need a hand?
we've got you.

need help getting connected, earning data or using your eSIM? start with the answers below.
installing your eSIM? follow our guide

ask us anything.

getting started

your phone needs to support eSIM and be carrier-unlocked. dial *#06# and look for an EID number as a useful first check. compatibility can vary by model and regional version, so check your exact phone before getting a plan. your mobile provider can confirm whether it is unlocked.
you can earn points without a credit card. paid data packs and any paid activation option require payment. the app shows the options available in your country.
download the app, sign in and choose your first data pack. follow the steps to get and install your eSIM, turn it on, select CieloCell for mobile data and enable Data Roaming. need a hand? follow our installation guide.
follow our installation guide and use the installation button, QR code or manual details provided for your eSIM. use an internet connection during setup, and install it on the phone you want to use. once installed, turn it on, select CieloCell for mobile data and enable Data Roaming.
try the QR code or manual installation details in your installation email. follow our installation guide for help. if you can't find the email or still can't install your eSIM, contact support before deleting anything.

earning and getting data

yes. earn points and exchange them for eligible data packs. getting started depends on your country: you may be able to watch ads, or there may be a one-off activation payment. the app shows your options before you continue.

watch ads or complete tasks to earn points, then exchange them for eligible data packs. the ads and tasks available to you are shown in the app.* you can also buy a pack whenever you need more data.

*earning options and their availability can vary by country and over time. check the app for what is currently available to you.

yes. free and paid data use the same available network speeds. we don't cap your speed because your data is free. actual speeds depend on coverage, your phone and network conditions.
each pack includes a set amount of data. when you need more, earn points for another eligible pack or buy one in the app. earning limits and availability may vary.
buying a pack gives you more data without spending time earning points. choose the pack that suits you and get back to what you were doing.
ad availability can vary by country and over time. check your internet connection and try again later. if you need data now, you can buy a pack in the app. contact support if the problem keeps happening.
options marked “coming soon” haven't launched yet. that message doesn't mean your account is restricted. check the app for the earning options currently available to you.
each eligible pack shows its points cost in the app. the amount of data you can get depends on the pack and country, so check the current options before redeeming your points.
check your points balance again. if you've completed an activity and the reward is still missing, contact support with the activity details and when you completed it so we can check.

using your eSIM

yes. use it for everyday data, as a backup connection or when travelling. just choose a pack that covers the country where you need data.
CieloCell connects through partner mobile networks. check that your pack covers the country where you need data. coverage and speeds depend on your location, phone and local network conditions. free earning options and paid packs can differ by country; the app shows what's available.
the app uses your current region to show available data options. before getting a pack, check that its country or region matches where you want to use it. available packs and earning options can vary by country.
yes. your regular SIM and phone number can stay active while CieloCell provides mobile data. you can keep using your existing WhatsApp account too. calls and SMS through your regular SIM remain subject to your provider's charges.
CieloCell provides mobile data only. it doesn't include a phone number, ordinary calls or SMS. internet calling and messaging apps, such as WhatsApp, work using your data.
no. new packs use your existing CieloCell eSIM on the same phone. choose a pack that covers the country where you need data; you don't need to reinstall your eSIM for each pack.
get another eligible pack using points, or purchase one in the app. there isn't an extra low-speed allowance after your pack runs out. your existing eSIM stays on your phone, ready for another pack.
yes. you can share your CieloCell data through your phone's hotspot feature. shared usage comes out of your pack's data allowance.
an existing CieloCell eSIM can't move to another phone, even if you delete it. contact support before switching phones. we can help arrange a replacement while keeping your existing account and points.
it can only be reinstalled on the phone where it was first installed. deleting it doesn't make it transferable to another device. contact support if you need help reinstalling it.
each phone needs its own CieloCell account and eSIM. if you're replacing your phone and want to keep your existing account, contact support first.
each pack has its own validity period. check the details and expiry date shown in the app. unused data expires when the pack expires.

connection help

start with these checks:

  1. you have an active pack that covers your current country.
  2. your pack has data remaining and hasn't expired.
  3. your CieloCell eSIM is turned on.
  4. CieloCell is selected for mobile data.
  5. Data Roaming is on for your CieloCell eSIM.

follow our installation guide to check your setup. if you still can't connect, contact support with your phone model, country and a screenshot of the error or relevant settings. don't delete your eSIM to troubleshoot the connection.

your CieloCell eSIM needs Data Roaming switched on to connect through our partner networks. select CieloCell for mobile data and keep data roaming off on your regular SIM when you don't want to use your provider's roaming service.

iPhone
  1. open Settings → Cellular or Mobile Data.
  2. select your CieloCell eSIM and turn on Data Roaming.
  3. go back to Cellular Data or Mobile Data and select CieloCell.
Android
  1. open Settings → Network & Internet or Connections.
  2. open SIMs, SIM Manager or Mobile Networks and select your CieloCell eSIM.
  3. enable the eSIM and Data Roaming, and select CieloCell for mobile data.

menus vary by phone and software version. follow our installation guide for help with your setup.

your eSIM can be installed correctly but switched off in your phone settings. turn it on and select CieloCell for mobile data. don't delete it to fix this.

iPhone

open Settings → Cellular or Mobile Data → your CieloCell eSIM → Turn On This Line. then select CieloCell for Cellular Data or Mobile Data and enable Data Roaming.

Android

open Settings → Network & Internet, Connections or SIM Manager. select your CieloCell eSIM, enable it, select it for mobile data and turn on Data Roaming. menus vary by phone.

need a hand? follow our installation guide.

select CieloCell for mobile data, keep data roaming off on your regular SIM and turn off automatic mobile data switching where your phone offers it. calls and SMS through your regular SIM can still incur your provider's charges. check with your provider, or switch that SIM off if you want to avoid using it while abroad.
your balance normally refreshes about every minute. pull down in the app to refresh it. a short reporting delay can happen between using data and seeing the updated balance.

your account and payments

use “Continue with Apple” or “Continue with Google”. separate email-and-password registration is coming soon.
email support@cielocell.com with your purchase details and account email. our support team will check your purchase and explain the refund options that apply.
or email support@cielocell.com. include your account email, phone model, country and a short description of the problem. screenshots can help, but keep your eSIM QR code, activation details and passwords private.
still stuck? just ask.
support@cielocell.com →