Support

Write to support@alexarix.com, or use the Support tab in the app. Include the ICCID from the eSIM screen — it tells us exactly which profile to look at. We answer within one business day.

No connection after landing

Work through these in order; the first three fix almost everything.

1. Turn on Data Roaming for the travel line. Settings → Cellular → your DimeRoam line → Data Roaming. Without it the plan cannot connect.
2. Make the travel eSIM your data line. Settings → Cellular → Cellular Data → pick the DimeRoam line.
3. Toggle Airplane Mode on for ten seconds, then off.
4. Check you are in a covered country. A connecting airport elsewhere will not connect.
5. Restart the iPhone.

The eSIM will not install

You need iOS 17.4 or later and a carrier-unlocked iPhone. If the one-tap install does nothing, open the eSIM in the app, tap Install manually and either scan the QR code from another phone or type the SM-DP+ address and activation code into Settings → Cellular → Add eSIM.

I deleted the eSIM

A deleted profile cannot be reinstalled — a limitation of the eSIM standard, not a policy. Write to us: if no data was used we will see what can be done.

My data ran out early

Usage is reported by the network operator and can lag two to three hours, so the figure in the app is not live. Hotspot sharing and video burn an allowance fast. You can buy another plan at any time.

Refunds

See the Refund Policy. Not installed and unused: full refund, just ask. Did not work: refunded either way.

Privacy requests

Access, deletion and correction requests go to privacy@alexarix.com. See the Privacy Policy and, for California, your rights notice.