Frequently Asked Questions

Here’s what you get:

✔️ 5G/4G Data
Choose 10GB, 30GB, 60GB or Unlimited.

A portion of this data is available for use in Europe (called the Roaming Limit):

• 10GB plan: 6GB in Europe

• 30GB plan: 12GB in Europe

• 60GB plan: 18GB in Europe

• Unlimited plan: 30GB in Europe

The rest can be used in the UK. The Roaming Limit doesn’t apply in the UK or Republic of Ireland.

✔️ Unlimited Calls & Texts
Use your unlimited calls and texts to:

• UK landlines, mobiles, and free numbers

• Local numbers in the country you’re visiting in Europe

• Other European countries and UK numbers while in Europe

• Other users on our SIM

Fair Use applies: 43,200 mins and 43,200 texts.

✔️ Free Incoming Calls & Texts
You can receive calls and texts from anywhere, free of charge.

✔️ UK Mobile Number
You’ll get a real UK mobile number to use on forms, bookings, and with family and friends.

✔️ Free Wi-Fi on the London Underground
Connect at over 250 Tube stations. Once registered, your phone auto-connects every time.

✔️ Exclusive UK Offers via Three+ Rewards App
Get access to special deals from Cineworld, Caffè Nero, Uber Eats, and more.

✔️ Use Your Phone as a Hotspot
Share your data with other devices.

Your UK & Europe SIM or eSIM is valid for 1 calendar month from activation.

What does “1 month” mean?
It means from the date you activate and start using your SIM/eSIM through until 11:59pm on the same date of the following month unless the next month has few days. For example:

• If you activate it on 28 December, it expires at 11:59pm UK London time zone on 28 January

• If you activate it on 31 January, it expires at 11:59pm UK London time zone on 28 February

• If you activate it on 27 February, it expires at 11:59pm UK London time zone on 27 March

What happens after it expires?
You have two options:

• Recharge the same SIM/eSIM via our website

• Or, buy two or more SIMs/eSIMs and simply switch to the next one when your first expires

This setup is ideal if you're travelling longer than one month.

Your UK & Europe SIM or eSIM is valid for 1 calendar month from activation.

What does “1 month” mean?
It means from the date you activate and start using your SIM/eSIM through until 11:59pm on the same date of the following month unless the next month has few days. For example:

• If you activate it on 28 December, it expires at 11:59pm UK London time zone on 28 January

• If you activate it on 31 January, it expires at 11:59pm UK London time zone on 28 February

• If you activate it on 27 February, it expires at 11:59pm UK London time zone on 27 March

What happens after it expires?
You have two options:

• Recharge the same SIM/eSIM via our website

• Or, buy two or more SIMs/eSIMs and simply switch to the next one when your first expires

This setup is ideal if you're travelling longer than one month.

Yes, your UK & Europe SIM or eSIM works across the entire United Kingdom, including:

• England

• Scotland

• Wales

• Northern Ireland

While in any of these areas, you can:

• Use your included data

• Make unlimited calls to UK landlines and UK mobiles (including others on our SIM)

• Send unlimited texts to UK mobiles (including others on our SIM)

Republic of Ireland note:
Yes, your plan includes roaming in the Republic of Ireland, with no roaming data limits.

Yes, your UK & Europe SIM or eSIM includes roaming across 30+ European destinations.

📞 Unlimited Calls & Texts While in Europe
When visiting any of the supported European destinations, you can:

• Call and text UK landlines and mobiles

• Call and text local numbers in the country you’re visiting

• Call and text other European countries on the list

• Contact other people using our SIM, no matter where they are

🌐 Use Your Data While Travelling Europe
Due to roaming rules, part of your data can be used while you're in Europe:

• 10GB plan: 6GB usable in Europe

• 30GB plan: 12GB usable in Europe

• 60GB plan: 18GB usable in Europe

• Unlimited plan: 30GB usable in Europe

Need more data? Simply purchase an additional SIM or eSIM.

