Frequently asked questions
Can't find your answer? Email help@fusion.tw.
Before you buy
When do days start counting?
Only when you arrive at your destination and the eSIM first connects to a local network. You can install it before you leave; installing doesn't start the count.
Does my phone support eSIM?
iPhone XR, iPhone XS and later iPhones support it (except some models bought in mainland China, Hong Kong or Macau). On Android it depends on the brand and model. See Compatible phones. Your phone must also not be carrier-locked.
Do unlimited plans slow down?
Most unlimited plans include a daily high-speed allowance and slow down once it's used up; each plan shows its allowance and the speed afterward. Plans marked “No throttling” have no high-speed cap, though actual speeds still depend on the local carrier, signal and network congestion.
Do I need to register my ID?
Most plans don't. Plans marked “ID registration” (such as some plans used in Hong Kong and Taiwan) must be registered by you on the carrier's official website (passport photo required). FUSION does not collect your ID documents.
Do I have to replace my current SIM card?
No. The eSIM and your current SIM card can be used side by side; just switch mobile data to the eSIM when you travel.
Installation
How do I install an eSIM?
After payment, go to “My eSIMs” and follow the steps on screen: install directly on iPhone; on Android, copy the install code and paste it into your phone's Settings, or scan the QR code shown on another device. See How to install for the steps.
Can I reinstall an eSIM after deleting it?
No. The install code works only once. After deletion the eSIM can't be reinstalled or reissued, so don't delete an eSIM you still need.
While traveling
Do I need to turn on Data Roaming when I arrive?
Yes. On arrival, go to Settings → Cellular, select this eSIM, turn on Data Roaming and switch mobile data to this eSIM. It's needed to connect to the local carrier and incurs no extra roaming charges.
Can I add a plan to the same eSIM?
Some card types can. Whether you can is shown by “Add a plan” on the eSIM details page in “My eSIMs”.
How do I check my remaining data?
Check “My eSIMs” on the website or in the App. With the App you also get push alerts for remaining data and expiry.
Refunds
Can I get a refund?
Standard plans: full refund within 30 days of purchase if the eSIM hasn't been installed. Plans marked “No cancellation after purchase” deliver the install code right after payment and can't be cancelled or refunded. If the eSIM doesn't work in its coverage area, contact support at help@fusion.tw; once we confirm the problem, we'll refund you. See the Terms of Service for the full rules.