Ubigi - Technical Support - Frequently Asked Questions

ASSISTANCE

ASSISTANCE – MOBILE DEVICES

GETTING STARTED WITH UBIGI ESIM

First download the Ubigi App on the AppStore or scan the QR code below:

Launch your Ubigi App. If your iPhone is compatible

with eSIM, then you will see the “Activate my eSIM” button on your screen. Tap on it and follow the steps to install your eSIM profile.

For more help, you can go to the following page: https://cellulardata.ubigi.com/ios/iphone/get-esim/

Once installed, you can enjoy your Ubigi services in more than 160 destinations

First download the Ubigi App on the AppStore or scan the QR code below:

Launch your Ubigi App. If your iPad is compatible with eSIM, then you will see the “Activate my eSIM” button on your screen. Tap on it and follow the steps to install your eSIM profile.

For more help, you can go to the following page: https://cellulardata.ubigi.com/ios/ipad/get-esim/

Once installed, you can enjoy your Ubigi services in more than 160 destinations.

To get your free eSIM profile by email right now, please fill in the form on the following link:

https://cellulardata.ubigi.com/esim/

Once you received the email with your eSIM profile ready to be installed, follow the steps on the following page to install it on your device:

https://cellulardata.ubigi.com/how-to-connect/android/

Once installed, you can enjoy your Ubigi services in more than 160 destinations!

Your device is already equipped with an Ubigi eSIM. The only thing you have to do is to connect your device to the Ubigi network and create your personal account. To do that, please follow the instructions on the following link: https://cellulardata.ubigi.com/how-to-connect/windows/

Voilà! You can now enjoy your Ubigi services

First, check if your device is compatible with Ubigi services on the following section:
“Which WINDOWS 10 devices are compatible with Ubigi services?”

If yes, then your device is already equipped with an Ubigi eSIM. The only thing you have to do is to connect your device to the Ubigi network and create your personal account. To do that, please follow the instructions on the following link: https://cellulardata.ubigi.com/how-to-connect/windows/

If you have deleted by mistake the eSIM profile on your WINDOWS 10 device, you can automatically reinstall a new one for free by following instructions the link below: https://cellulardata.ubigi.com/windows/get-esim/

You’ll be connected to the internet within minutes!
Note: If your mobile device is SIM locked by your operator, you won’t be able to install Ubigi.

First, make sure that the SIM card is well inserted in the SIM card slot of your device (please refer to the instruction manual of your device).

Then, the only thing you have to do is to connect your device to the Ubigi network and create your personal account. To do that, please follow the instructions on the following link :

https://cellulardata.ubigi.com/how-to-connect/windows/

Voilà ! You can now enjoy your Ubigi services.

Note: in case there is no SIM card inserted in your device, first make sure it is compatible with Ubigi service: Which WINDOWS 10 devices are compatible with Ubigi services?

If it is compatible and you never had a SIM card or you lost it, please contact device manufacturer directly to request a new one.

WARNING:

if you delete your Ubigi eSIM profile, you won’t be able to reinstall it automatically. You will have to contact our Customer Service for a new installation. If you encounter any issue with your eSIM profile, do not delete it and just contact our Customer Service for more help.

If you really want to delete the eSIM profile on your iPhone, go to:
– Settings
– Mobile Data
– In the “Data plans” section, select the data plan (=eSIM profile) you want to delete
– Click on “Remove data plan”

In order to delete an eSIM profile on your iPad, go to:
– Settings
– Mobile Data
– In the “Data plans” section, select the data plan (=eSIM profile) you want to delete
– Click on “Remove data plan”

In order to delete an eSIM profile on your Android device, go to:
– Settings
– Connections
– SIM card Manager
– Select the eSIM profile you want to remove
– Click on Delete

If you are using a new iPhone and want to transfer your Ubigi eSIM profile from your old device to the new one, please fill in the contact form here to request an eSIM swap to our Customer Service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans (if you have any).

If you are using a new iPad and want to transfer your eSIM profile from your old device to the new one, please fill in the contact form here to request an eSIM swap to our customer service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans (if you have any).

If you are using a new device and want to transfer your eSIM profile from your old device to the new one, please follow the instructions below:

First, make sure that you still have the first email you received with the Ubigi QR code you used to install the profile on your old device:

– If you still have the QR code:
– Delete the eSIM profile from your old device (see How to delete an eSIM profile on Android?)
– Use that same QR code to reinstall the eSIM profile on your new device

This will allow you to keep your current Ubigi account by installing the same Ubigi eSIM profile on your new device.

Note:

If the profile is not deleted on your old device, you will not be able to reinstall that same profile on your new device.

If you are using a new device and want to transfer your eSIM profile from your old device to the new one, you can ask for an eSIM swap to our customer service. This will allow you to keep your current Ubigi account by installing the Ubigi eSIM profile on your new device.

