Here are a few important things to keep in mind about buying and using your eSIM.
Does my phone support eSIM?
Most modern smartphones support eSIMs. Check your phone's settings or model specifications to confirm. You can also verify your device using the compatible devices list available in the Cardtonic app before purchasing.
Can I use my eSIM in multiple countries?
It depends on the plan you choose. Cardtonic offers three eSIM types:
Local: works in one country only (the country the plan is purchased for)
Regional: covers multiple countries within the same region
Global: provides coverage across multiple regions and continents
Can I receive SMS and calls with a data-only eSIM?
No. A data-only eSIM does not support calls or SMS. Keep your regular SIM active for calls and texts while the eSIM handles your data. You can also use WhatsApp or FaceTime for internet-based calls.
If you need calls and texts, search for a Global eSIM plan in the eSIM Store that includes data, voice, and texts.
What if I delete my eSIM accidentally?
Most eSIMs can only be installed once. If deleted, it cannot be reinstalled and you will need to purchase a new one. Avoid deleting or resetting your eSIM profile once it is activated.
Can I pay for eSIMs using my Cardtonic Wallet?
Yes. You can pay from any of your Cardtonic wallets (NGN, GHS, USD, KES, or ZAR, where available) or by topping up via your virtual bank account.
My eSIM purchase is still processing
It usually takes a few minutes for your eSIM to be issued. Until then, it shows “Processing…” in “My eSIMs”. When it is ready, we send you a notification and an email, and you can tap “Install eSIM” in “My eSIMs”. See: How do I install and set up my eSIM after purchase?
If it is still processing after 30 minutes, contact support via in-app chat with the reference from the transaction details.
Please note: Do not buy the same eSIM again while the first purchase is still processing, or you may pay twice.
My eSIM purchase was refunded
If we cannot issue your eSIM, the purchase is reversed and the money goes back to your Cardtonic Wallet automatically. You will get a notification and an email. The eSIM no longer shows in “My eSIMs”, but you can find it in your transaction history. You can try again or choose a different plan.