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.


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.

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).

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).