# Help center: install, top up, refunds

Answers about installing your travel eSIM, data that doesn't connect, top-ups, refunds and payments, with an assistant that answers at any hour.

[Home](https://veela.io/)Help

# Veela help center

How can we help?

Most answers are below. The assistant answers at any hour in your language, and a person takes over when it can't solve something.
Ask the assistant[Report a problem with an order](https://veela.io/start/?intent=support)

- [Before you buy](#before)
- [Installing](#install)
- [At your destination](#abroad)
- [Orders, top-ups and refunds](#account)

## Before you buy

**What is a travel eSIM?**

A mobile data plan you download to the eSIM built into your phone, instead of inserting a plastic SIM card. You keep your usual SIM for calls and texts.
**How do I know my phone works?**

Dial *#06#: an EID number means your phone has an eSIM. It must also be unlocked. See the [compatibility checker](https://veela.io/compatibility/).
**How much data do I need?**

Maps, messages and ride apps use about 0.3 to 0.5 GB a day; social media and photos about 1 GB; video calls about 0.5 GB an hour. The [plan finder](https://veela.io/start/) works it out for your trip.
**Do I get a phone number?**

No. Plans are data only. Call and message through apps; your usual SIM keeps your number for texts.
## Installing

**When should I install it?**

Before you leave, at home on Wi-Fi. The plan starts only when it first connects at your destination.
**Can I install it on two phones?**

No. An eSIM installs on one phone, usually only once. Buy one per traveller.
**I deleted the eSIM by mistake.**

Most eSIMs can't be reinstalled once deleted. Contact us with your order number: we'll check with the network what can be done.
**The QR code won't scan.**

Use the activation code instead: on your order page, copy the SM-DP+ address and activation code into the manual entry screen.
## At your destination

**I have no data after landing.**

Turn on Data Roaming for the Veela line, select it for mobile data, toggle airplane mode, then restart. The [install guide](https://veela.io/how-it-works/) has the full checklist.
**Data is slow.**

Move to an open area, toggle airplane mode, and check whether you've used your daily high-speed allowance on an unlimited plan. Tell the assistant your location if it persists.
**Can I use hotspot?**

Yes, on most plans. Connected devices share your data allowance.
## Orders, top-ups and refunds

**How do I top up?**

Sign in to your account, open the eSIM and choose Top up. The data is added to the same eSIM.
**What's the refund rule?**

Full refund if the eSIM wasn't installed, within 30 days of purchase; or if it was installed but never connects at your destination and we can't fix it. See the [refund policy](https://veela.io/refunds/).
**Where's my receipt?**

It's emailed after payment and available in your account.
**Which payment methods do you take?**

Cards, Apple Pay and Google Pay through Stripe. In Vietnam, VietQR bank transfer too.

Prefer email? Write to [contact@veela.io](mailto:contact@veela.io).