Do WalletRoam credits expire?
Paid credits never expire! Enjoy them whenever you're ready. (Note: Free promotional or bonus credits may have an expiration date).
How do I prevent my account from turning dormant?
The simplest way to keep your account active is to ensure you perform at least one transaction every 24 months. This can be done either by topping up your balance or by using your existing WalletRoam Credit for services.
What is a Dormant Account?
A Dormant Account (sometimes referred to as an inactive account) is any account that has recorded no transaction activity (neither a top-up nor credit usage) for a continuous period of at least 24 months.
What happens if I accidentally use my home SIM data?
Charges from your home carrier may apply. Confirm WalletRoam is selected as the mobile data line before use.
Why is WalletRoam better that regular data plans?
WalletRoam eliminates the need for fixed-size data packages and destination-specific plans. Instead, you only pay for the exact data you consume, with a single balance that works seamlessly across 150+ countries.
Can I use WalletRoam with a locked phone?
Your phone must be carrier-unlocked to use WalletRoam eSIM data service.
Do I need an eSIM for WalletRoam?
Yes. WalletRoam data service uses an eSIM. Your phone must support eSIM and be carrier-unlocked.
How does WalletRoam PAYG work?
It's as simple as 1-2-3. First Top up WalletRoam Credits, install your eSIM, travel freely!
Does WalletRoam sell data plans?
No. WalletRoam does not sell local, regional, global, unlimited, or fixed data plans. WalletRoam uses PAYG wallet credits instead.
What is PAYG (Pay As You Go)?
It means zero wasted data. You load a cash balance onto your eSIM and pay only for the exact MBs or GBs you use, completely bypassing rigid, expiring data packages.
What is WalletRoam?
WalletRoam is a Pay As You Go (PAYG) mobile data service for travel. Users top up WalletRoam credits, install an eSIM, turn on PAYG, and use data at the live destination rate.
Can I reinstall my WalletRoam eSIM on a new phone?
Remove the eSIM from the old phone first, then reinstall it on the new eSIM-capable device. If the old phone is unavailable or the reinstall fails, contact support for help.
How do I change my eSIM label?
Most phones will allow you to store multiple eSIM profiles and switch between them as needed.
During eSIM installation, your device will automatically label your new eSIM. Afterwards, you can go to your device settings and change it.
We recommend picking a name that easily identifies the eSIM (e.g., WalletRoam eSIM or PAYG eSIM).
Follow these steps to change an eSIM label on your iOS or Android device.
iOS Devices
1. GO to Settings.
2. TAP Cellular or Mobile.
3. Under SIMs, TAP the eSIM you wish to edit.
4. TAP Cellular or Mobile Plan Label.
5. TAP the default eSIM label.
6. RENAME it in the Custom Label field.
Samsung Galaxy Devices
1. GO to Settings.
2. TAP Connections.
3. TAP SIM card Manager.
4. TAP the eSIM profile you wish to edit.
5. RENAME the eSIM.
6. TAP Done once you have renamed the eSIM.
Google Pixel Devices
1. GO to Settings.
2. TAP Network & Internet.
3. TAP SIMs and choose the preferred eSIM you wish to edit.
4. TAP the pencil symbol.
5. RENAME the eSIM (you can also change the label’s color).
6. TAP Save once you have renamed the eSIM.
Can I keep my regular SIM active?
Yes. On dual-SIM devices, you can usually keep your regular SIM active for calls and SMS while WalletRoam provides mobile data. Charges from your home carrier may still apply for calls, SMS, or mobile data on your regular SIM.
Will WalletRoam work if I already have another travel eSIM?
Yes, but make sure WalletRoam is selected as the active mobile data line when using PAYG.
Can I have WalletRoam and my home SIM active together?
Yes. On dual-SIM devices, you can normally keep your home SIM for calls/SMS while using WalletRoam for data.
Can I delete my WalletRoam eSIM?
Yes, but avoid deleting it unless necessary. Reinstallation may require assistance if the profile cannot be restored automatically.
Why can’t I install my eSIM?
Installation can fail if the device is not eSIM-compatible, carrier-locked, has reached eSIM limits, or already has the eSIM installed.
