Support
We're here to help.
Stuck with an eSIM, a charge, or a missing QR code? We can help. Most questions are answered below — if not, drop us a message and a human will reply.
Get in touch
Email us any time at support@flylo.app. We aim to reply within one business day (UK time). If your issue is urgent and you are already travelling, mention your destination country and order ID in the subject line so we can prioritise.
Frequently asked questions
Will a Flylo eSIM work on my phone?
Your phone needs to (a) support eSIM and (b) be unlocked from your home carrier. Most iPhones from the XS onward, recent Google Pixel models, and Samsung Galaxy S20 and later support eSIM. If you are not sure, check your device settings for an "Add eSIM" or "Add cellular plan" option, or contact your carrier to confirm it is unlocked.
I can't install the QR code — what now?
Make sure you are connected to Wi-Fi, then scan the QR code from your confirmation email using another device's screen. If the camera cannot read it, iPhone and Android both let you enter the activation details manually — those are included in the same email. If it still fails, forward the email to support@flylo.app and we will re-issue the eSIM.
I arrived at my destination and have no signal.
Check three things: (1) the eSIM is installed and turned on in your phone's cellular settings, (2) data roaming is enabled for the Flylo line, and (3) your bundle's start date has already begun. If all three look correct and you still have no signal after 15 minutes, email us with your order ID and we will investigate with the upstream network.
Can I get a refund?
Once your eSIM QR code has been sent, we cannot refund it unless the eSIM is defective or does not work as described. If you think yours is defective, contact us within 14 days of delivery with your order ID and a short description of the problem.
I see a duplicate charge on my card.
Sometimes a failed payment shows as pending and is released by your bank within a few days. If you see two successful charges for the same order, email us with the order ID and the last 4 digits of the card used, and we will refund the duplicate.
Send us a message
Fill in the form and we'll open your email app with a pre-filled message — you still need to press send.