Frequently asked questions

General

What is an eSIM?

An eSIM is a digital version of the traditional SIM card. Instead of a physical card, it’s built right into your phone. It lets you activate a mobile plan without needing to insert a physical SIM card.

My internet speed has dropped on my Unlimited Plan. What should I do?

If you’re experiencing slower data speeds, it’s probably because you’ve hit the 1GB high-speed limit for the day on your unlimited plan. Some of our partner networks may slow down your speed after this limit, but you still have access to unlimited data, just at a slower pace. This helps keep the network running smoothly for everyone. The high-speed limit resets daily, so you’ll get back to full-speed data each day. In the meantime, you can still browse, email, and use online services, just at a reduced pace.

What are the benefits of using an eSIM, as compared to a physical SIM?

With an eSIM, you get a lot more flexibility. You can switch between carriers or add a new plan without having to fumble with tiny SIM cards. It’s all digital, so no more worrying about losing or damaging your SIM card. Plus, if you’re someone who travels a lot, you can easily manage multiple plans on the same device—no need to carry around extra SIMs. Plus, eSIMs let you keep multiple numbers on the same phone, perfect for separating work and personal lines. It’s also a win for the environment—no plastic SIM cards, less packaging, and no shipping, which reduces waste and your carbon footprint. And activation is instant, so you can get connected without waiting!

How can I check how much data is left on my plan?

To see how much data you have remaining, open the Global YO app and go to the My eSIM bubble. Click on the data plan listed under Active Data Plans to view your remaining data. Keep in mind that once your data is used up, you won’t have internet access without a Wi-Fi connection.

Is my device eSIM-compatible?

Check out this list of eSIM-compatible devices to see if your device is on it. You can also look up your device’s specs online or visit the manufacturer’s website for more information.

How can I enable data switching between my plans?

To let your phone automatically choose which SIM to use for data based on coverage and availability, you’ll need to turn on “Data Switching” in your settings.

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Here’s how to set it up (steps might vary by phone model):

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Go to Settings.
Tap on Mobile Service or Mobile Network.
Choose SIM Management or a similar option (for Android).
Turn on Allow Mobile Data Switching or Data Switching.

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When this feature is enabled, your phone will use data from your plans depending on which network has the strongest signal. This is useful for staying connected, but be aware that it can consume data quickly since you won’t know which plan is being used at any given time.

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If you’re roaming and only want to use your Global YO eSIM+ for data, make sure to turn off “Data Switching.” This setting will help ensure that your phone only uses data from the Global YO eSIM, avoiding potential additional charges. Mobile data switching may not work if both eSIMs are not set to allow data roaming, so check with your provider for availability and any potential charges.

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If I use an eSIM, will my physical SIM keep working?

Yes, if your device supports Dual SIM functionality, you can use both your physical SIM and eSIM at the same time. You can manage both SIMs through your phone’s settings, allowing you to keep your physical SIM active while also using an eSIM. This way, you can enjoy the benefits of both SIMs simultaneously.

Where can I find 4G coverage?

4G LTE is available in many countries, including: Albania, Germany, Antigua and Barbuda, Saudi Arabia, Argentina, Armenia, Australia, Austria, Barbados, Belgium, Bermuda, Brazil, Bulgaria, Cambodia, Canada, Qatar, Chile, China, Cyprus, Vatican City, Colombia, South Korea , Costa Rica, Croatia, Denmark, Ecuador, El Salvador, United Arab Emirates, Slovakia, Slovenia, Spain, United States, Estonia, Philippines, Finland, Fiji, France, Ghana, Gibraltar, Grenada, Greece, Guadeloupe, Guatemala, French Guiana , Guernsey, Guyana, Honduras, Hong Kong, Hungary, India, Indonesia, Ireland, Isle of Man, Iceland, Faroe Islands, Turks and Caicos Islands, Israel, Italy, Jamaica, Japan, Jersey, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, North Macedonia, Malaysia, Malta, Martinique, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Nicaragua, Norway, New Zealand, Netherlands, Panama, Paraguay, Peru, Poland, Portugal, Puerto Rico, United Kingdom, Czech Republic, Democratic Republic Congo, Réunion, Romania, Russia, Samoa, Saint Kitts and Nevis, San Marino, Saint Lucia, Serbia, Singapore, Sri Lanka, South Africa, Sweden, Switzerland, Suriname, Thailand, Taiwan, Tanzania, Trinidad and Tobago, Turkey, Uruguay, Vanuatu and Vietnam.

How does the eSIM activation work?

If you purchased your eSIM+ data package through the Global YO app, you’ll need to activate it when you’re ready to use it, and this must be done while connected to Wi-Fi. If you purchase an eSIM for a country where you’re not currently located, you can install it, but it won’t activate until you arrive. Please note, that most eSIMs can only be activated once. If you remove the eSIM from your device, you will not be able to reinstall it.