Can I have multiple eSIMs?
Many phones can store multiple eSIMs, but WalletRoam service normally uses the WalletRoam eSIM profile. Device limits vary by model.
How do I install my WalletRoam eSIM?
Use the eSIM installation link or QR/manual details from your WalletRoam account or email. Connect to Wi-Fi first, add the eSIM in cellular settings, then enable Data Roaming when you want to use data.
How do I check if my phone supports eSIM?
Dial *#06# on your phone. If you see an EID, the phone normally supports eSIM. You can also tell the assistant your device model for a compatibility check.
What if my phone does not support eSIM?
WalletRoam requires an eSIM-capable phone for eSIM service. Your WalletRoam credits stay in your account until you use an eSIM-capable, carrier-unlocked phone.
Why didn’t I receive the verification code?
Check spam or junk folders, confirm the email address, wait a few minutes, or request a new code.
Can I use WalletRoam on tablets or laptops?
Yes, if the device supports eSIM and mobile data connectivity.
Can I use WalletRoam on iPhone and Android?
Yes. WalletRoam works on compatible eSIM-capable and carrier-unlocked iPhone and Android devices.
Why is PAYG not enabled?
PAYG may not be enabled yet if your account still needs top-up, eSIM installation, or PAYG activation. The assistant can check your account status after login.
Should I turn on data roaming?
Yes. For WalletRoam mobile data, select the WalletRoam eSIM as the data line and enable Data Roaming for that eSIM.
Can I use VPN with WalletRoam?
Yes. VPN use depends on device compatibility and local network restrictions.
Why do some apps work but others do not?
Some apps may be restricted by local networks, VPN settings, or background permissions.
Why is my internet slow?
Speed depends on local network coverage, congestion, signal strength, device compatibility, and roaming partner performance.
My data is not working. What should I check?
Check that the WalletRoam eSIM is installed and enabled, WalletRoam is selected as the mobile data line, Data Roaming is on, PAYG is enabled, and your wallet has credits. Toggle Airplane Mode and restart if needed.
What APN should I use?
Most devices configure WalletRoam automatically. If Android asks for APN details, try APN wbdata and leave other fields blank or default.
My data is not working. What should I check?
Check that the WalletRoam eSIM is installed and enabled, WalletRoam is selected as the mobile data line, Data Roaming is on, PAYG is enabled, and your wallet has credits. Toggle Airplane Mode and restart if needed.
Can I manually select a network?
Yes. If Auto network selection is unstable, try manually selecting a supported local network in mobile settings.
What network will WalletRoam connect to?
WalletRoam connects to supported partner networks in each destination. Available networks can vary by country and signal quality. You will be automatically connected to the strongest network.
Can I see all WalletRoam rates?
WalletRoam destination availability and rates should be checked live. Kindly check this site to check for WalletRoam rates per destination: https://walletroam.com
Does WalletRoam work in Malaysia?
WalletRoam destination availability and rates should be checked live. Kindly check this site for covered countries: https://walletroam.com/collections/destinations
Does WalletRoam work in Japan?
WalletRoam destination availability and rates should be checked live. Kindly check this site for covered countries: https://walletroam.com/collections/destinations
How do I check a destination rate?
You can go to the app home page or thru this link to check the rates per destination: https://walletroam.com/pages/top-up-credits
Can I use hotspot or tethering?
Hotspot and tethering support depends on the device and local network. If available, WalletRoam data can normally be shared through your phone's hotspot feature.
Can I receive SMS on my regular number while using WalletRoam?
On a dual-SIM phone, you can usually keep your regular SIM active for calls or SMS while WalletRoam provides mobile data. Carrier charges may apply on your regular SIM.
Can I make phone calls with WalletRoam?
WalletRoam eSIM data service does not include a phone number, traditional voice calls, or SMS. You can use data apps such as WhatsApp, FaceTime, Telegram, or Zoom.
How do I know if I am connected?
Our WalletRoam AI assistant can check the latest WalletRoam connection status after you login. On your phone, also confirm the WalletRoam eSIM is selected for mobile data and Data Roaming is on.
How do I check wallet transactions?
