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Contact Details

Mail: info@hopmobile.co

Frequently asked questions

Set up

How do I set up my e-SIM on iPhone?

  1. On your device, go to Settings.
  2. Tap "Mobile" -> "Add Mobile Data Plan".
  3. Use your printed QR code or another device to scan your eSIM QR code.
  4. Choose a label or customized label for your eSIM.
  5. Under the Default Line page, select your eSIM for cellular data only.
  6. You should see your new eSIM under your Mobile Data Plans.
  7. When you are ready to use your bundle, go to Settings -> Mobile and tap on your newly installed eSIM.
  8. Activate "Turn on this line" and "Data roaming".
  9. Ensure that other SIMs you do not wish to use for roaming have data roaming switched off.

How do I set up my e-SIM on Samsung Galaxy?

  1. Go to Settings 
  2. Tap "Connections" -> "SIM Manager" -> "Add eSIM" -> "Scan QR code from service provider"
  3. Use your printed QR code or another device to scan your eSIM QR code.
  4. Once the eSIM is installed, you will be brought to the Settings page.
  5. Tap "Mobile Data" and select the eSIM you installed when you are ready to use your bundle.
  6. Ensure that other SIMs you do not wish to use for roaming have data roaming switched off.

How do I set up my e-SIM on Google Pixel?

  1. In Settings, TAP Network & Internet.
  2. Tap the "+" icon next to SIMs.
  3. Tap "Download a SIM instead".
  4. Tap "Next" and use your printed QR code or another device to scan your eSIM QR code.
  5. Tap "Download" to install the eSIM.
  6. Once the eSIM download is finished, go to Settings.
  7. When you are ready to use your bundle, turn on the toggle button to ensure the eSIM is Active.
  8. Turn on the toggle buttons for Mobile Data and Roaming.
  9. Ensure that other SIMs you do not wish to use for roaming have data roaming switched off.

Is my phone/device compatible with eSIM?

eSIM is compatible with most Apple iPhones released since 2018, most Google Pixel phones released since 2019 and many Samsung phones released since 2021. To find out if eSIM works with your specific device, check the list here.

Does my device need to be unlocked to use hop?
Yes, your phone will need to be unlocked in order to use hop eSIMs. Phones bought in the UK since December 2021 come unlocked by default.

Usage

When does my data plan start?
Your hop data plan will start as soon as you activate your eSIM card in your phone settings. We suggest you activate your hop eSIM on arrival at your destination.


How do I check how much data I have left?
Go to My Account to view the bundles you have purchased and the amount of data remaining.


Does my hop eSIM come with a number for calls and texts?
No, your hop eSIM is data-only eSIM and does not come with a phone number of calls and texts. You can keep your usual phone number active for calls and texts at the same time as your hop eSIM (subject to device compatibility).


How much data will I need?Your data needs will vary depending on your trip length and the type of content you access.

As an indication:

  • 1 hour of YouTube videos = 1GB;
  • 1 hour of video streaming/video calling = 300MB;
  • 1 hour of web browsing/social media = 120MB.

What happens if I run out of data?
No problem - just select a new bundle and activate a new eSIM.

How many days is my bundle valid for?
With the exception of our 1GB bundles which are valid for 7 days, all of our bundles are valid for 30 days from activation.


Can I use WhatsApp with my hop eSIM?
Yes, you can use WhatsApp with your eSIM just like normal. Your WhatsApp number remains unchanged meaning you can contact your friends and family as normal.

Remember that making video calls over WhatsApp can use a lot of data, but WhatsApp calls and messages generally use little data.

Network

Which mobile network will I be using when I'm abroad?
We partner with the leading mobile networks around the world to offer you the best connectivity, wherever you are. We partner with several networks in each country to ensure we have you covered.

Will my internet speed be throttled while I'm abroad?
Our internet speeds are not throttled anywhere in the world. We are able to offer you fast internet connectivity with 3G, 4G and 5G coverage around the world (subject to location).

Can I use my bundle to tether to other devices?
Yes - our bundles can be used for tethering, enabling you to get online from other devices.

Other questions

Can I use my usual SIM card at the same time as my new hop eSIM?
Yes! Subject to device compatibility, your hop eSIM can be used simultaneously with your usual SIM. This means that you can access internet with our great rates but continue to receive phone calls and text messages from friends and family on your usual number.

How do I avoid unexpected charges for using the internet by my usual phone provider? In order to avoid incurring charges by your usual network provider, be sure to deactivate roaming for your usual SIM card before you arrive at your destination. This can be done in your phone settings.