Support
  • I deleted my eSIM plan. Can I reinstall my eSIM card?

    Unfortunately no, it is not possible. Each QR code can be scanned only once.

  • Will I have an access to the What's App with a new eSIM card?

    Yes, you will have an access to the chats and contacts.

    When you add a new eSIM plan, you have an option to keep your original number, which is associated to your What's App's account, without losing your data (messages, photos, videos from your chats, contacts, etc.).

  • Why is my card blocked? What does it mean?

    Blocking the card means you cannot make or receive calls through it, or browse the internet, nor write and receive SMS messages. 

    To unlock it, you need to introduce PIN code. If you have entered the wrong code for three times, you will need to introduce PUK to unlock your card.

  • Can I move my eSIM card to another mobile device?

    No, each QR code can be scanned only once.

    If you delete your eSIM plan, you will lose an access to this card.

  • How can I check my balance? How many GBs do I have left?

    If you want to know your balance and/or how many GBs do you have left, you can call 1470 or dial *111#. 

  • I bought an eSIM. When will I get my QR code?

    You will receive an email from us with all required information (QR code, PIN and PUK, mobile line's number) on the requested activation date of your eSIM card around 07.00 CET (Central European Time).


  • What is an eSIM card?

    An eSIM card is located (embedded) in a hardware of your mobile device, and it allows virtual setting of data and voice plans of some mobile carriers without any need for a physical plastic SIM card.

    Not all devices have an embedded SIM (eSIM). Following please find a list of eSIM enabled devices that are supported by Orange Spain.

    • Apple:
      • iPhone 12, 12 Mini, 12 Pro, 12 Pro Max, SE 2020, 11, 11 Pro, 11 Pro Max, XS, XS MAX y XR with IOS 12.1.1 or superior.
      • Ipad Pro Cellular, iPad Air 2019 Cellular, iPad 2019 Cellular.
    • Android:
      • Galaxy Z-Flip, Fold, S20, S20+, S20 ULTRA, Galaxy S21 5G, Galaxy S21+ 5G, Galaxy S21 Ultra 5G
      • Google Pixel 3, 3XL
      • Huawei: P40 y P40 PRO
      • Motorola Razr (Smartphone only eSIM)
  • Where can I find information about Holidays Pass 15 price plan?

    To see complete information about the tariff, see Orange's web site: www.simmundo.es 

      • 60 GB at full 4G+ speed (later downgraded to 1 mbps).
      • 100-minute bonus valid for 15 days to call from Spain to landlines and mobiles in Germany, Australia, Austria, Bangladesh, Belgium, Brazil, Bulgaria, Canada, Chile, China, Colombia, South Korea, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, USA, Estonia, Finland, France, French Guiana, Greece, Holland, Hong Kong, Hungary, Ireland, Iceland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malta, Mexico, Norway, Poland, Portugal, Romania, the Slovak Republic, the United Kingdom, Singapore, Sweden and Switzerland, and landlines from Andorra, Argentina, Gibraltar, Japan, Morocco, the Dominican Republic, Russia, Turkey, Uruguay and Venezuela. Once the bonus minutes have been exceeded or for calls to other international destinations originating in Spain, the cost will start at 1 cent/min (call set-up cost in all cases of 30 cents).
      • The rate includes free calls from Spain between Holidays clients.
      • With this rate you can use up to 20 GB in Roaming to browse from any country in the European Union, the United Kingdom, Liechtenstein and Norway.


    • How good is the mobile coverage of Orange Spain? Where can I find information per region?

      Orange Spain has an excellent coverage (4G, 4G+, 5G) in Spanish territory (mainland and islands), supporting dozens of millions of customers and foreign roamers.

      Detailed information about its coverage can be found in the following page: https://www.orange.es/4g .

    • Can I activate and install the eSIM before I travel?

      It is indeed possible and customers from the US have reported that that they did not encounter any problem while roaming on AT&T network. 

      Nevertheless, we recommend scanning the QR code, received after activation, when you are in Spain / Europe.

      Note: this operation (QR scanning / eSIM setup on the mobile device) can be done only once.

      When customers use Spanish eSIM/SIM cards outside of Spain (or any other card outside of the home network), the technical support options are always more limited.

    • How do I get technical and commercial support?

      Before activation of your eSIM, please write us in the Contact Us page or email us at support@esimholidays.com .

      After the card has been duly activated Orange Spain will be providing technical and commercial support.

      Below please find information about Orange’s customer service in English, French, German and Spanish. 

      • From Spain: 900 906 121 (toll free)

      • From elsewhere: + 34 695 911 900 (calling rates will apply according to your plan)

      • Working hours of the multi-lingual center: Monday to Saturday from 9:00 am to 10:00 pm (Central European Time).


