New phone, reset, or lost phone: getting set up again

Before you start

Don't use your phone's own transfer tools for the KnowRoaming eSIM. Apple's eSIM transfer and Android's quick transfer are built for carrier lines and don't carry this one; add it fresh in the app instead. Your account and your order history are unaffected either way.

Steps

1. 1On the new or reset phone, connect to Wi-Fi and open the KnowRoaming app, or download it and sign in.
2. 2Go to My plans.
3. 3New phone: tap Add another device and plan, and name the device.
4. 4Same phone after a reset: select this device and tap Add a plan.
5. 5Follow the auto setup. Keep the app open and stay connected; it takes about a minute.
6. 6When it's done, leave data roaming off until you land, or turn it on now if you're already abroad.
7. 7Back in My plans, archive the old device once you're done with it.

If your phone was lost or stolen

Do this first, from any other device: sign in to the app or knowroaming.com, open My plans, and archive the lost phone's device so nobody can use your data on it. Then set up the replacement with the steps above. If you can't get into your account from any device, message us.

Good to know

• Your plan starts when you connect in a supported country, not when you buy. Your validity days count from that first connection. Unused data expires at the end of your validity period. It doesn't roll over. A plan that had started keeps counting down while you set up again, on the phone it was bought for.
• Your plan is data only, with no phone number, calls, or SMS. Calls and texts keep using your home number.
• Keep one KnowRoaming eSIM per phone. Only add it on the phone you'll travel with.

Still not working?

If the add stops partway, see Adding your plan is stuck: what to do. Still not working? Message us on WhatsApp at +1-888-357-7347 and include four things: your ICCID, your order number, your phone model and OS version, and what you've already tried.