Frequently asked questions

If you come from another EU or EEA country, your home plan works in Austria too, for a while. EU roaming is built for travelling, not for moving. If you use your plan mostly abroad for about four months, your provider may check this, give you 14 days' notice and then add a surcharge. The EU caps it, but it isn't zero.

If you come from outside the EU, for example from Turkey, Serbia, the UK, China, India or the United States, EU roaming never applied to you.

More in our guide "Where does EU roaming end?".

Often, yes. The search "Where to?" in the shop also finds plans for countries that aren't in the list, also by city or destination. If yours isn't there either, write to us via the contact form.

Three steps: pick a data plan, pay online by card, Apple Pay, Google Pay, PayPal or EPS – and your eSIM arrives by email right away, together with step-by-step installation instructions. You'll see exactly which options are available to you in the payment window. No app, no account needed: enter your email address, pay, done.

Right after payment you'll receive a confirmation that your payment went through. The eSIM itself follows automatically in a second email with your activation code and instructions, usually straight afterwards. Here's what the email looks like. If nothing has arrived after 15 minutes, something is wrong: check your spam folder first, then reach out via our contact form and we'll sort it out.

You can pay with common credit and debit cards, Apple Pay, Google Pay, PayPal or EPS – the Austrian online-banking transfer. You'll see exactly which options are available to you in the payment window. You enter your payment details directly in the payment window; we never see or store them.

There are no surcharges for any payment method – the price in the shop is the price you pay.

No. If the payment doesn't go through, nothing is charged and no order is created that you'd have to pay for. Just try again. If you do see a charge that didn't result in an eSIM, contact us via the contact form – we'll clear it up with you directly.

First, take a breath: in rare cases delivery can take a few minutes. Check your spam folder and whether you might have mistyped your email address when ordering. If neither helps, write to us via the contact form – ideally from (or mentioning) the email address you used for the purchase. We'll find your order and resend your eSIM.

Yes — and there are two different cases. First things first: when you buy, you expressly request that we start providing your eSIM immediately. Your statutory right of withdrawal lapses once we have fully provided the service. Your statutory warranty rights are not affected by this.

• You have not installed the eSIM yet. Then you get the full amount back. We promise you this voluntarily, in addition to your statutory rights. Contact us via the contact form — we check that the profile is untouched and refund you.
• The eSIM never worked for you. That is not a goodwill case but a defect, and you have statutory warranty rights for it. We will first send you a new eSIM; if that one does not work either, you get the full amount back. Please get in touch soon — the sooner you do, the easier it is to work out what happened.

Within 14 days of your purchase you can withdraw from the contract, even if you have already used the eSIM — as long as the data volume is not used up and the validity has not expired. You then get your money back, minus the share for the data you have already used. How to do this is explained in the withdrawal information.

Once the data volume is used up or the validity has expired, we can no longer take the plan back. And if you only notice after the 14 days that you picked the wrong country or too little data: write to us anyway. There is no right to this then, but we look at every case. If the data isn't enough, you can top up the eSIM.

Yes. Sharing the connection – your phone calls it "personal hotspot" or "tethering" – is not blocked on our eSIMs. Whether it works is then up to your device.

If the switch is greyed out or missing entirely, check one setting first: data roaming has to be on for the eSIM. A travel eSIM always works in roaming – with data roaming off, the iPhone hides the personal hotspot. It looks like a fault, but it isn't one.

On iPhone: Settings → Mobile Data / Cellular → tap the Studisim eSIM → turn on Data Roaming. The hotspot is then available again.

On Android you'll find data roaming in the SIM settings for the Studisim eSIM; where exactly depends on the manufacturer – the paths are in our installation guide.

Because we don't run a mobile network of our own, the eSIM profile carries a different name from ours. It says nothing about which network you are on: abroad, your eSIM uses the local network. It changes nothing about your purchase, your data or how long your plan runs.

