Question 1

What is an eSIM?

Accepted Answer

An eSIM (embedded SIM) is a digital SIM card built into your device. It lets you activate a mobile plan without a physical SIM card, and you can install multiple eSIMs to switch between carriers without swapping anything.

Question 2

How do I check if my device supports eSIM?

Accepted Answer

Most modern smartphones support eSIM, including iPhone XS and later, Google Pixel 3 and later, and Samsung Galaxy S20 and later. To check on iPhone: Settings > General > About, then look for "Digital SIM". On Android: Settings > Network & Internet > SIM, then check for eSIM options. You can also visit our device compatibility guide.

Question 3

How do I install my eSIM?

Accepted Answer

After purchase, you will receive a QR code by email, typically within 2 to 10 minutes. On your device, go to Settings > Cellular / Mobile Data > Add eSIM > Scan QR Code, then follow the on-screen instructions. We recommend installing the eSIM before you travel and only activating it once you arrive at your destination.

Question 4

Can I use the same eSIM on multiple devices?

Accepted Answer

No. Each eSIM can be installed and used on one device only. Once installed, the eSIM is tied to that device. If you need connectivity on multiple devices, please purchase a separate plan for each.

Question 5

What happens when my data runs out?

Accepted Answer

When your data allowance is depleted, your connection will stop. If a top-up is available for your plan, you can purchase it from your account; otherwise, you will need to buy a new plan. We recommend monitoring your usage from your device settings to avoid surprises.

Question 6

Do eSIMs support phone calls and SMS?

Accepted Answer

Most of our eSIM plans are data-only and do not support traditional phone calls or SMS. You can still make calls and send messages using apps such as WhatsApp, Telegram, or FaceTime, which work over a data connection.

Question 7

What if my device is not eSIM-compatible at my destination?

Accepted Answer

Before purchasing, please confirm that your device is unlocked, eSIM-compatible, and supports the destination country's frequency bands. Compatibility is your responsibility as the customer; if these conditions are not met, the purchase is not eligible for a refund. Please see our Refund Policy for details.

Question 8

What payment methods do you accept?

Accepted Answer

We accept FPX online banking from all major Malaysian banks at checkout. Payments are processed securely by a licensed Malaysian payment provider.

Question 9

Is my payment information secure?

Accepted Answer

Yes. Payments are handled by a licensed Malaysian payment provider over an encrypted connection. We never see or store your online banking login or full payment details on our systems.

Question 10

What is your refund policy?

Accepted Answer

All sales are final once your eSIM QR code has been delivered. We only issue a refund when the problem is on our side, specifically:

- The QR code was never delivered and our team cannot deliver it within 24 hours of you contacting us;
- You were charged more than once for the same order due to a technical error;
- Our logs confirm a provisioning failure on our system that prevented activation on a verified-compatible device.

In these cases we process the refund within 3 business days. Outside of these situations (for example a device that is not eSIM-compatible, or a change of mind) the purchase is not eligible for a refund. Please see our Refund Policy for the full terms.

Question 11

How long do refunds take to process?

Accepted Answer

When a refund is due because of an issue on our side, your request is reviewed within 3 business days. Once approved, the money is returned to the bank account used for payment within 7 to 14 business days, depending on your bank.

Question 12

Why was my payment declined?

Accepted Answer

FPX payments can fail for a few reasons, such as insufficient funds, your bank temporarily declining the transaction, or an online banking outage. Please try again, choose another bank, or contact your bank if it keeps happening.

Question 13

What happens if I dispute a payment with my bank?

Accepted Answer

If you dispute a payment with your bank without contacting our support team first, you forfeit your right to a refund under our policy. We challenge every dispute we believe to be unjustified, and we reserve the right to close the account of any customer who raises one.

Question 14

How do I create an account?

Accepted Answer

Click "Sign Up" on our website and provide your email address and a password. You can also sign up using your Google account for faster registration. Account holders must be at least 18 years of age. See our Terms of Service for full eligibility.

Question 15

How can I contact customer support?

Accepted Answer

You can reach us through:
- WhatsApp: +60 11-2800 5210 (fastest response)
- Email: support@redxtravel.my

Customer support is available every day, 8am–2am Malaysia time (GMT+8), and we typically respond within 24 hours.

Question 16

Can a parent or guardian purchase on behalf of a minor?

Accepted Answer

Yes. Account holders must be at least 18 years of age and legally capable of entering into a contract under Malaysian law. A parent or guardian may purchase and use an eSIM on behalf of a minor in their care; in that case, the account is held by the parent or guardian, who accepts our Terms of Service on the minor's behalf.

Question 17

Do you have a mobile app?

Accepted Answer

We are currently developing mobile apps for iOS and Android to make managing your eSIMs easier. Sign up for our newsletter to be notified when they launch.

Question 18

Can I use REDX Travel for business or corporate travel?

Accepted Answer

Yes. We offer corporate accounts with volume discounts, consolidated billing, and dedicated support. Please contact our team at support@redxtravel.my to learn more.

Question 19

Do you offer promo codes or discounts?

Accepted Answer

Yes, we run promotions throughout the year. Sign up for our newsletter to receive exclusive offers, and keep an eye on the homepage for current deals.

Frequently Asked Questions

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Frequently Asked Questions

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