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eSIM FAQs and Support

Find answers to common questions and learn where to get help with your TourRadar eSIM.

FAQs

Activation & validity

Can I activate my eSIM more than 72 hours before my trip?

  • No. Activation is only available within 72 hours of your departure.

How long is the eSIM valid after activation?

  • Your eSIM remains active for 30 days after your tour ends.

Can I extend the eSIM’s expiration?

  • Yes. Purchasing a top-up extends the eSIM’s validity.

Will I receive an eSIM for multiple bookings?

  • Yes. If you have back-to-back tours, you’ll receive a separate eSIM for each booking, based on your travel region.

Is the eSIM only available when booking through the TourRadar app?

  • No. All bookers will receive an eSim, but it can only be redeemed through the TourRadar app

Redeeming your eSIM

What if I haven’t received my eSIM email and my trip is in 72 hours?

  • Check your spam or junk folder.
  • If you can’t find it, download and log into the TourRadar app to check for the "Redeem eSIM" option.

I haven’t received my QR code for manual installation

If your eSIM didn’t install automatically after clicking Continue on the Activate eSIM page in the TourRadar app:

  • You must click Activate eSIM in the TourRadar app to trigger the email from Celitech.

  • Once clicked, Celitech will send you an email with a QR code for manual installation.

  • If you’ve already clicked it but haven’t received the email, check your spam or junk folder.

  • If it’s still missing, contact Celitech Support for assistance.

Can I redeem my eSIM after I’ve already started my trip?

  • Yes, redemption is possible throughout your entire trip—as long as your destination is supported and the eSIM hasn’t already been redeemed. 

Using & managing your eSIM

Does the eSIM include a phone number?

  • No. This is a data-only eSIM. Use apps like WhatsApp, iMessage, or FaceTime to communicate.

What if I run out of data?

  • You’ll receive an email or SMS alert.
  • You can top up directly in the TourRadar app.

What if I get a top-up error?

  • Make sure you haven’t changed the pre-filled email in the Celitech portal.
  • If the issue continues, contact Celitech support (opens in a new tab).

Are there any countries where Celitech eSIM does not provide coverage?
Yes, while Celitech offers wide global coverage, there are a few countries where service is currently unavailable. These include:

  • Turkmenistan

  • Namibia

  • Zimbabwe

  • Maldives

  • Andorra

If your tour starts in one of these countries, the eSIM cannot be used.
If your tour starts in a country where coverage is available but passes through one of the countries above, the eSIM will work at the start location but not while you are in those countries.

Co-travelers & additional eSIMs

Can a co-traveler get a free eSIM?

No — the free 1GB eSIM is only for the lead traveler and is not transferable. However, the lead traveler can purchase an additional eSIM for a co-traveler through the Celitech portal by:

  • Activating their free eSIM in the TourRadar app (the Manage eSIM option only appears after activation)
  • Tapping Manage eSIM in the app to open the Celitech portal
  • Buying an additional eSIM in Celitech
  • Sharing the QR code with a co-traveler
  • The co-traveler then installs it on their phone following the provided instructions (device must be eSIM-compatible)

Need support?

If you experience any issues while redeeming or using your eSIM, here’s who to contact:

  • For TourRadar app issues (e.g., log in issues, you can’t find “Redeem eSIM” or any in app issue), contact TourRadar support (opens in new tab)
  • For eSIM activation, connectivity, or technical issues, visit the Celitech Help Center (opens in a new tab).
  • For top-up errors or other eSIM-related issues, you can submit a request to Celitech (opens in new tab) 

Tips:

  • Make sure you’ve downloaded the TourRadar app and are logged in using the email address connected to your booking.
  • Follow the guide to redeem your eSIM within the TourRadar App here.
  • Follow Celitech's Android installation guide or the iOS installation guide