MUZBLOX SUPPORT CENTRE
How can we help?
Whether you have a question before purchasing, need help installing your eSIM or require assistance while travelling, you’ll find the support you need here.
Browse our frequently asked questions below or open the Support section within the Muzblox app for personalised assistance.
muzblox
eSIM Support
Browse answers to common questions about compatibility, purchasing, installation and using your eSIM while travelling.
Before You Buy
What is an eSIM?
An eSIM is a digital SIM that allows you to connect to a mobile network without inserting a physical SIM card. Once purchased, your Muzblox eSIM can be installed directly onto a compatible, network-unlocked device.
Is my phone compatible?
Your device must support eSIM technology and be network unlocked. You can use the compatibility checker on our website before purchasing.
Can I keep my normal SIM card?
Yes. Most compatible smartphones support Dual SIM, allowing you to keep your existing SIM for calls and texts while using your Muzblox eSIM for mobile data.
Will WhatsApp still work?
Yes. Your WhatsApp account normally remains linked to your existing phone number.
Can I purchase before travelling?
Absolutely. We recommend purchasing and installing your eSIM before travelling while connected to Wi-Fi.
Do I need Wi-Fi to install my eSIM?
Yes. A stable internet connection is recommended during installation.
Buying a Plan
How do I purchase an eSIM?
Choose your destination, select a plan and complete your purchase securely through the Muzblox app.
When does my plan start?
Activation depends on the specific plan. Please check the plan details before purchasing.
Can I buy multiple plans?
Yes. You can purchase multiple plans for different countries or future trips.
What payment methods do you accept?
Available payment methods are shown securely during checkout.
How does the Muzblox Wallet work?
Top up your Wallet and use the balance to purchase eligible eSIM plans without entering your payment details every time.
Will I receive a receipt?
Yes. A confirmation email is sent after every successful purchase.
Installing Your eSIM
How do I install my eSIM?
Follow the installation guide provided within the Muzblox app after purchasing your plan.
Can I install it before I travel?
Yes. We recommend installing it before you leave while you have a reliable internet connection.
My QR code won't scan.
Ensure your internet connection is working, your camera is focused and the QR code hasn't already been used.
Can I install my eSIM twice?
Most eSIMs can only be installed once unless stated otherwise.
I accidentally deleted my eSIM.
Please contact support through the app. Depending on the provider, reinstalling may not be possible.
Using Your eSIM
How do I activate my eSIM?
Enable the Muzblox eSIM for mobile data and switch on Data Roaming when you arrive at your destination.
Can I make phone calls?
Most travel eSIMs provide mobile data only unless the plan specifically includes calls.
Can I use my phone as a hotspot?
This depends on your plan and network.
How do I check how much data I have left?
You can view your remaining allowance within the Muzblox app where supported.
Can I buy another plan?
Yes. Simply purchase another compatible plan through the app.
Troubleshooting
My eSIM has no signal.
Check that:
> your eSIM is enabled,
> Data Roaming is turned on,
> you're within a supported coverage area.
My mobile data isn't working.
Restart your phone and ensure the Muzblox eSIM is selected for mobile data.
My connection is slow.
Speeds vary depending on network coverage and local congestion.
I've changed phones.
Please contact support before moving your eSIM to another device.
How do I contact support?
Use MI (Muzblox Intelligence) or submit a support ticket through the app. You can also email support@muzblox.com.
Wallet & Refunds
Can I get a refund?
Refunds may be available within 30 days if the eSIM is faulty or no data has been used. Please see our Refund Policy.
Can I refund my Wallet balance?
Unused Wallet top-ups can be refunded within 14 days. After 14 days, your balance remains available to spend but cannot be refunded.
Do Wallet funds expire?
No. Your Wallet balance remains available for future eligible purchases.
How do I request a refund?
Contact support through the app or email support@muzblox.com with your order details.