To do that, send your eSIM swap request to our customer service by filling in the following form: here

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive).

First, check here if your new device is compatible with Ubigi services.

If your new device is compatible with Ubigi services, it may already be equipped with a Ubigi SIM card or an Ubigi eSIM profile. In this case, you will not need to use your old SIM card. You will just have to activate your services by creating a new account by following the instructions on the link below:

https://cellulardata.ubigi.com/how-to-connect/windows/

Note: If you are using multiple devices with a Ubigi SIM card and/or eSIM, you will need to create an account for each device. You can use the same email address for the account creations but the logins have to be different.

If you lost your iPhone and want to transfer your Ubigi eSIM profile from your old device to the new one, please fill in the contact form here to request an eSIM swap to our Customer Service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans (if you have any).

If you lost your iPad and want to transfer your eSIM profile from your old device to the new one, please fill in the contact form here to request an eSIM swap to our customer service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans (if you have any).

– If you lost your device and did not have any valid data plan on your Ubigi account, you can simply reinstall a new eSIM profile from the following page:

https://cellulardata.ubigi.com/android/get-esim/

– If you lost your device while you still had an active and valid data plan on your Ubigi account, please fill in the contact form here to request an eSIM swap to our customer service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans.

If you lost your device and want to block or terminate your eSIM profile and Ubigi account, please fill in the contact form here to send your request to our Customer Service.

If you deleted the Ubigi eSIM profile from your iPhone, please fill in the contact form here to request an eSIM swap to our Customer Service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans (if you have any).

If you deleted the eSIM profile from your iPad, please fill in the contact form here to request an eSIM swap to our customer service.

You will then receive by email a QR code to swap your eSIM profile to your new device (all installation steps are specified in the email you will receive). This will allow you to keep your Ubigi account and your on-going data plans (if you have any).

If you did not have any bundle active on your Ubigi account when you deleted your eSIM profile, just go to the following page to download a new eSIM and create a new personal account :

https://cellulardata.ubigi.com/windows/install-esim/

If you do have an active and valid data plan on your Ubigi account at the moment you deleted your eSIM profile, please fill in the form: here to get a QR code to re-install an eSIM on your device that will allow you to access your Ubigi account again.

When you install an eSIM profile, you are invited to create a Ubigi account at the end to finalize the installation process. This means that each time you install an eSIM profile, you will have to create a Ubigi account. It will not be possible to merge them in one single account.

But no worries! When you switch from a Ubigi eSIM profile to another Ubigi one, the Ubigi application on your device will connect automatically to the associated account (just re-open the application to refresh the display and you will be connected the right account).

If you need to deactivate your Ubigi eSIM profile temporarily on your iPhone when you travel or when you do not use it, go on your device to:
– Settings
– Mobile Data
– Select the eSIM you want to deactivate
– Set the button “Activate this number” at the top of the screen to OFF

We recommend you to never delete your Ubigi eSIM when you travel or when you do not use it as you can simply deactivate/reactivate it as described above, until you need it again.

You can visit the following page for more details: https://cellulardata.ubigi.com/setup/#deactivating
For more information about how to manage your eSIM profiles, go to: https://support.apple.com/fr-fr/HT209044#transfer-erase

If you need to reactivate your Ubigi eSIM profile on your iPhone after having deactivated it temporarily, go on your device to:
– Settings
– Mobile Data
– Select Ubigi*
– Set the button “Activate this number” at the top of the screen to ON

We recommend you to never delete your Ubigi eSIM when you travel or when you do not use it as you can simply deactivate/reactivate it as described above until you need it again.

You can visit the following page for more details: https://cellulardata.ubigi.com/setup/#activating

*If you do not see Ubigi anymore in the list of installed eSIM profiles, it means that you deleted it. In this case, we invite you to contact our Customer Service for more help on a new free installation.

For more information about how to manage your eSIM profiles, go to : https://support.apple.com/en-gb/HT209044

If you need to deactivate your Ubigi eSIM profile temporarily on your iPad when you travel or when you do not use it, go on your device to:
– Settings
– Mobile Data
– Select the data plan you want to use
– Set the button “Activate this number” at the top of the screen to OFF.

We recommend you to never delete your Ubigi eSIM when you travel or when you do not use it as you can simply deactivate/reactivate it as described above, until you need it again.

For more information about how to manage your eSIM profiles, go to : https://support.apple.com/en-gb/HT209044

If you need to reactivate your Ubigi eSIM profile on your iPad after having deactivated it temporarily, go on your device to:
– Settings
– Mobile Data
– Select Ubigi*
– Set the button “Activate this number” at the top of the screen to ON.

