Israel eSIM Support: Real Customer Questions

Troubleshooting

Why am I getting "eSIM Not Supported" error?

This usually means one of two things: (1) Your QR code was already scanned once — each QR is single-use and expires after the first scan, even if installation failed. Contact us at support@sabraconnect.com with your order number for a fresh code. (2) Your phone is carrier-locked — check Settings → General → About → Carrier Lock. If it shows AT&T, Verizon, T-Mobile, etc., you need to unlock it with your home carrier first. Once unlocked or with a fresh QR, installation works.

I installed the eSIM but have no internet after landing in Israel. What do I do?

If you're in Israel and have no data: (1) Turn ON Data Roaming for the line showing your Israeli number (+972…) — this is the most common fix, (2) Set that line as your default data line in Settings → Cellular, (3) Turn Airplane Mode ON for 30 seconds, then OFF, (4) Manually select "Pelephone" as the network (Settings → Cellular → Network Selection → Manual), (5) Restart your phone and wait 5 minutes. If it still doesn't work, email support@sabraconnect.com with your device model and order number.

I'm in Israel but my eSIM isn't connecting. What should I check?

First, restart your phone: power it fully off, wait 30 seconds, turn it back on and wait 1–2 minutes — this fixes most cases. Still nothing? Run through this checklist: (1) Are you currently in Israel? (2) In Settings → Cellular, do you see a line showing your Israeli number (+972…)? It won't be called "SabraConnect" — it shows whatever label it got at install (e.g. "Secondary" or "Travel"). (3) Is Data Roaming turned ON for that line? (4) What activation date did you choose at checkout — has it passed? (5) Try airplane mode ON for 30 seconds, then OFF. (6) Manually select 'Pelephone' network: Settings → Cellular → Network Selection → turn off Automatic → select Pelephone (MCC 425, MNC 01). If still no connection, contact support with your phone model and order number.

I can't find my order. I didn't receive the QR code email.

Check these common issues: (1) Typo in your email address at checkout — double-check the address you entered. (2) Different email than you think — check all your email accounts. (3) Spam/junk folder — search for 'SabraConnect' or 'eSIM'. (4) Check your payment confirmation email for an order number, then contact support@sabraconnect.com with that order number. We can resend your QR code to the correct email or issue a fresh one if needed.

I have two eSIMs on my Pixel. One works, but the other can't make calls or use data. Why?

Some phones (especially certain Pixel models) have issues when two eSIMs are active simultaneously. One line may receive calls but can't place calls or use data. Troubleshooting steps: (1) Check which line is set as default for mobile data in Settings → Network & Internet → SIMs. (2) Toggle Data Roaming ON for the line showing your Israeli number (+972…). (3) Disable the other eSIM temporarily to test. (4) Try removing and re-adding the non-working eSIM. If the issue persists, contact support — this may require escalation to carrier provisioning.

What's the standard fix when my eSIM won't connect in Israel?

The most reliable fix: (1) Turn Airplane Mode ON and wait 30 seconds. (2) Turn Airplane Mode OFF. (3) Go to Settings → Cellular → Network Selection → turn off 'Automatic'. (4) Manually select 'Pelephone' (it shows as MCC 425, MNC 01 on some phones). (5) Wait 1-2 minutes for the network to register. (6) If still no connection, restart your phone and repeat. This forces your phone to register on the Pelephone network instead of trying other carriers.

Is WhatsApp support faster than email?

Yes — WhatsApp is our fastest support channel. Message us at 050-3333319: our WhatsApp assistant answers right away, day or night, and a person from our team follows up within 24 hours when needed. Email support@sabraconnect.com works too, but response times are typically longer. For urgent issues while you're already in Israel or at the airport, WhatsApp is the best option.

My activation date is today, but I still don't have service. What's wrong?

