eSIMs
      Back to home
      1. Customer Help Center
      2. eSIMs

      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.

      Do I need to book through the TourRadar app to receive an eSIM?

      • No. All travelers receive a free eSIM, but it must be redeemed through the TourRadar app.

      I booked on desktop. Will I still receive an eSIM?

      • Yes. You’ll receive an email with redemption instructions regardless of how you booked.

      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

      Co-travelers & additional eSIMs

      What if a co-traveler wants an eSIM?

      • Only the lead traveler receives a free eSIM.
      • The lead traveler can purchase an additional eSIM via the TourRadar app.
      • A QR code will be generated for the co-traveler to scan and install.

      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.
      • If your eSIM doesn’t install automatically, check your email for a QR code and try manual setup. Follow the Android installation guide (opens in a new tab) or the iOS installation guide (opens in a new tab).