Our WalletRoam AI assistant can list recent WalletRoam wallet transactions after you log in or you can go to the App > Account > Billing & Usage.
How do I check WalletRoam usage?
You can check real-time usage & balance through our WalletRoam AI assistant or you can go to App > Account > Billing & Usage.
I didn't receive an eSIM after topping up.
If you have a FlexiRoam eSIM installed, you will not be assigned with a new WalletRoam eSIM. For convenience, you can use your WalletRoam credit with the same eSIM. Otherwise, please contact WalletRoam support for assistance.
Can I set a spending limit?
WalletRoam usage stops automatically when your PAYG balance reaches zero. Additional spending-limit controls may depend on future features.
Why did my balance decrease quickly?
Background apps, cloud backups, app updates, hotspot usage, video streaming, and social media can consume data faster than expected.
How am I charged for data usage?
WalletRoam charges based on actual PAYG usage and the live destination rate per GB. Charges are deducted from your wallet balance automatically.
Will WalletRoam work across multiple countries?
Yes, if PAYG is supported in those destinations. WalletRoam charges according to the live rate of the country you are using data in.
Which countries are supported?
The assistant can list down supported countries.
How does global roaming work with WalletRoam?
One eSIM, one wallet, 150+ destinations. Just load your balance and travel freely without worrying about switching plans or losing unused data.
Can I use the same eSIM in multiple countries?
Yes! With WalletRoam, you only need one eSIM and one balance to freely travel across 150+ destinations. No multiple profiles, no wasted data, and no expiration worries.
Do I need a new eSIM for every destination?
No. A single WalletRoam eSIM and balance covers you in 150+ countries. Your data never goes to waste and won't expire between trips.
Can I pause PAYG?
Yes. You can disable PAYG when you do not want WalletRoam to use mobile data.
Can I share my WalletRoam credits with family or friends?
WalletRoam credits are maintained separately and are not interchangeable.
Will my data expire after my travel?
No. Unused credit stays in your account and automatically works at your next destination, so nothing goes to waste.
How do I top up WalletRoam credits?
Top up WalletRoam credits at https://walletroam.com/pages/top-up-credits. After purchase, check your email for a wallet top-up code and redeem it in your WalletRoam account.
Where is the WalletRoam top-up link?
The WalletRoam top-up page is https://walletroam.com/pages/top-up-credits.
Can I top up inside WhatsApp?
The assistant can share the top-up link and redeem a wallet top-up code after login. The purchase itself happens on the WalletRoam top-up page.
Can I get a refund for WalletRoam credits?
WalletRoam credits are non-refundable and non-transferrable. Any service issues must be reported to WalletRoam Support at walletroamsupport@flexiroam.com.
Do rates change when I move between countries?
Yes. WalletRoam uses live country-based rates, so charges can change depending on your destination.
How can I proceed with refunds?
WalletRoam credits are non-refundable and non-transferrable. Any service issues must be reported to WalletRoam Support at walletroamsupport@flexiroam.com.
What if my WalletRoam PAYG balance is zero?
Top up WalletRoam credits before using PAYG data. You can also check destination rates to estimate how much data your next top-up will provide.
Can I transfer WalletRoam credits to another account?
WalletRoam credits are non-transferable. Credits in existing an WalletRoam Wallet are maintained separately and are not interchangeable.
Will my WalletRoam balance disappear if I cannot install eSIM?
No. If your phone is not eSIM-capable, your WalletRoam balance stays in your account. Use an eSIM-capable phone or contact support for help.
Can I pay with WalletRoam credits for a data plan?
No. WalletRoam does not have data-plan checkout. WalletRoam credits are used directly for PAYG data usage.
How do I contact support?
The assistant can create a support handoff link when live help is needed. Describe the issue, device model, destination, and any error message.
Why can't I access my account?
You may be using a different email from the one on your WalletRoam account, or the verification code may have expired. Try the correct email and request a fresh code.
Will WalletRoam stop automatically when my balance runs out?
Yes. PAYG data usage stops when your usable WalletRoam balance reaches zero.
Do I get charged when mobile data is off?
No. WalletRoam only deducts credits when mobile data is actively used through the WalletRoam eSIM.
