Frequently Asked Questions
Usage & Troubleshooting
Do I have access to 3G and 4G networks?
We provide 4G/LTE access everywhere in Europe, where available. When 4G/LTE is not available, you will connect to 3G.
You will have access to the 4G network in the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France (mainland), Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom.
You will have access to the 4G network in the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France (mainland), Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom.
In which countries exactly in Europe can I use my Orange Holiday offers?
The Orange holiday offer works in the following countries: Andorra, Azores, Aland islands, Germany, Austria, Balearic islands, Belgium, Canary islands , Cyprus, Corfu, Crete, the Cyclades, Croatia, Denmark, Spain, Estonia, Faeroe islands, Finland, France (mainland), Gibraltar, Greece, Guernsey, Hungary, Ireland, Iceland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Isle of Man, Norway, Netherlands, Poland, Portugal, Czech Republic, Rhodes, Romania, United Kingdom, San Marino, Sardinia, Sicily, Slovakia, Switzerland, Sweden, Vatican
How do I make a call?
Dial + (or 00) followed by the country code, followed by the number you would like to call. For instance, to make a call to Spain, dial +34 (the country code for Spain), followed by the phone number you want to call.
I am not in Europe; can I test my eSIM?
No, your eSIM will only work in Europe.
Can I use the Orange Holiday eSIM in a mobile WiFi hotspot or in a tablet?
Yes, you can use the Orange Holiday eSIM in both mobile WiFi hotspots and tablets.
Is data tethering allowed?
Yes, you can share your data connection between several devices. Go to “Settings” and activate your “Personal Hotspot”
My data doesn’t work, what could be causing this?
The mobile network Orange is activated immediately after you install the Orange eSIM.
If it doesn’t work properly, follow those steps:
Step 1: Don’t forget to activate your mobile data on your phone.
Going to “Settings” –>”Activate Mobile Data”
and to have 4G “Mobile Data Options”–> “Voice and data”–> “and select 4G”.
Step 2: Check if your mobile is configured to the Orange APN.
If your mobile does not automatically connect to the Orange APN, you will need to go to “Settings” and configure it to the Orange APN before you can select it.
Example on the iPhone:
a) Open your iPhone and click on Settings > Mobile > Mobile Data Network (or Edge in early versions). b) Then fill in the fields as follows:
Orange:
If it doesn’t work properly, follow those steps:
Step 1: Don’t forget to activate your mobile data on your phone.
Going to “Settings” –>”Activate Mobile Data”
and to have 4G “Mobile Data Options”–> “Voice and data”–> “and select 4G”.
Step 2: Check if your mobile is configured to the Orange APN.
If your mobile does not automatically connect to the Orange APN, you will need to go to “Settings” and configure it to the Orange APN before you can select it.
Example on the iPhone:
a) Open your iPhone and click on Settings > Mobile > Mobile Data Network (or Edge in early versions). b) Then fill in the fields as follows:
Orange:
- Access Point Name (or APN): orange
- User name: orange
- Password: orange
Can I receive or send MMS?
No, you cannot receive or send MMS.
Is it possible to keep my current number for my next trip to Europe ?
Your call credit is valid for 31 days after activation of the Orange holiday prepaid eSIM. However, once registered, the validity of the line validity will be extended by 6 months. For each top up taken into account, the line validity shall be extend by 6 months. You will keep the same phone number throughout the validity period.
How to unlock your Phone?
In order to use the Orange Holiday eSIM, your phone needs to be unlocked.
Option 1: Call the customer care center from your mobile operator
Option 2: On your computer
On IPhone: Via Itunes
On Android: Download “Android Data Recovery” on your computer
Option 1: Call the customer care center from your mobile operator
Option 2: On your computer
On IPhone: Via Itunes
- Step 1: Connect the iPhone to the computer from the micro USB cable
- Step 2: Open iTunes software from your computer
- Step 3: Restore the iPhone
- Step 4: Save your settings and confirm the restoration from your settings
- Step 5: Enter the PIN and the phone will be unlocked
On Android: Download “Android Data Recovery” on your computer
- Step 1: Access to Android SIM unlock
- Step 2: Follow the instructions to unlock your phone
- Step 3: Wait for the unlocking to finish
I have a problem with my eSIM, who can I contact?
You can contact our customer service - available 24hours a day, 7 days a week.