Where your phone displays that name differs from device to device. The label you see day to day is yours to choose: your phone asks for it during setup, and you can change it any time – on iPhone under Settings → Mobile Data / Cellular → the line → Mobile Plan Label / Cellular Plan Label.

In your account or through the link to your order, you can see how much data is left and how long the eSIM is still valid. Your phone keeps its own count and shows it straight away: on iPhone under Settings → Mobile Data / Cellular for your eSIM, on Android in the data usage settings. We also email you when 80 % of your data has been used and when it is almost used up – with a short delay, because we don't receive the figure in real time.

Yes. You can top up the same eSIM in your account or through the link to your order. The data and days are added to what is left. There is nothing to install again. Once the eSIM has expired, topping up is no longer possible and you need a new one.

Yes, with your existing number. The eSIM only provides the internet connection. If your iPhone asks during setup which line to use for iMessage and FaceTime, you choose your existing number. The number your phone shows for the eSIM is a technical number and can't be used for calls, texts or messengers.

Anyone who creates a Studisim account with a university email address (e.g. an address from your uni). The system recognises the address automatically – nothing to upload, nothing to prove. The discount is then applied automatically to every purchase while you're logged in; you'll see the current rate right next to the price in the shop.

Whether your university is recognised, you can see before you buy: check your student discount.

Right now, recognition works exclusively through the university address – without it, we unfortunately can't verify student status automatically. Contact us via the contact form and we'll look at your case.

Exactly one discount applies per order. You cannot use the code and the student discount together. You automatically get whichever saves you more. If both are the same, the student discount applies and your code stays valid. Credit on your account is separate: it comes off whatever is left to pay.

The most common reasons, no drama: the code has expired, or it was limited to a certain number of redemptions that's already been reached. There's a typo (codes only contain letters and numbers). If you're sure none of this applies, contact us via the contact form.

Yes – for certain occasions (e.g. the start of the semester) there are limited-time promo codes. There's no fixed channel for announcing them yet – your best bet is to check the shop around those times.

No – you can buy without an account, using just your email address. In your account you see your eSIMs with the data and days left, can top them up and find your receipts. The student discount is only available with an account.

You enter your email address and get a sign-in link. It is valid for 15 minutes and works once.

Send us an email at datenschutz@studisim.at and we'll delete your account in full. Important: any unspent credit on your account is forfeited irrevocably. Only the bare order records (what was bought and when) must be kept for seven years for tax reasons. After deletion they're no longer linked to any account.

In short: as little as possible. We store what's needed for your purchase and your account – nothing more. We never see your card details (those stay with our payment provider), our website runs without ad tracking, and our visitor statistics run anonymously on our own servers instead of at an ad corporation. All the details are in our privacy policy.

Our servers and our database are in the EU. For payments, sending our emails and spam protection on our forms, we work with service providers that also process data outside the EU. Which providers these are, what data they receive and how it is protected is set out in our privacy policy.

Because we don't set anything we'd have to ask you about. A website needs a banner when it stores things that aren't necessary to run it – advertising and recognition above all. We haven't built any of that in.

Our visitor counter works without cookies and runs on our own servers in the EU. It counts page views; it doesn't recognise you.

There are exceptions, and they need no consent because the site can't do its job without them – keeping you signed in, for instance. Which ones they are is set out in our privacy policy.

Our contact form – briefly describe your issue and include the email address you used for your purchase. Your message reaches us immediately and we confirm that right on the page; if you have a Studisim account, you'll also get the confirmation by email. We'll get back to you once we've looked into your case.

We build it to WCAG 2.2, level AA – the international standard for accessible websites. Keyboard operation, a visible focus and sufficient contrast are part of finishing a page for us, not an extra afterwards.

We don't hold a certificate for it.

If you hit something that doesn't work for you, write to us via the contact form – tell us your device, browser and assistive technology. We'll look into it and get back to you. That's the fastest way this site gets better.

And if you need a document from us in a different format, just ask.