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Here are some common questions our customers frequently ask about eSIMs.

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Frequently Asked Questions

Where to Find Installation Instructions

  1. Check Your Installation Email
    After your purchase, you will receive an email with all the instructions and details required to install your eSIM.

  2. Access Instructions via the Libra Mobile App or Web Portal
    If you’ve misplaced the email, don’t worry! You can find the same instructions and details on the Manage page in the Libra Mobile Website or through the Web Portal.

Detailed Installation Guides

  1. Refer to the following articles for step-by-step instructions tailored to your device:

Important Notes

    • A stable internet connection is required to install your eSIM.
    • Keep in mind that your eSIM can only be installed once.

    If you need further assistance, reach out to Libra Mobile Support.

  1. Need to deactivate your Libra Mobile eSIM? Here’s a step-by-step guide to turning off an eSIM on both iOS and Android devices.

How to Turn Off an eSIM on an iOS Device

Follow these steps to quickly deactivate your eSIM on an iOS device:

  • Open Settings.
  • Go to Mobile Service (or Cellular, depending on your device).
  • Select the eSIM you want to turn off.
  • Toggle Turn On This Line to the off position.

How to Turn Off an eSIM on an Android Device

Follow these steps to deactivate your eSIM on an Android device:

  • Open Settings.
  • Go to Connections (or Network & Internet, depending on your device).
  • Select SIM Manager.
  • Choose the eSIM you want to deactivate.
  • Toggle it to the off position.

That’s all! Your Libra Mobile eSIM is now deactivated. If you need to reactivate it, simply reverse the steps above.

Steps to Fix the Issue

  1. Check if the Plan is Activated
    Ensure your Libra Mobile eSIM plan is active and valid.

  2. Disconnect from Wi-Fi
    Turn off Wi-Fi to ensure your device uses the eSIM for internet connectivity.

  3. Ensure eSIM is Enabled and Set as Preferred
    Verify that your eSIM is active and selected as the default for data.

  4. Enable Data Roaming
    If you’re traveling, make sure data roaming is turned on in your settings.

  5. Reboot Your Android Device
    A quick restart can resolve many connectivity issues.

  6. Disable 5G Settings
    Switch to 4G/LTE in your network settings if 5G is causing disruptions.

  7. Manually Select the Network Operator
    Go to Settings > Mobile Networks and manually choose the correct operator.

  8. Enable and Disable Flight Mode
    Toggle Flight Mode on and off to refresh your network connection.

  9. Configure APN (Access Point Name) Settings
    Ensure the APN settings match those provided by Libra Mobile.

  10. Reset Your Network Settings
    Resetting network settings can solve persistent issues (note: this will erase saved Wi-Fi passwords).

If you’ve tried all the above and still face issues, feel free to contact Libra Mobile Support for assistance.

Don’t worry! Here’s what you need to know:

Why This Happens

  • In most cases, your eSIM will only activate when you arrive at your destination. If you haven’t reached your destination yet, it’s normal to see the “Not Activated” status, even if the installation process is complete.

What to Do Next

    • Check Activation Requirements
      If you’re not yet at your destination, wait until you arrive to activate the eSIM.
    • Verify Settings
      If you are already at your destination:
      • Make sure your eSIM is turned on.
      • Ensure data roaming is enabled.

Need More Help?

For detailed instructions on how to activate your eSIM, refer to [this article]. If the issue persists, contact Libra Mobile Support for assistance.

  1. If you encounter the error ‘Invalid QR Code’ while attempting to install your eSIM, it usually means that your Libra Mobile eSIM has already been installed.

How to Check If Your eSIM is Already Installed:

  • On iOS:
    1. Navigate to Settings > Cellular.
    2. If you see the Libra Mobile eSIM listed under your SIMs, it means your eSIM is already installed.
      • Typically, the Libra Mobile eSIM is the last eSIM in the list if you have multiple eSIMs.
      • As a data-only eSIM, it won’t display a phone number.

    On Android:

    1. Go to Settings > SIM Manager (on Samsung devices) or Settings > Network & Internet > Mobile Network (on other Android devices).
    2. If the Libra Mobile eSIM appears in the list, it has already been installed.
      • Like on iOS, the Libra Mobile eSIM is usually the last in the list if you have multiple eSIMs and does not show a phone number since it is data-only.