We recommend you to never delete your Ubigi eSIM when you travel or when you do not use it as you can simply deactivate/reactivate it as described above until you need it again.

For more information about how to manage your eSIM profiles, go to: https://support.apple.com/en-gb/HT209044

If you need to deactivate your Ubigi eSIM profile temporarily on your Android device when you travel or when you do not use it, go on your device to:

– Settings
– Connections
– SIM card manager
– Select the eSIM you want to deactivate
– Set the button at the top to OFF
– Mobile Network

We recommend you to never delete your Ubigi eSIM profile when you travel or when you do not use it as you can simply deactivate it as described above, until you need it again.

If you want to reactivate your Ubigi eSIM profile (even temporarily) on your Android device go on your device to:

– Settings
– Connections
– SIM card manager
– Select the eSIM you want to reactivate
– Set the button at the top to ON
– Mobile Network

We recommend you to never delete your Ubigi eSIM profile when you travel or when you do not use it as you can simply deactivate it as described above, until you need it again.

The Ubigi eSIM profile has unlimited validity period as it stays active as long as you recharge your Ubigi account with a prepaid data plan at least once in 18 months.

This means that it is only after a period of 18 months of inactivity (i.e no prepaid data plan used at all) that the eSIM profile will automatically be terminated.

The period of 18 months is calculated from the date of your last consumption from the last prepaid data plan you used.

If you do not get the “Active my eSIM” button when you open the Ubigi application, this means that you already installed a Ubigi eSIM on your iPhone in the past, or interrupted the installation process during your last attempt.

In order to get a QR code to reinstall your dedicated eSIM profile on your iPhone, we invite you to contact our Customer service here and precise the EID* number of your iPhone in your request.

* The EID number is to be find in your iPhone under:

– Settings
– General
– Information

Note: Please do not forget to precise this EID number so that your request can be handled quickly.

If you do not get the “Active my eSIM” button when you open the Ubigi application, this means that you already installed a Ubigi eSIM on your iPad in the past, or interrupted the installation process during your last attempt.

In order to get a QR code to reinstall your dedicated eSIM profile on your iPad, we invite you to contact our Customer service here and precise the EID* number of your iPad in your request.

* The EID number is to be find in your iPad under:
– Settings
– General
– Information

Note: Please do not forget to precise this EID number so that your request can be handled quickly.

BUYING UBIGI ESIM DATA PLANS

Once your Ubigi account created (steps for account creation here)

You can purchase data plans to top-up your account:

From the Ubigi application: you can download it from the Play Store.

From the website Ubigi.me: open a web page and go to Ubigi.me

Once connected with your login and password, go to the TOP-UP tab, select a data plan and follow the instructions to purchase it.

The Ubigi Selfcare, and the Ubigi website are always accessible free of charge, even when you have run out of data. You can recharge and check your balance at any time.

When you try to make a purchase, you can rectify your choice before doing the payment. If you already processed the payment and realized that you chose the wrong data plan, contact our customer service here immediately by enclosing the payment ticket you received for that « wrong » data plan.

Please note that if the data plan has been used (even partially), the change will not be possible.

In any other cases, the refund of Ubigi purchased data plans is not possible.

When you purchase a data plan, you automatically receive a confirmation email (on the email address mentioned on your Ubigi account) when the payment is accepted.

If you did not receive this email (check also the SPAM inbox), retry your purchase.

If you did receive this payment confirmation email but the recharge still does not appear on your account after 10min, please contact the customer service by filling in the form here and joint the payment confirmation email you received.

After purchase, you will receive a payment ticket from us (if you do not have it in your main inbox, please check the SPAM inbox too).

If you need an invoice containing VAT detail, or with your name/company name and address, fill in the form here to send your invoice request to our customer service.

MANAGING YOUR UBIGI ESIM ACCOUNT

When you install the Ubigi eSIM profile on your iPhone , you are invited to create your Ubigi account to finalize the installation process.

In case you have interrupted the installation process before creating the account, we advise you to retry to install your eSIM profile.

If you tried again the installation but do not see the “Activate my eSIM” button anymore on the Ubigi application, we invite you to contact our Customer service here and precise the EID* code of your iPhone in your request.

* Below you will find the path to locate your EID code:
– Settings
– General
– Information
Note: Please do not forget to precise this EID code so that your request can be handled quickly.

When you install the Ubigi eSIM profile on your iPad, you are invited to create your Ubigi account to finalize the installation process.

In case you have interrupted the installation process before creating the account, we advise you to retry to install your eSIM profile.

If you tried again the installation but do not see the “Activate my eSIM” button anymore on the Ubigi application, we invite you to contact our Customer service here and precise the EID* code of your iPad in your request.

* Below you will find the path to locate your EID code:
– Settings
– General
– Information

Note: Please do not forget to precise this EID code so that your request can be handled quickly.