Your plan activates at midnight Israel time on the date you selected. If it's past midnight and you still have no service: (1) Restart your phone — power off, wait 30 seconds, power on. This fixes most cases. (2) Make sure you're physically in Israel — the eSIM won't connect until you're in the country. (3) Check that Data Roaming is ON for the line showing your Israeli number (+972…). (4) Manually select 'Pelephone' network: Settings → Cellular → Network Selection → turn off Automatic → select Pelephone. (5) Try airplane mode ON for 30 seconds, then OFF. It can take a few minutes for the network to register after landing. If still no service after 10 minutes, contact support.

The QR code won't scan. What should I do?

Try these steps: (1) Move to better lighting and clean your camera lens, (2) Make the QR bigger on your screen (zoom in on the email), (3) Try a different WiFi network, (4) Use manual entry — your email includes a manual activation code below the QR. If none of that works, the QR may have been used already (single-use only). Email support@sabraconnect.com with a screenshot and your order number for a fresh code.

Compatibility

I have an iPhone 14, but "Add eSIM" option is missing. Why?

ALL iPhones sold in mainland China (from XS through iPhone 17) have no eSIM hardware — they use dual physical nano-SIM only. Check Settings → Cellular: if you don't see "Add eSIM" or "Add Cellular Plan", your device has no eSIM hardware and cannot use any eSIM service. US iPhone 14 and later have NO physical SIM tray (eSIM only). For China models, you'll need a physical SIM card from Partner, HOT Mobile, or Cellcom at Ben Gurion Airport (typically much more expensive).

My phone is carrier-locked. How do I unlock it?

Check Settings → General → About → Carrier Lock. If it shows AT&T, Verizon, T-Mobile, etc., your phone is locked to that carrier. Contact your home carrier and request an unlock — if your device is paid off or your contract is complete, they must unlock it for free (usually within 24–48 hours). Once unlocked, retry the SabraConnect eSIM installation. An unlocked phone shows "No SIM restrictions" in Carrier Lock.

Can I get a physical SIM card instead of eSIM?

If your phone doesn't support eSIM (e.g., China iPhone models or older Android), you can buy a physical tourist SIM in Israel from Partner, HOT Mobile, or Cellcom at Ben Gurion Airport, though it is typically much more expensive. Important: US iPhone 14 and later have NO physical SIM tray and cannot use a physical SIM at all — they are eSIM-only. If your phone supports eSIM, SabraConnect is usually the easiest and cheapest option (no airport queue).

Plans & Activation

When does my plan start? I bought today but don't travel for 2 weeks.

Your plan does NOT start when you buy it. You choose your activation date at checkout. The 30-day validity begins at midnight Israel time on that date. Pick the day you land in Israel, not the day you fly out (on an overnight flight, choose the landing date). Example: you choose Oct 22 → plan is valid from Oct 22 00:00 to Nov 21 00:00. You can buy now and schedule activation for your arrival date — you won't lose any days. Connection is instant when you land at Ben Gurion Airport.

What are the plans and how much do they cost?

We offer two plans, both with a real Israeli +972 local number: $25 for 30 days with 350GB 4G/5G data, 3,000 minutes of local calls within Israel and 1,500 SMS; or $20 for 14 days with 50GB, 50 minutes and 50 SMS. Free data in WhatsApp, Google Maps, Waze, Instagram, Facebook, and Tripadvisor (all use of these apps doesn't count toward your data). If you already have a SabraConnect SIM/eSIM and need to recharge, the 30-day Top-Up is $24 for the same package and the 14-day Top-Up is $20. No subscriptions, no auto-renewals, no hidden fees — one-time prepaid only.

Is 350GB enough data? How much do most travelers use?

350GB is huge — for most trips it feels unlimited. It covers: 200+ hours of HD video streaming, 1,400+ hours of music, thousands of map/navigation sessions, and daily video calls. Most travelers use only 5–20GB in 2–4 weeks. Plus, WhatsApp, Google Maps, Waze, Instagram, Facebook, and Tripadvisor don't count toward your 350GB: all use of those apps is free. If you ever need more, you can add a $24 Top-Up.

