How can we help?
Getting started
3What is an eSIM?
An eSIM is a digital SIM card — embedded in your phone, ready to download a data plan in seconds. No plastic, no slot. Most phones from the last 5 years support it.
Will my phone work with Horizon?
If your phone supports eSIM and isn't carrier-locked, yes. Check the device list in the install flow — we list every supported model.
Can I keep my home number?
Yes. Horizon installs alongside your home SIM as a second line. Your number stays primary; data routes through Horizon.
Installation
3How do I install my eSIM?
After purchase we email a QR code. Scan it with your phone camera (iOS) or in Settings → SIM manager → Add eSIM (Android). The full walkthrough lives on the How it works page.
What if the QR code won't scan?
Use manual entry. The same email contains an SM-DP+ address and activation code — paste those into the same Add eSIM screen.
What if I delete the eSIM by accident?
You can reinstall up to 3 times from your Horizon account. After that, contact support and we'll re-issue.
Activation & usage
3When does validity start?
The countdown begins the moment your phone first connects to a network in the coverage area — not at purchase. Install before you travel, activate when you land.
What if I don't have signal?
Toggle airplane mode off and on. Confirm Data Roaming is on for the Horizon line (this is normal for travel eSIMs). If still nothing, restart the phone.
Why is my data slow?
Check whether the local network is 4G or 5G in your area. Some plans throttle after a daily threshold — your plan detail page lists the throttle rules.
Payments & refunds
3Can I get a refund?
Within 7 days of purchase, if you haven't installed it: full refund. If installed but no data used: partial. Once data is consumed, the plan is non-refundable.
What payment methods do you accept?
Cards (Visa, Mastercard, Maestro), Apple Pay, Google Pay, and the Paysera wallet — all processed securely by Paysera. We never see your card details.
Do you charge VAT?
EU customers pay local VAT on the line item. Non-EU buyers don't. Your invoice itemizes everything.
Compatibility
3Which iPhones support eSIM?
iPhone XS and newer, in most regions. iPhone 14 and 15 sold in the US are eSIM-only.
Which Androids support eSIM?
Recent Samsung Galaxy (S20+), Pixel 3 and newer, recent OnePlus / Xiaomi / Motorola flagships.
Is my phone carrier-locked?
On iOS, Settings → General → About → Carrier Lock should say "No SIM restrictions". If it says anything else, ask your home carrier to unlock — most do it for free after a contract ends.
Top-ups
2How do I top up?
Open My eSIMs, pick the country, tap Top up. Adds data and days to the same eSIM profile — no reinstall.
Can I add more days without adding data?
Not yet — top-ups always bundle data and days. We're working on time-only refills.