    • Can I call and receive calls using eSIM Holidays Spain? How much does it cost?

      eSIM Holidays is a normal GSM Spanish mobile number which can be used to make and receive voice calls.

      Receiving costs in Spain and in Europe (Zone 1) is free of charge. See below cost information when dialling from Spain.

      National calls (from Spain to Spain, fixed and mobile)

      • Calls are free of charge during 7 days after activation or renewal. After this period and until the next quota renewal, the price will be 8.47 cents / min with call setup fee of 30 cents.

      • If you do not renew the plan after 15 days, due to lack of balance, national calls will cost 25 cents € / min.

      • Special rate services (80x, 90X and premium SMS / MMS) are not included in the above pricing. See more info in Spanish in the following link.

      Calling abroad from Spain

      The tariff includes 100 minutes for calls to fixed and mobile numbers of the following destinations:

      To landline and mobile in the following countries: Germany, Australia, Austria, Bangladesh, Belgium, Brazil, Bulgaria, Canada, Chile, China, Colombia, South Korea, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Greece, Holland, Hong Kong, Hungary, Ireland, Iceland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malta, Mexico, Norway, Poland, Portugal, Romania, Republic Slovak, United Kingdom, Singapore, Sweden and Switzerland, 

      Only to landlines in the following countries: USA, Japan, Russia, Turkey, Morocco, Argentina, Uruguay and Venezuela, Dominican Republic, Andorra and Gibraltar.

    • Is it an Orange site? Who is providing the service?

      This web site is developed in collaboration with Orange Spain by Tour-Tech Distribution S.L., which is Orange Spain’s selected distribution partner for the travel industry via B2B and direct to consumer on-line channels such as this one, Amazon shops etc. See more in our Terms and Conditions section. 

      Our roles and responsibilities:

      Tour-Tech: is responsible for selling the product, customer identification and eSIM activation process in the Orange system. These processes are online and performed immediately or on a programmed date selected by the customer. We also allow top-up of additional credit (if needed) on our web site.

      Orange: service and customer support after eSIM/SIM card activation is provided by Orange Spain via various support channels (900 906 121 support line, Mi Orange app, Orange client personal area and physical shops throughout Spain).


    • Can I use eSIM Holidays to share wifi from my iPad, iPhone or any other compatible device? Is tethering allowed?

      In general Orange does not block internet sharing (tethering) using its prepaid SIM cards. Therefore, eSIM Holidays can be used to share internet with others. 

      See reference link to Orange (in Spanish).


    • What geographies and countries does the eSIM Holidays Spain cover?

      eSIM Holidays Spain is designed to work in Europe and with much bigger data allowance in Spain (60 GB in Spain and 20 GB in Zone 1).

      Countries included in zone 1: Germany, Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Slovakia, Slovenia, Finland (including the Aland Islands), France (including Martinique, Guadeloupe, Saint Martin, French Guyana, Reunion and Mayotte ), Greece, Hungary, Ireland, Iceland, Italy and Vatican City, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal (including Madeira and Azores), Czech Republic, Romania and Sweden.

      Note: United Kingdom, Switzerland, Andorra and Monaco are not in the list.

      See reference link to Orange web site (in Spanish).
    • How can I renew my Holidays Spain plan?

      The service is a full prepay service meaning that there is no subscription.

      In case you want to renew your plan after 15 days, you would need to recharge the number with sufficient funds (25€) and the Holidays Spain plan will be renewed automatically.

      In case you spend your data allowance within the 15 days an early renewal can be made by sending an SMS to 1470 with the following text: GB PASS15 . Renewal of the Holidays Spain plan requires sufficient credit (25€).

      The recharge is available only for eSIM/SIM numbers acquired on this site.

    • How do I install the eSIM on my phone?
    • What are the supported devices by Orange Spain for the eSIM Holidays Spain?
      Supported devices
      • Apple:
        • iPhone 12, 12 Mini, 12 Pro, 12 Pro Max, SE 2020, 11, 11 Pro, 11 Pro Max, XS, XS MAX y XR with IOS 12.1.1 or superior.
        • Ipad Pro Cellular, iPad Air 2019 Cellular, iPad 2019 Cellular.

      • Android:
        • Galaxy Z-Flip, Fold, S20, S20+, S20 ULTRA, Galaxy S21 5G, Galaxy S21+ 5G, Galaxy S21 Ultra 5G
        • Google Pixel 3, 3XL
        • Huawei: P40 y P40 PRO
        • Motorola Razr (Smartphone only eSIM)
    • What are the limitations of this tariff?
      The most important limitations are: 
      • Switzerland, Andorra and the UK, which are not part of the European Economic Area (EEA), are not included in the allowed roaming area (Zone 1).
      • SMS messages sent will be charged apart per message.