Support
A real person answers. Usually within one business day.
Email support@taviesim.com — include the email address you ordered with, and your destination. That is enough for us to find your order.
Nothing arrived after 15 minutes? Email us rather than buying a second plan. We can re-send activation details; we cannot refund a duplicate you installed.
Before you buy
- Your phone must support eSIM — iPhone XS or later, and most Android phones from 2019 onward.
- Your phone must not be carrier-locked. A locked phone will refuse the profile and there is nothing we can change from our side.
- Tavi plans are data only. You keep your existing number for calls and texts; you do not get a local phone number.
Installing your eSIM
- Buy the plan. Activation details arrive by email and appear in the app under My eSIMs → Install details.
- Install it while you still have working internet — at home, or on airport Wi-Fi. Installing needs a connection; using it does not.
- On iPhone: Settings → Cellular → Add eSIM, then scan the QR code or enter the SM-DP+ address and activation code by hand.
- When you land, turn the Tavi line on and enable data roaming for that line. That switch is what makes it work abroad, and it is the single most common thing people miss.
An eSIM profile can normally only be installed once. If you delete it from your phone it usually cannot be reinstalled — that is a limit of the eSIM standard, not our policy.
Something is not working
No data after landing
Check three things, in order: the Tavi line is switched on, data roaming is enabled on that line, and the Tavi line is selected for Cellular Data. Then toggle Aeroplane Mode on and off. If it is still dark after that, email us.
The profile will not install
Almost always a carrier-locked phone, or a plan already installed on another device. Check with your home carrier that the phone is unlocked, then email us.
I lost the activation details
They are still in the app under My eSIMs, and in your original email. If you cannot find either, email us and we will re-send them.
My data ran out
Plans do not auto-renew and never bill you by surprise. Buy another plan for the same destination and install it the same way.
Refunds
We refund in full if the eSIM never arrived, will not install for a reason that is not a carrier lock, or never connects in the destination it was sold for — and if you bought it, did not install it, and ask within 30 days. We cannot refund a plan you have installed and used data on. The full policy is in the Terms.
Privacy and data
We store your email, your orders and your eSIMs. We never see your card details. To see, correct, export or delete your data, email privacy@taviesim.com. Full detail in the Privacy Policy.
Contact
support@taviesim.com — orders, eSIMs, refunds
privacy@taviesim.com — privacy and data rights
legal@taviesim.com — legal notices