EXTREME CONNECT HELP & SUPPORT
Here you’ll find everything you need to get setup with Extreme Connect and eSIM on your phone including answers to some of the most common questions. And if you need further help, please do get in touch firstname.lastname@example.org.
Why use Extreme Connect on my phone?
The Extreme Connect app lets you buy roaming data plans to get you connected around the world without the need for a plastic SIM card. Our Global plan works in 114 countries and territories. We also have a regional Europe-only plan as well as local plans in the UK, Australia, Hong Kong, the USA and more. You can view a full list of countries from within the app.
By having the Extreme Connect app installed on your Dual SIM device or eSIM compatible phone, you’ll be able to buy data plans whenever you need them, wherever you are. No commitment. No long contracts. No strings attached.
With an eSIM-enabled device, you don’t have to wait for a physical SIM card to be posted, or go and collect one at a shop. Just buy direct from the app and the Extreme Connect eSIM will be installed on your device upon your first purchase.
Which devices are compatible with the Extreme Connect app?
Extreme Connect is compatible with all iPhone eSIM enabled devices from iPhone Xs, iPhone Xs Max, iPhone XR, iPhone 11 series, iPhone 12 series running iOS 12.1 and later or with Android devices such as Google Pixel 3, Google Pixel 3A, Google Pixel 4, Google Pixel 4 XL, Samsung Galaxy S20 series and Samsung Galaxy S21 series.
Furthermore, your device must be unlocked. For more information read the answer to: “What is a locked device?“.
Will my physical SIM still work while the Extreme Connect eSIM is installed?
Yes! The Dual SIM Dual Standby technology in compatible iPhone or Android models lets you remain connected with your physical SIM and your Extreme Connect eSIM simultaneously. You can select which of the two SIMs you use for data connectivity.
How do I buy an Extreme Connect plan?
You’re about to purchase a plan, so you’ll need your Mastercard, Visa or American Express credit card handy (unless you prefer to use Apple Pay, which is fine too). Once you’ve purchased your plan, the app will launch the eSIM helper, which downloads an Extreme Connect eSIM profile onto your device. You’ll be connected to the Extreme Connect network within a few seconds.
Remember: make sure the roaming switch is ON when using an Extreme Connect plan.
Do I have to create an account?
Yes for your security.
You can choose between one of the different modes that we support: Apple ID,
Facebook, Google or create an account with us with a valid email address and chosen username and password.
How do I set up eSIM on my iPhone?
Download the Extreme Connect app from the Apple app store, open the app and follow the simple steps to sign up, choose a plan and get connected. If you need further help, we have this helpful guide on Setting up eSIM on your iPhone.
How do I set up eSIM on my Android phone?
Download the Extreme Connect app from the Google Play store, open the app and follow the simple steps to sign up, choose a plan and get connected. If you need further help, you can email us at email@example.com.
What are the plans that you offer?
We have a selection of global, regional and local plans available. All of these are prepaid and have a fixed duration. No contracts. No tie-ins. No hassle. Just buy what you need, when you need it. You can choose from a selection of data ranging from 100MB to 10GB, depending on where you are travelling. Most of these plans last for 30 days except for the 300MB option which lasts for 24 hours. We have recently added local plans for Australia and Hong Kong, as well as a European regional plan which connects you in all 34 EU and EEA countries. Our latest addition is the United States Plus plan that covers any state in the US plus 36 destinations including Europe, Hong Kong and Australia.
You can find more details on these below.
What is the Global plan?
For our global plan, you can use the same data bundle in 113 countries and territories across Europe, APAC and the Americas—perfect for intrepid globetrotters.
Albania, Antigua and Barbuda, Argentina, Armenia, Australia, Austria, Barbados, Belgium, Bermuda, Brazil, Bulgaria, Cambodia, Canada, Chile, China, Colombia, The Democratic Republic of the Congo, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, El Salvador, Ecuador, Estonia, Faroe Islands, Fiji, Finland, France, French Guiana, Germany, Ghana, Gibraltar, Greece, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Martinique, Mexico, Republic of Moldova, Monaco, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Netherlands, New Zealand, Nicaragua, Norway, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion Island, Romania, Russia, Saint Kitts and Nevis, Saint Lucia, Samoa, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Trinidad and Tobago, Turkey, Turks And Caicos Islands, United Arab Emirates, United Kingdom, United States of America, Uruguay, Vanuatu, Vatican City, and Vietnam.
You can choose from the following data bundles: 300MB (for 24 hours), 1GB and 3GB both for 30 days.
What is the United States Plus plan?
Our new USA Plus plan now includes Europe, Hong Kong and Australia free on us. This plan is perfect for travellers who are visiting or road tripping across the United States and beyond. There are three data bundles available: 1GB, 3GB and 5GB all for 30 days that covers any state in the US plus 37 destinations including Europe. Hong Kong, Australia & Canada.
What is the Australia plan?
If you’re headed to Australia, this is the plan for you. You can choose from the following data bundles: 1GB (for 30 days), 3GB (for 30 days), 5GB (for 30 days), 10GB (30 days) and 20GB (30 days).
What is the Hong Kong plan?
Exploring Hong Kong? We’ve got you covered. Pick the 1GB (for 30 days), 3GB (for 30 days) and 5GB (for 30 days).
What is the European regional plan?
Whether you’re interrailing through Europe or taking a city break, this plan will keep you connected in 31 EU and EEA countries as well as Monaco.
The countries covered in the European regional plan can be found here
These are the plans available to buy in the European regional plan: 1GB, 3GB, 5GB, 10GB, 50GB and 100GB – all valid for 30 days.
How do I buy more data?
