Waystone support
Help for the journey.
Find a quick answer, run a guided connection check, or send the details our support team needs.
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12 articles
What is an eSIM?
How a digital SIM works alongside your regular line.
Getting startedWhen to install your Waystone
Prepare over reliable Wi-Fi before your departure.
Installing your eSIMInstall on iPhone
Install your persistent Waystone eSIM with a QR code or manual details.
Installing your eSIMInstall on Android
Find your SIM manager and add a travel eSIM.
Can't connectNo data after arrival
Check your data line, roaming, signal, and plan details.
Can't connectWaystone line has no signal
Safe checks to help your phone find an available network.
Data and usageUnderstand your data usage
See what uses travel data and where to check your balance.
Data and usageAdd global data to your Waystone
Recharge options appear only when the selected plan supports them.
BillingFind a payment receipt
Open an order from your account to view its payment record.
Device compatibilityCheck your phone for eSIM
Look for an EID and confirm carrier-unlocked status.
RefundsAsk about a refund
Eligibility depends on the eSIM state and provider terms.
AccountSign in or reset your password
Recover access without exposing account details.
Guided troubleshooting
Connection check
Use the phone that has your Waystone eSIM. Keep Wi-Fi available until a step asks you to test mobile data.
Keep your eSIM installed. Do not delete it unless support specifically tells you to; some profiles cannot be reinstalled automatically.
BEFORE WE BEGIN
Which phone are you using?
We'll tailor the menu directions. Names can still vary by model and software version.
Common questions
A little more clarity
Should I delete and reinstall my eSIM?
No. Keep it installed unless support tells you otherwise. Some profiles cannot be downloaded again automatically after deletion.
Why does Waystone need data roaming on?
Travel eSIMs often use a local roaming partner. Enabling roaming on the Waystone line lets it use that partner. Keep your home line's settings separate.
Can support change settings on my phone?
No. We can explain where to look, but you stay in control of every setting and network change.
What information helps diagnose a connection?
Your order ID, destination, exact device model, what you see beside the Waystone line, and which checks above you completed are useful. Never send passwords or full payment-card details.
Can I ask for a refund?
You can always ask. Eligibility depends on the plan provider's terms and whether the eSIM was provisioned, installed, activated, or used.
Contact support
Still need a hand?
Share the essentials once. If you ran the connection check, you can include those answers automatically.
Do not include passwords, full payment-card numbers, or other sensitive information.