If you have any technical issues regarding the network, activation etc., please contact +33 969363900
If you have any technical issues regarding the network, activation etc., please contact +33 969363900
What are the APN settings for the eSIM? Is it pre-configured?
If not done automatically by your phone, please enter following APN settings:
Access Point Name (or APN): orange
User name: orange
Password: orange
Access Point Name (or APN): orange
User name: orange
Password: orange
How can I use the Orange Holiday eSIM with a dual SIM phone?
Keep your local SIM in place and add the Orange Holiday eSIM as a second line, then choose which line to use for data.
Go to “Settings”–> “SIM Management” –> “SIM info” –> Choose the line and select YES or NO
Go to “Settings”–> “SIM Management” –> “SIM info” –> Choose the line and select YES or NO
I’m no longer in Europe but I still receive messages from Orange telling me communication rates outside Europe, is it normal?
It is possible that you receive generical messages from Orange about it. As a reminder, this doesn’t mean that you can use your holiday offer outside Europe, it will not work.
What happens if I still have some credit left over from my last top up when I top up with an Orange Holiday recharge?
If you bought an Orange Holiday recharge, and you want to top up with another one: credit will accumulate for the purchase of the same recharge.
For instance, if you have sold out your entire data mobile, but you still have 60 min to call, 500 SMS, and you decide to complete with an Orange Holiday recharge. You will have 120 minutes to call, 1000 SMS and 5Gb of internet.
The Orange Holiday recharge will accumulate with another Holiday recharge 20€, the Top-up internet 3GB 25€ will accumulate with another top-up internet 3GB 25€ and the top-up 1GB 10€ will accumulate with another top-up internet 1GB 10€.
For instance, if you have sold out your entire data mobile, but you still have 60 min to call, 500 SMS, and you decide to complete with an Orange Holiday recharge. You will have 120 minutes to call, 1000 SMS and 5Gb of internet.
The Orange Holiday recharge will accumulate with another Holiday recharge 20€, the Top-up internet 3GB 25€ will accumulate with another top-up internet 3GB 25€ and the top-up 1GB 10€ will accumulate with another top-up internet 1GB 10€.
What are the text messages received from Orange?
Welcoming text from Orange ->a welcoming text from Orange with your line number.
Activation text message -> a text message with your initial credit validity period. You will have 14days to use your offer.
Registration text messages -> texts sent every two days to remind you to send us your ID information (please see 'How do I register my phone line?' below.
Phone number validity text message -> one week before the end of your line validity, you will receive a text message.
Credit consumption text messages -> texts to inform you how much credit you have used (sent when you have used 50%, 80% and 100% of your credit).
End of credit validity text messages -> at the end of your credit validity period, you will receive a text from Orange. Dial #123# for more details. If you want to keep using your Orange Holiday account, you need to top up.
Activation text message -> a text message with your initial credit validity period. You will have 14days to use your offer.
Registration text messages -> texts sent every two days to remind you to send us your ID information (please see 'How do I register my phone line?' below.
Phone number validity text message -> one week before the end of your line validity, you will receive a text message.
Credit consumption text messages -> texts to inform you how much credit you have used (sent when you have used 50%, 80% and 100% of your credit).
End of credit validity text messages -> at the end of your credit validity period, you will receive a text from Orange. Dial #123# for more details. If you want to keep using your Orange Holiday account, you need to top up.
Activation & Registration
How do I activate my eSIM?
The eSIM is pre-activated. Install it on your device by scanning the QR code we send you and it will work right away, provided that your device is unlocked and eSIM-compatible.
How do I register my phone line?
Please, click here to register your line: Register your Orange Holiday eSIM
What happens if I don’t register my line?
If you do not register your line within 30 days after activation, your account will be permanently terminated and you will not be able to top up.
I have registered my line but I am still receiving messages from Orange, why?
That is completely normal. It takes about 10 days to register your line.
Where can I find the numbers to enter on the identification page?
eSIM number
Phone line number
Phone line number
Can the validity period of my credit be activated outside Europe?
No, your Orange Holiday eSIM is activated when you send your first SMS, make your first call or make your first Internet connection. As the offer only operates in Europe, it is not possible to activate it outside Europe. However, there have been cases where the eSIM did connect from outside Europe — so we strongly advise you to wait until you arrive in Europe before installing the eSIM on your device.
My eSIM is expired, is it possible to reactivate it?
