Help
How can we help?
Install before you fly, track your order, and get answers about coverage and refunds. Still stuck? Contact support.
Getting started
- Account and checkoutYou can browse plans without an account, but checkout requires a signed-in PuffinFi account.
- How PuffinFi worksPick a destination plan, check out while signed in, wait while we prepare your eSIM, then install from your account or email.
- What is a travel eSIM?A digital SIM you install on your phone so you can use data abroad without swapping a physical SIM.
Install
- Install on AndroidDownload your PuffinFi eSIM on Android from Settings → Network & internet → SIMs using the QR code.
- Install on iPhoneAdd your PuffinFi eSIM on iPhone with Settings → Cellular → Add eSIM → Use QR Code.
- Install on Wi‑Fi before you flyAfter checkout we show a QR in the PuffinFi app and email—install on Wi‑Fi before you fly, then turn on data when you arrive.
- When does my eSIM start?Most travel plans activate when the eSIM first connects on a network in the destination—not necessarily at purchase.
- Where to find your QR and activation codeInstall materials appear in Account → My eSIMs and in your PuffinFi install email once the eSIM is ready.
Orders & refunds
- Payment failed or cancelledLeaving or failing Stripe Checkout cancels the unpaid order—you can start checkout again anytime while signed in.
- RefundsIf we cannot deliver your eSIM after payment, we issue an automatic refund that usually appears in 5–10 business days.
- What your order status meansAfter payment we confirm the charge, prepare your eSIM, then show ready-to-install—or issue a refund if we cannot deliver.
Plans & coverage
Account
Troubleshooting
- Can’t connect after installAfter install, enable the travel line and data roaming, pick the eSIM for mobile data, and retry in coverage—then contact support if it still fails.
- Is my phone compatible?You need an eSIM-capable, unlocked phone—check your device settings or manufacturer list before buying.