⁉️FAQ

What's included?

• Genuine Orange Spain eSIM and Plan

• 100GB/60GB High Speed Data in Spain; Unlimited 128Kbps Data

• 22GB/30GB High Speed Roaming Data; Unlimited 128Kbps Data

• Calls & Texts: 50mins calls within the EU (22GB Option) or 100 mins calls within the EU (30GB Option), No SMS included

• Hotspot/Tethering allowed

• Spanish Phone Number

What do I need to do before I depart?

Before you depart, please make sure you have:

Step 1. Checked your device's eSIM compatibility Note: To check if your device supports eSIM, please dial *#06#. If a 32-digit EID number appears on your screen, your device supports eSIM.

Step 2. Checked your device is unlocked

Step 3. Registered your Arrival Date via our website here.

How do I register my Arrival Date?

To register your Arrival Date, please visit our website here. Once you have completed this, please allow up to 24 hours.

What if I'm not sure about my Arrival Date?

If you're not sure when you'll be traveling, you can register your dates later. It's best to do this at least three days before you travel to ensure a smooth activation process.

What if my Arrival Date changes?

Your Orange Spain QR code is generated between 07:00 and 00:00 UTC+2/CET (Central European Time) on your provided Arrival Date. Should you wish to change your Activation Date after your request has been processed, please contact us at least 3 days prior to your current date, so we can change the commencement date of your service. Please note we cannot change the time of activation, only the date. Please email us at [email protected] for further assistance.

How do I find my Order Number?

Depending on the Marketplace you purchased from, there will be a different order number type. You can generally find this via the Confirmation Email, or by signing into your eBay or Amazon account and clicking into your order.

Please see below for an example for each Marketplace:

• eBay: 12-34567-89123

• Global Starlink: #INV1234GS

• Amazon: 503-1234567-1234567

Note: If you have purchased multiple eSIMs, please use the same order number for each eSIM purchased.

How do I activate this eSIM?

To Activate your eSIM, please use the following step:

Step 1. Go to device settings and scan the QR code to install your QR code

iOS Settings > Mobile > under SIMs, select add eSIM > scan the QR code or enter the activation code manually Android Settings > Connections > SIM card manager > select 'Add mobile plan' or 'Add eSIM' > scan the QR code or enter the activation code manually Pixel Settings > Network & internet > Mobile network > Advanced > Carrier > select 'Add carrier' or 'Add carrier eSIM'

Step 2. Please allow 2-3 minutes while the QR code installs onto your device. Once the installation is complete, you should see a notification that the installation is complete. The eSIM should appear under your SIMs/eSIM section of your device with one of the following labels: Mobile Data, Secondary, Travel, etc.

What do I do once I have arrived in Europe?

Once you have arrived in Europe, please use the following steps:

Step 1. Turn your eSIM ‘ON’

iOS Settings > Mobile > under SIMs go to your new Europe eSIM > toggle the switch for 'Turn on this Line' to ON Android Settings > Connections > SIM card manager > go to your new Europe eSIM > toggle the switch to turn ON the eSIM Pixel Settings > Network & internet > Mobile network > go to your new Europe eSIM > toggle the switch to turn ON the eSIM

Step 2. Change your Mobile Data to your new Europe eSIM

iOS Settings > Mobile > Mobile Data > select your new Europe eSIM Android Settings > Connections > SIM Card manager > tap Mobile data > select your new Europe eSIM Pixel Settings > Network & internet > Mobile network > tap Mobile data > select your new Europe eSIM

Step 3. Change your Default Voice Line/Calls to your new Europe eSIM

iOS Settings > Mobile > Default Voice Line > select your new Europe eSIM Android Settings > Connections > SIM Card manager > tap Calls > select your new Europe eSIM Pixel Settings > Network & internet > Mobile network > tap Calls > select your new Europe eSIM

Step 4. Check your Data Roaming is turned ON

iOS Settings > Mobile > under SIMs go to your new Europe eSIM > check 'Data Roaming' is switched ON Android Settings > Connections > Mobile networks > check Data Roaming is switched ON Pixel Settings > Network & internet > Mobile network > Advanced > Data Roaming > toggle the switch to ON for your China eSIM

Step 4. Check your APN settings the following:

APN Name: orangeworldAPN Username: orangeAPN Password: orangeiOS Settings > Mobile > select your new Europe eSIM > Mobile Data Network > APN details will be listed Android Settings > Connections > Mobile networks > Access Point Names Pixel Settings > Network & internet > Mobile network > Advanced > Access Point Names (or APN)

Please allow up to 30 mins for the eSIM to properly connect to the Orange Spain (or Roaming) network.

What will my phone number be?

The Spanish phone number for your Orange Spain eSIM is included with your QR code. You can find this on the same PDF attachment, to the right of your QR code under the title: Tu número móvil.

To make calls to a European country outside of Spain, you will need to use their country code at the front of the phone number you are trying to call. To receive calls from outside of Spain, the caller will need to use the Spanish country code +34 in front of your phone number.

How do I check My Data Balance?

To check the balance of your Orange Spain eSIM data usage, please dial *111# and reply with option 1. Saldo y consumo.

Alternatively, you can use your device settings to check your data balance. Depending on your device type, please use the following steps:

iOS Settings > Mobile > under Mobile Data for your [Orange Spain eSIM name] > Current Period or Current Roaming Period (for usage outside of Spain) Android Settings > Connections > Data usage or Mobile data usage Pixel Settings > Network & internet > Mobile network or Data usage

Can I recharge my eSIM?

The Orange Spain eSIM is designed as a single-use eSIM and cannot be recharged or extended once it has been activated. If you need to extend your data connectivity beyond the initial duration, you will need to purchase a new eSIM for the desired duration.

Which countries does this eSIM work in?

The Orange Spain eSIM Card is specifically designed for use in Europe. It provides high-speed data connectivity within Europe, allowing travelers to stay connected while visiting different countries. Please see the specific product listing for list of countries included for your specific plan.

If you plan to travel to other countries, you may need to purchase a separate eSIM card or make alternative arrangements for connectivity in those destinations

How do my family and friends call and message me?

With the Orange Spain eSIM, you can stay connected with your loved ones across Europe & the world. They can simply call or text your Spanish phone number as usual (including the country code of +34 in front of your Spanish phone number). However, it's important to note that depending on their service provider, they may incur additional fees for international calls or texts. Encourage them to check their service plan to understand any potential charges.

Additionally, they can also reach you through internet-based messaging apps like WhatsApp, Facebook Messenger, or email, ensuring seamless communication regardless of distance. Feel free to share your contact details or preferred messaging app username to keep the conversation going while you're traveling

What happens if I am travelling for longer than the Service Days I purchased?

If you are travelling for longer than the duration covered by the Orange Spain eSIM, you will need to purchase another eSIM for the additional days you need. This allows you to continue enjoying high-speed data connectivity during your extended stay in Europe.

If I have trouble with eSIM while I'm overseas, what should I do?

1. Self-service: Visit www.globalstarlink.com.au/pages/faq. 2. Livechat: Click on "Chat with us" on our website to initiate a live chat conversation with our customer service team online. (Our working hours are Monday to Sunday: 9am - 1am Australian Eastern Time) 3. Email us: If the situation occurs outside of our working hours, please email us immediately at [email protected]. We will start processing your request when we are back online the next day. To expedite the process, please include the following information in your email for us to investigate further:

- Order Number (or SIM number) - Your current location - Make and model of your phone - Screenshots of any error messages you are receiving - Any other information about the issue that you think will help us assist you in resolving the issue