No, once the deadline of your eSIM has passed, it is impossible for our technical services to reactivate it.
Credit & Validities
What is the difference between line validity and credit validity ?
Pay attention, do not mix up the validity of your line and the validity of your credit. Your credit is valid for 31 days as soon as the activation of your eSIM. Your line is valid for 1 month without registration. If you register online the validity period will be extended to 6 months (extended by another 6 months for every top up).
How long is my credit valid for?
Your line is valid for 1 month. If you want to keep using your line for more than 1 month, you will need to register online on topup.orange.com. Once Orange receives this information, the line will be valid for 6 months and will need to be renewed every 6 months through a new top-up.
How long is my line valid for?
Your line is valid for 1 month. If you want to keep using your line for more than 1 month, you need to send a copy of your ID and the form in the envelope provided by Orange. Once Orange has received the information, and the line is identified, it will be valid for 6 months and will be renewed for 6 months after each top-up.
I’ve bought an Orange Holiday eSIM, how can I know how much credit I have left?
You can check your credit typing #123# or call 221.
Note: Select sub-menu to check credit added with a top
Note: Select sub-menu to check credit added with a top
Is my credit deducted when I receive a call?
Yes, your call credit is deducted for each call received, except in France where it is free to receive calls.
Is my credit deducted when I receive an SMS?
No, SMS reception is free
What happens if I still have some credit left over from my initial credit when I top up?
If you bought an Orange Holiday Welcome Pack and you want to top up with the Holiday recharge, your credit will accumulate and the period of validity will be extended by 31 days. By recharging, you will not lose your initial credit.
Topup
How do I top up?
To top-up a phone from our website, we invite you to follow these steps:
1- on the homepage https://topup.orange.com, select the country of destination from the drop-down list, and fill in the phone number by checking carefully, then click on “Send top-up”
2- click on the recharge value that suits you best and click on “Continue”
3- then click on the “New User” tab, fill in all the required fields, be careful to indicate your mobile phone, since it is your account, then confirm. A code will be sent by SMS to your mobile phone to validate the creation of your account.
4- a payment page appears so that you can finalize your purchase with your credit card.
1- on the homepage https://topup.orange.com, select the country of destination from the drop-down list, and fill in the phone number by checking carefully, then click on “Send top-up”
2- click on the recharge value that suits you best and click on “Continue”
3- then click on the “New User” tab, fill in all the required fields, be careful to indicate your mobile phone, since it is your account, then confirm. A code will be sent by SMS to your mobile phone to validate the creation of your account.
4- a payment page appears so that you can finalize your purchase with your credit card.
What types of top-up can I get for the Orange Holiday eSIM?
| Top-up type | 1GB | 3GB | 5GB | 10GB | 20GB |
|---|---|---|---|---|---|
| Credit validity | 7 days | 30 days | 14 days | 30 days | 31days |
| Top-up usage | Internet 1GB for use in Europe* only no calls, no SMS | Internet 3GB for use in Europe* only no calls, no SMS | Internet 5GB for use in Europe* only. 60 minutes calls + 500 SMS from Europe to the rest of the world | Internet 10GB for use in Europe* only. unlimited calls + unlimited SMS from Europe to the rest of the world | Internet 20GB for use in Europe* only. 60 minutes calls + 1,000 SMS from Europe to the rest of the world |
| Top-up value | 11.00€ | 27.00€ | 21.70€ | 32.50€ | 40.00€ |
| Note | Please note that the credit and it's validity will be applied immediately. The validity periods are specific to each recharage package and do not accumulate with each other. | ||||
We have multiple Holiday eSIMs, can I reload each of my lines from a single account ?
Yes, by connecting with your mobile on the Orange top up page, you can top up each of your accounts. You can send credit to your family and your friends. You just have to indicate the telephone number to top up, chose the value of the top up and pay online.
Cancellation & Refunds
Can I cancel my order?
SimOptions reserves the right to charge
a) 5 USD cancellation fee for orders that have not left our warehouse yet.
b) 15 USD cancellation fee + delivery cost for orders that have left our warehouse already.
c) up to 100% of the total order price if the product has been opened or damaged.
The refund will be done within 10 – 15 business days after we have successfully received the product at our warehouse again.
How do I get refunded?
The refund will be done within 3-7 business days after we have successfully received the product at our warehouse again.