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Global YO allows you to choose a later eSIM activation via My eSIM bubble, which is ideal if your trip is planned for a future date or if you’re gifting the eSIM to someone else. If you’re gifting the eSIM, remember that you’ll need to activate the package for them, and they won’t be able to monitor their usage since their eSIM will remain linked to your account.

Will I have a local phone number with my Global YO eSIM+?

No, your Global YO eSIM+ is for data only, so it doesn’t include a phone number. This lets you access data anywhere in the world. If you need to make calls, you can add YO SHOUT to your eSIM plan to call landlines or cell phones.

What if the activation QR code doesn’t work for my eSIM?

If the QR code doesn’t work, your eSIM might already be properly installed. Check your phone’s settings to verify its status.

How can I reinstall a deleted eSIM or reinstall an existing eSIM on my new phone?

If you delete your eSIM+ from Global YO or lose your device, you cannot reinstall it. You’ll need to obtain a new eSIM to continue using the service.

Can I install and/or activate my Global YO eSIM later if I purchase it today?

Yes, you can choose to install your eSIM at a later date using the My eSIM bubble in the Global YO app. In most cases, your eSIM will automatically activate once it’s installed and you connect to the destination network. If you purchase an eSIM for a country where you’re not currently located, you can install it in advance, but it won’t activate until you arrive and connect to the local network.

Does my 1-day eSIM last 24 hours or until midnight?

The 1-day eSIM is valid for 24 hours from the moment it’s activated. It doesn’t expire at midnight but continues for a full 24 hours.

How can I check if my eSIM is installed successfully?

To verify if your eSIM is installed successfully, follow these steps:

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‍For iOS:

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Go to Settings.
Tap Mobile Service.
Check the SIMs section for your eSIM plan—it should be listed with its status.

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For Android:

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Open Settings.
Tap Mobile Network.
Select SIM Management or a similar option.
Find your eSIM plan under the SIM card options—it should show as activated if it’s installed correctly.

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If you see the eSIM listed and it’s not showing any error messages, it’s installed and active.

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Can I move unused data from one eSIM to another if I travel to a different country?

If you’re using a local package (which covers only one country), you won’t be able to transfer unused data to another eSIM for a different country. However, if you’re on a regional or global package that includes both countries, you can use your remaining data across those included countries.

Why I didn’t receive my QR code?

If you didn’t receive your QR code, it’s likely because the payment didn’t go through. Double-check your payment status, and if the transaction failed, try processing it again. If you’re still having issues, contact customer support for help.

Can I use data without an eSIM?

All Global YO data plans need to be linked to an eSIM, so you’ll have to install an eSIM when acquiring a plan.

What should I do if my eSIM isn’t providing internet access?

If you’ve installed your eSIM and selected it as primary but still don’t have an internet connection, it’s possible that your APN settings weren’t configured automatically during the eSIM download. Don’t worry—here’s a quick guide on how to set up the APN based on your device’s operating system:

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Setting up the APN for Android:

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Go to Settings.
Tap Mobile Network.
Select Mobile Data.
Tap Access Point Names next to the Global YO eSIM.
Tap the New Data Connection icon (+).
In the Name field, enter “globaldata”.
In the APN field, enter “globaldata”.
Leave all other fields blank or set to their default values.
Save the APN and select it.

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Note: Instructions may vary depending on the manufacturer and Android version.

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Setting up the APN for iOS:

Open Settings.
Tap Mobile Service.
Select your eSIM under SIMs.
Choose Mobile Data Network.
In the APN field, enter “globaldata”.
Leave the Username and Password fields empty.

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If you still can’t connect after setting up the APN, please contact us at support@globalyo.com or submit a ticket through the Help bubble. Include the country you’re visiting, your device model, and a screenshot of your APN settings for further assistance.

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Can I buy two eSIMs for the same country?

Yes! You can purchase multiple eSIMs for the same country by getting the eSIM data plans through the eSIM shop bubble.

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Additionally, you have the option to top up an already active eSIM by selecting the Top-Up option in the My eSIM bubble.

How can I delete an eSIM from my phone?

Caution! Once you delete your eSIM, it won’t be possible to reinstall it. If your data package is active but not working, do not attempt to delete the eSIM+ to try and fix it.

If you still want to manually remove your eSIM, follow these steps:

Go to Settings.
Tap Mobile Network or Mobile Service.
Select your mobile plan.
Tap Delete eSIM or a similar option .

Keep in mind that once you remove your eSIM, you won’t be able to connect through that line anymore, and any contacts linked to it will automatically switch to your preferred line.

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What is Global YO’s eSIM refund policy?

