How can we help?
Getting started
3What is an eSIM?
An eSIM is a digital SIM profile added to a compatible phone. It lets you install supported mobile plans without swapping a physical card; compatibility varies by model and sales region.
Will my phone work with Horizon?
Compatibility depends on the exact model, sales region, carrier lock and firmware. Confirm that the phone is unlocked, check for an EID, and verify the exact model or variant on our supported devices page before buying.
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?
Check the instructions in your account or contact support before trying to reinstall. Whether a deleted profile can be installed again depends on the product and provider rules.
Activation & usage
3When does validity start?
The start rule varies by plan. Check the plan details for whether validity begins at installation, activation or first connection and for any first-use deadline.
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?
We accept Visa, Mastercard and Maestro, plus the payment methods shown at checkout. Payments run through Paysera. After confirmation, check your account and inbox for the eSIM installation 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 and select the plan. If a top-up is supported, eligible data or validity options appear there; otherwise choose another plan.
Can I add more days without adding data?
Where offered, current top-up options combine data and validity. Check My eSIMs for the eligible options on the selected plan.
Talk to a human.
Screenshots for iPhone and Android — from QR scan to first connection.
Open the guidesupport@horizonesim.com — response times vary; include your order number and account email when relevant.
Write a messageWalk us through the problem with screenshots. We track every ticket end-to-end.
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