Troubleshooting Further Issues

If you don’t see your eSIM in your device’s settings but still encounter the ‘Invalid QR Code’ error, please reach out to our customer service team. You can contact us via the chat feature or Whatsapp.

For some devices, the APN settings may not auto-configure. In these cases, you’ll need to input the APN information manually. Read the full article here

Your Libra Mobile eSIM validity begins only when it is activated.

It is recommended to install your eSIM before your trip, as a stable internet connection is required for the installation process. Installing your eSIM will not activate it, so you can safely complete this step ahead of time.

If you have additional questions, feel free to contact Libra Mobile’s customer support via live chat on the website.

Libra Mobile eSIMs do not include a phone number, so you cannot make traditional calls using the eSIM.

However, you can still make calls using VoIP services or messaging apps such as WhatsApp, FaceTime, or other internet-based platforms.

If you have additional questions, feel free to contact Libra Mobile’s customer support via live chat on the website.

You cannot extend the validity of your existing plan. However, if you need to use your Libra Mobile eSIM beyond its current validity, you can purchase an add-on for the same eSIM.

The add-on will automatically activate once your original plan expires, allowing you to continue using the same eSIM without needing to reinstall or repeat the setup process.

For more details or assistance, contact Libra Mobile’s customer support via live chat on the website.

  1. Email Notifications from Libra Mobile will send you regular email updates to keep you informed about the remaining days in your plan and your data usage. This ensures you always know how much time or data you have left.

  2. Checking Data Usage on Your Device

For Android Devices:

  • Open the Settings app.
  • Go to Network & Internet (or Connections on Samsung devices).
  • Select SIM Manager or Data Usage.
  • Locate your Libra Mobile eSIM in the list and view the data usage details associated with it.

For iOS Devices:

  • Open the Settings app.
  • Tap on Cellular (or Mobile Data).
  • Scroll down to find your Libra Mobile eSIM under Cellular Plans (or Mobile Data Plans).
  • You’ll see details about the data usage for that specific eSIM.

If you have further questions, feel free to reach out to Libra Mobile’s customer support via live chat on the website.

For iOS Devices:

  1. Open the Settings app.
  2. Tap Cellular (or Mobile Data).
  3. Under Cellular Plans, you’ll see a list of your installed eSIMs.
  4. Tap the eSIM you want to use for internet services.
  5. Enable Turn On This Line if it’s not already active.
  6. To set the eSIM for internet services, go to Cellular Data and select the desired eSIM from the list.
  7. If you want to switch back later, follow the same steps and choose the other eSIM.

For Android Devices:

  1. Open the Settings app.
  2. Navigate to Network & Internet (or Connections on Samsung devices).
  3. Select SIM Manager or Mobile Network.
  4. You’ll see a list of your installed eSIMs. Choose the one you want to use and toggle it on.
  5. Under Mobile Data or Preferred SIM for Data, select the eSIM you want to use for internet services.
  6. To switch back, repeat the steps and choose the other eSIM.
  1. You can only extend your usage by purchasing and installing an additional plan.
    • There’s no need to wait for your current plan to expire—you can purchase and install a new eSIM at any time.
    • Once the new eSIM is installed, you can switch between the two eSIMs whenever you want to start using the new plan.

    To switch between eSIMs, follow the step-by-step guide on that link

A payment receipt in PDF format will be sent to your email upon the successful purchase of a Libra Mobile eSIM. Please check your inbox and spam folders for this email.

If you require a separate invoice for your order:

  • Contact Libra Mobile’s customer service via the chat option on our website.

Our team will assist you in providing the invoice you need.

Let us know if you need further assistance! 

Yes, your payment information is fully secure with Libra Mobile.

Libra Mobile utilizes trusted third-party payment processors to handle all transactions. These processors are Level 1 PCI DSS compliant service providers, adhering to the highest security standards in the industry.

It is recommended to buy your eTravelSim before traveling to ensure a hassle-free experience. Purchasing in advance allows you to set up and activate your eSIM before departure, so you have immediate connectivity upon arrival. This saves time, avoids high roaming charges, and ensures you don’t face issues finding Wi-Fi or purchasing a SIM at your destination. However, if you prefer, you can also buy and activate it after arriving, as long as you have an internet connection to complete the setup. 

You can read our full refund policy by clicking here.

For further questions or assistance, feel free to contact Libra Mobile’s customer support via live chat on the website.

 

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