During Trip

Will WhatsApp switch to my Israeli number? I want to keep my home number for WhatsApp.

Your WhatsApp stays linked to your original home number. The SabraConnect eSIM adds a second line (dual-SIM), but WhatsApp, iMessage, and FaceTime continue using your home number — they use data, not the carrier voice line. You do NOT need to change your WhatsApp number. Both lines run simultaneously: your home number for WhatsApp/incoming calls, and the Israeli number for cheap local calls within Israel (3,000 minutes included).

Gett and Wolt ask for an Israeli +972 number. Do I have one?

Yes! Your SabraConnect eSIM includes an Israeli +972 local number (it's the second line on your dual-SIM phone). Use that number for ride-hailing apps like Gett, Wolt, and food delivery. Find your Israeli number in Settings → Cellular → select the line labelled with your Israeli number → Phone Number. Your home number stays for WhatsApp, and the +972 number is for local services.

Can I use my phone as a hotspot to share data with my laptop or family?

Yes, hotspot/tethering is fully supported. Turn on Personal Hotspot in your phone's settings, and your laptop, tablet, or family members' devices can connect via WiFi. Your 350GB data allowance applies to hotspot usage too — more than enough for multiple devices. Hotspot speed depends on the 4G/5G network coverage where you are.

Will my American/home number still work in Israel?

Yes, your home number stays active on the home SIM for WhatsApp, FaceTime, and iMessage (these use data, not carrier voice). Regular cellular calls TO your home number work if your home carrier has roaming enabled in Israel — some carriers charge per-minute for incoming calls while abroad, some include it. If you USE your home carrier's data or make outgoing calls on that line, you may trigger $10/day international roaming fees. The SabraConnect eSIM avoids those fees by providing local Israeli data on a second line. Both lines run simultaneously (dual-SIM).

What happens when I land at Ben Gurion Airport? Do I need to do anything?

Just two settings. Your plan activates automatically at midnight Israel time on your selected activation date. When you land at Ben Gurion, turn off Airplane Mode, select the line showing your Israeli number (+972…) for mobile data and turn on data roaming for that line. No service after a few minutes? Restart your phone. You should be connected in the terminal. No tapping "Activate" and no calling a number.

Setup & Compatibility

Can I keep my home SIM card in and avoid roaming charges?

Yes — recommended setup: keep your home SIM active for incoming calls/WhatsApp/iMessage, turn OFF data roaming on your home SIM, and use the SabraConnect eSIM as your default data line. This way you stay reachable on your normal number, but all data goes through the local Israeli plan with no surprise roaming bills. Your phone runs both lines simultaneously (dual-SIM).

Refunds & Billing

I haven't used my eSIM yet. Can I get a refund?

Yes. Full refund within 30 days of purchase, as long as the eSIM has not been activated. Email support@sabraconnect.com with your order number within those 30 days and we'll process a full refund. SabraConnect is prepaid with NO subscriptions or auto-renewals — you're only charged once, and if you haven't activated it, you can get your money back within 30 days of purchase.

My flight was cancelled. Can I get a refund?

Yes. Full refund within 30 days of purchase, as long as the eSIM has not been activated. Email support@sabraconnect.com with your order number within those 30 days and we'll process a full refund. Once an eSIM is activated, the service is considered used and refunds are no longer possible.

Will I be charged again? Is this a subscription?

No! SabraConnect has NO subscriptions, recurring memberships, or auto-renewals. All plans are 100% one-time prepaid. You will NEVER be charged automatically. When your plan's validity (14 or 30 days) ends, the service simply stops. If you need more, you manually purchase a Top-Up. There are no contracts and no surprise bills. If you haven't activated your eSIM and want a refund, email support@sabraconnect.com with your order number within 30 days of purchase.