Need more data? Don’t worry. You can purchase a new plan on the Extreme Connect app. Just open it up, select the plan you want, enter your credit card details (or pay with Apple Pay) and that’s it, you’re connected.
Note that you can buy a maximum of five plans at a time.
Why is my service not working?
Is the roaming switch ON? To ensure you are connected you must switch your roaming switch ON when travelling. You can find the Roaming Switch in your iPhone Settings.
Do you have Coverage? If you find yourself in an area with limited mobile coverage, or no coverage at all, you will find it difficult to access the internet. Try switching locations and make sure you have enough signal bars to connect to 3G or 4G/LTE.
If you are in good coverage and tried everything else, you can always try a full power-down restart and see if that helps.
Did you switch phones? If you have a new phone and have restored your device, you may run into problems when using the Extreme Connect app and may need to reset your account.
In this scenario, you should log into your Extreme Connect account on the new device, head to My Profile, and tap MANAGE in the My eSIM section. Here, you should be able to easily reset your account by tapping RESET ACCOUNT. You will then be able to log in to your existing account (or create a new one) download a new eSIM and purchase a new data plan.
Please note that any active data plans will be lost when you switch devices.
The app says my device may be locked, what is a locked device?
When you buy a device with a contract directly from a mobile operator rather than an independent retailer, it is common practice for them to lock the connectivity from any other supplier, not all networks do this but many do. In this case your device will be considered “locked”—at least until your contract expires. You can check with your operator to see if there is anything you can do to unlock the eSIM in your device. Typically, in these cases you will not be able to install an eSIM until the phone is unlocked. Yep, we’re frustrated too. In the UK, from December 2021, all UK mobile operators will no longer be allowed to sell locked phones which is great news for everyone.
I get a message saying plans are not available here, why?
If you are located outside of the countries we cover, you will not be able to buy data plans because you won’t be able to use them, so we won’t let you throw your money away! Likewise, our data plans are meant to be used for roaming, so you can buy them when you are abroad and are not meant to be used at home.
What is Dual SIM?
Dual SIM gives you the convenience of having two mobile connectivity providers on a single iPhone. You can have separate providers for personal and business, add an additional line when traveling internationally, or purchase a separate data plan.
Dual SIM is a combination of a physical SIM card and an eSIM, which is a digital SIM that allows you to activate a cellular plan without having to use a physical SIM.
Where is 4G LTE available?
4G LTE access may vary depending on signal quality and coverage but it is available in:
Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Turkey, United Kingdom and USA.
The following countries only have 2G/3G coverage for now:
Antigua And Barbuda, Argentina, Barbados, Bermuda, Brazil, Cambodia, Chile, Colombia, Costa Rica, El Salvador, Faroe Islands, French Guiana, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, Indonesia, Isle Of Man, Jamaica, Jersey, Malaysia, Martinique, Mongolia, Montenegro, Montserrat, Nicaragua, Paraguay, Puerto Rico, Reunion, Saint Kitts And Nevis, Saint Lucia, Saudi Arabia, Suriname, Thailand, Trinidad And Tobago, Turks And Caicos Islands, Uruguay, and Vietnam.
Is it possible to buy multiple plans at the same time?
You may only use one plan at a time. However, you can purchase a maximum of five plans at once. This is useful if, for example, you are already using a European plan but travel to Australia. As soon as you land and buy a local Australia plan, the Extreme Connect app will detect your location and automatically switch to the Australian data bundle. When you return, and if your European plan is still active, the app will revert to your European data bundle.
How would I know which plan can be purchased in each location?
The Extreme Connect app will automatically list the plans available based on your current location. You can also select a destination and see what plans are available there.
How would I know which plan is being spent if I have multiple data allowances in my account?
If you have purchased more than one plan, each of them will show up on the main screen. If more than one plan is available to use in your location, they will be used up in the order that you bought them. In other words, the first data bundle you buy will be the active plan—it will appear above the queued plan(s) and consumed first.
Should data from your active plan run out, it will disappear from the screen and the app will switch you to the queued plan’s allowance automatically.
In the case that only one plan is available in your current location, it is this plan that will remain active—regardless of when you bought it. The other will be greyed out until you connect in a location the plan supports.
Buying a plan before you travel
Congratulations, planning ahead! So, along with buying your travel insurance, checking your passport and booking hire cars, you can now purchase your data connectivity in advance.
Our new browse-and-buy feature allows you to buy a plan up to 30 days before you travel. Tap Select Destination on the top-right corner of the app, search for your destination from the list and choose the plan that works best for you.
You’re about to purchase a plan, so you’ll need your Mastercard, Visa or American Express credit card handy (unless you prefer to use Apple Pay, which is fine too). Once you’ve purchased your plan, the app will launch the eSIM helper, guides you through the process of downloading an Extreme Connect eSIM profile onto your device. You’ll be connected to the Extreme Connect network within a few seconds.
(NOTE: Due to iOS settings, your iPhone will automatically switch to this plan even if you’re not planning on using it yet. You should switch back to your primary network through Settings > Mobile Data)
You’ll be able to see the plan queued up at the bottom of the home screen. When you land in your destination, tap it and switch to ‘Activate’. You won’t be able to pause the plan after that, so make sure you don’t activate the plan before you need it.
Remember: make sure the roaming switch is ON when using an Extreme Connect plan.
What happens when my data runs out?
You will be sent a notification when you’ve used up 80% of your data so you have plenty of notice to top-up. You will receive a further notification when your data has fully run out. In this instance, you’ll need to connect to a Wi-Fi network to purchase more data.
I still need help with the app, who can I talk to?
We’re always here to answer any questions you have, just send an email to firstname.lastname@example.org.