Once your Ubigi eSIM profile installed, you have to create your account:

– from the Ubigi application: you can download it from the Google Play:

– from the website Ubigi.me: open a web page and go to Ubigi.me on your device

First, make sure that you are connected to the network with your Ubigi eSIM. Launch the application or go to Ubigi.me to get the account creation page:

Fill in the required fields and click “Create account”.

In order to create your account on your WINDOWS 10 device, please follow the instructions on the following link:
https://cellulardata.ubigi.com/windows/create-account/

Just log into your Selfcare account, your balance is updated in real time in your dashboard. The Selfcare is accessible even when you do not have any balance left.

In Windows 10

In Windows 10 you can also check it instantly by clicking on the network bar. The balance will be displayed

Cellular_Status

If you have forgotten your username or password, connect automatically to your app using the Ubigi network connectivity.
You will be automatically logged in and will be able to retrieve your username and password in the settings section.

If you do want to modify your password:
– Connect to your Ubigi account
– Go to the Setting tab:

– Enter a new password in the field « New password »
– Confirm it on the following field
– Click on the UPDATE button to register it

Your password is now modified.

To change your email contact on your Ubigi account:
– Connect to your account
– Go to the Settings tab:

– Change your email address on the field in red above
– Click on the UPDATE button

Your email address is now updated.

In order to delete your Ubigi personal account, just send your request to the customer service by filling in the form here .

You will then receive an email under 24 hours confirming that your account has been deleted.

FACING CONNECTION ISSUES

If this is your first connection, it might take a few minutes for the SIM to connect.
Make sure that your location is covered by our services here.

If nothing happens try the following troubleshooting:

  • Check that 3G and LTE are activated
  • Switch the device to “Airplane Mode”, then try activating “Cellular” again
  • Restart your device
  • Do a manual network search : Select your Ubigi profile in Network & Internet, then go to “Mobile Network” and touch “Search Networks”. The list of available networks will be displayed, and you select one of our local partners (see the list here)
  • For Windows 10 & Android only: Check that roaming is allowed

ASKING OTHER QUESTIONS ABOUT UBIGI ESIM SERVICE

Normally you should be able to connect without filling in the APN(Access Point Name), but in some cases you might have to enter it manually.

In Windows 10

To do so, go to Settings, > Networks & Internet, and select Mobile (or Cellular in some Windows versions).

Click on “Advanced Options”, then select “Add an APN”

In the APN field, just type “mbb”

mbb

In the APN type drop down list, select “Internet and Attach APN”

Click on Save

Switch to Airplane mode for a few seconds in the network bar, then activate cellular again:

In iOS (for iPad only)

Go to Settings, then Mobile Data

In “Data Plans”, select your Ubigi profile and turn it on if it is not yet the case

When the profile is on, go to “Mobile Data Network”

Then, just type “mbb” in the all 4 APN fields: Mobile Data, LTE setup, MMS and Personal Hotspot

adding the APN in iOS

In Android

In Mobile network, scroll to the bottom and select Access Point Names

Click on New APN

In the field APN, just type the 3 letters « mbb », then save

Now select the APN you just created

An ICCID is the reference used to identity your SIM. It consists in 18 digits, starting with “8988247” .
It can be found in the emails we sent you when you purchased a plan.

It can also be found in the original email we sent you with the eSIM QR code.
But if can always retrieve it in your device’s settings:

In iOS

Go to Settings > General, and scroll all the way down to the “ICCID” field. (Only active SIMs’ ICCID are displayed).

In Android

Go to Settings, then “About phone”, and tap “SIM Status”. The ICCID will then be displayed.

In Windows 10

To find your eSIM’s ICCID, go to “Settings”, then “Networks & Internet”:

Select “Cellular” in the left menu, then

click on “advanced options”:

The ICCID will appear at the bottom (SIM ICCID):

To obtain these codes, please contact our Customer Service.

Unfortunately, data plans cannot be refunded.

If your device is equipped with more than one SIM or eSIM, you must select the SIM containing Ubigi’s profile to be able to connect.

All our ICCIDs start with the following numbers: 8988247

In Windows 10

To proceed, go to “Settings” then “Networks & Internet”, and select “Cellular” in the left menu.
In the drop down list, select the right SIM. For Microsoft Surface Pro 5 LTE users, the eSIM with Cellular Data is SIM 2.

For iPhone XS and iPhone XS Max, click here for all details on how to use the eSIM.

In iOS

We have a special page that explains how to set up Ubigi on your iOS dual SIM device :

Click here

Depending on your device, the name of a local operator, or the numbers “901 37” might appear.
Some devices may also display the name of our old brand, “Cellular Data”, or of our company, Transatel.
As long as you are sure you are using our SIM, there is no problem!

Send your request to the customer service by filling in the form here.

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