend, simply purchase a new plan — your phone can hold multiple eSIM profiles and you switch between them in settings. We are working on top-up integration directly with carriers.

Question 8

What happens if I run out of data before my plan expires?

Accepted Answer

Your data connection stops. There are no overage charges — you simply lose internet access until you buy a new plan. Calls and SMS via your home SIM continue to work normally.

Question 9

What's the refund policy?

Accepted Answer

Full refund within 7 days of purchase if the QR code has not been activated on a phone. Once activated, refunds are pro-rated based on unused days, minus a $2 processing fee. Contact admin@telebox.vn with your order number to request a refund.

Question 10

I'm flying from Korea — does my Korean phone work in Vietnam?

Accepted Answer

Almost certainly yes. Korean iPhones (sold by SKT, KT, LG U+) all support eSIM since iPhone XS. Samsung Galaxy and Pixel phones sold in Korea support eSIM from S20 onwards. Our Korean-language support is available 24/7 via email and KakaoTalk.

Question 11

中国大陆游客可以使用越南 eSIM 吗?

Accepted Answer

iPhones bought in mainland China before 2024 do NOT support eSIM (Apple removed the physical SIM tray for the US market only). If your iPhone was bought in mainland China, Hong Kong, or Macau, you cannot use this eSIM — please use a Vietnam physical SIM instead. iPhones bought in Korea, Japan, USA, or Europe work fine. Chinese-language support available 24/7.

Question 12

Is support available in my language?

Accepted Answer

Yes. We provide 24/7 customer support in English, Korean (한국어), and Chinese (中文) via email at admin@telebox.vn. Response time during Vietnam business hours (UTC+7) is typically under 30 minutes.

Frequently asked questions