At Global YO, we understand that sometimes things don’t go as planned. Here’s everything you need to know about our refund policy:

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Eligibility for Refunds:

Unused eSIMs: If you haven’t activated your eSIM, you’re eligible for a full refund within 30 days of purchase.
Technical Problems: If the eSIM can’t be installed or used due to an issue on our end, you’re covered.
Compatibility Issues: If your eSIM is incompatible with your device and hasn’t been used, you can request a one-time refund within 30 days. We offer this as a gesture of goodwill.
Faulty eSIM: If the eSIM is defective and cannot be used, we’ll sort it out for you.
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How to Request a Refund:

Email Us: Send an email to support@globalyo.com with your order number and a brief explanation. Fun stories are always welcome!
Review Process: Our team will review your request and get back to you.
Refund Processing: If approved, your refund will be processed and should appear in your account within 30 business days.
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Non-Refundable Situations:

Expired eSIMs: No refunds for eSIMs that expired before activation.
Partial Usage: We can’t offer partial refunds for used data.
Third-Party Purchases: If you bought our eSIM through a third party, contact them directly for refunds.
Fraudulent Purchases: Refunds will not be issued for purchases involving fraud or abuse of our Terms and Conditions.
Unauthorized Purchases: These will be investigated and may be suspended if suspicious activity is detected.
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Special Circumstances:

Faulty eSIM: Contact support at support@globalyo.com if your eSIM is faulty. We’ll troubleshoot and provide a replacement if needed.
Weak Signal: If you experience weak signal issues, reach out to support for troubleshooting and resolution.
Cooperation Required: For all refund requests, cooperation in troubleshooting and resolving the issue is necessary.
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eSIM+ and Global YO

What are YOYO$?

YOYO$ are our in-app reward points. For every minute you spend in the app, you earn 1 YOYO. You can exchange your YOYO$ for in-app goodies like mobile data, movies, products from our partners, special live shows, and more.

How can I make calls with YO SHOUT?

You can make calls using YO SHOUT through our app. Just open the app, select YO SHOUT, and start calling—all without needing a traditional phone number. Please note that YO SHOUT allows you to make outgoing calls worldwide and receive calls from other app users within the app. However, your friends won’t be able to call you back using the regular phone number that appears when you call them.

Can I buy data with my YOYO$?

Absolutely! When you purchase a data package, you can use your hard-earned YOYO$ to cover up to 50% of the total cost. Pretty cool, right? You can check the maximum discount for each plan on the plan details screen.

How do I refer a friend? What if my referral link doesn’t work?

To refer a friend, just share your referral link. If your referral link isn’t working, please reach out to our support team so we can assist you.

What is YO SHOUT?

YO SHOUT is a bubble within the Global YO app, offering an innovative VoIP calling service, that enables users to make calls worldwide.

What is WEB3DOM?

WEB3DOM stands for Web 3 + Freedom. It represents truly democratized access to the third generation of the Internet.

Others

How can I get notifications for live shows?

To stay up-to-date with your favorite live shows, follow these easy steps:

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1. Open the Global YO app and navigate to Yolanda at the bottom right corner

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2. Tap on What’s live in YO today.

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3. Find the show you want to be reminded about and tap the Notification icon next to it.

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That’s it! You’ll receive a notification when the show starts.

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How do I export my NFTs?

To export your NFTs to the Ethereum blockchain, follow these steps:

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Stage 1: Setting Up Trust Wallet

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Download Trust Wallet: Get Trust Wallet from Trust Wallet and complete the registration.
Add Your Wallet: Open Trust Wallet, go to Settings, and tap on Wallets. Then tap the “+” in the top right corner.
Import Existing Wallet: Select “I Already have a wallet,” choose Ethereum, and pick Keystore. Name your wallet “Global YO Wallet” or something easy to recognize.
Download Global YO Wallet: In the Global YO app, go to Wallet and click on Download wallet .json. Save this file securely.
Import the Wallet: Open the JSON file you saved, copy the text, go back to Trust Wallet, and paste the text in the JSON tab. Enter the password you set for your Global YO wallet.
Verify: Your Global YO Wallet should now appear in Trust Wallet.

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Stage 2: Exporting Your NFT

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Start the Export: In the Global YO app, click on NFT export and follow the in-app instructions.
Send Gas Fees: Note the wallet address and ETH amount needed for gas fees. In Trust Wallet, send the ETH to your YO Wallet address (find this in the YO app under Receive).
Confirm and Check: After sending the ETH, the YO app will notify you once the export is complete. Go to the NFT tab in Trust Wallet to see your NFT. If the image appears black, try refreshing or relaunching the app.

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Congratulations! Your NFT is now on the Ethereum blockchain, and you can list it on OpenSea or any other ERC-721 marketplace.

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How do I start a watch party?

Hosting a watch party with your friends is easy! Just follow these steps:

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Pick any video you want to watch.
Tap the Watch party with friends button.
Invite as many friends as you like.
Start your watch party and enjoy!

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Frequently asked questions

General

eSIM+ and Global YO

Others

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YOLANDA