🌍 European Destinations Included:

A–D:
Aland Islands, Austria, Azores, Balearic Islands, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark

E–L:
Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg

M–R:
Madeira, Malta, Martinique, Mayotte, Netherlands, Norway, Poland, Portugal, Réunion, Romania

S–V:
Saint Barthelemy, Saint Martin, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City

Your UK & Europe SIM or eSIM is valid for 1 calendar month from activation. For example, from 4 April to 4 May. If you activate on 29, 30, or 31 January, it expires on 28 (or 29) February.

However, European mobile networks impose a maximum roaming limit of 30 continuous days in Europe (outside of the UK). This is due to EU network rules beyond our control.

🔁 Can I recharge after the first month?

• ✅ Yes, if you're not in Europe for more than 1 continuous month

• ❌ No, if you're in Europe (outside of the UK) for over 30 continuous days

Tip: If you need more than 1 month in Europe, buy 2 or more SIMs/eSIMs and switch when the first expires.

🧭 Example 1: John is only visiting Europe

• France (2 weeks) → Italy (3 weeks) → Spain (1 week)

• That’s over 1 month continuously in Europe
  ✅ John needs two eSIMs/SIMs:
  One for the first month, and one for the rest of his trip.

🧭 Example 2: Tabitha is visiting Europe & the UK

• France (3 weeks) → UK (1 week) → Spain (3 weeks)

• She’s never in Europe for more than 1 continuous month
  ✅ Tabitha can recharge her SIM after 1 month and keep using it.

Being in the UK resets the 30-day roaming limit, allowing you to continue using or recharging your plan in Europe after a break.

No. Brexit does not affect how our SIM or eSIM works in Europe.

While some UK mobile providers now charge a daily roaming fee for use in Europe, our SIM and eSIM do not.

✅ There are no extra daily charges to use your UK & Europe SIM or eSIM in any of the included European countries.
✅ You still get access to your included data, calls, and texts without additional fees.

The SIM or eSIM won’t work while your cruise ship is in open waters.

It will only connect when you're:

• Docked at a port, or

• Very close to shore (within land-based mobile coverage)

Once you're out at sea, mobile signals are no longer available from land towers. Cruise ships may offer onboard Wi-Fi or satellite services instead, which are separate from your SIM/eSIM plan.

Activating your SIM or eSIM is quick and easy, with no tech skills required.

📦 For physical SIM Cards:

1. When your SIM arrives, go to the activation website listed on the SIM Card.

2. Enter the date you want your SIM to start working.
   ✅ That’s it! You can activate from anywhere in the world: Australia, the UK, Europe… even the Moon!

📱 For eSIMs:

1. We’ll email you a QR code after purchase.

2. Open your phone’s camera and scan the code.

3. The eSIM will install automatically in just a few minutes.

No waiting. No tech jargon. Just a simple setup so you're ready to go before you even board the plane.

Yes, plan ahead and buy now, even if your trip is months away.

You can purchase your UK & Europe SIM or eSIM up to 24 months in advance.
Just choose your activation date when you’re ready because the 30-day validity only starts from that selected date.

✅ Buy now, activate later
✅ Valid for 2 years from date of purchase
✅ Great for organised travellers who like to sort things early

Your future self will thank you.

Yes, you can find out your UK number before you fly.

Once you receive your SIM or eSIM, just email us with your SIM/eSIM serial number and we’ll send you your UK mobile number.

That way, you can:

• Share your number with family and friends

• Add it to your baggage labels

• Include it on travel or government forms

✅ Peace of mind before you even board the plane.

Yes, your phone must be network unlocked to use our UK & Europe SIM or eSIM. But it's probably already unlocked, but you might want to check to make sure.

📱 How to check if your iPhone is unlocked:
Go to: Settings > General > About
If it says “No SIM restrictions” next to Network Provider Lock, your iPhone is unlocked.

📱 For other phones:
Insert a SIM card from a different provider and restart the phone.

• If the new provider’s name shows: ✅ Your phone is unlocked

• If you see an error (e.g., Invalid SIM): ❌ Your phone is locked — contact your provider to unlock it

🔓 Need help unlocking?
Check these helpful pages for more info:

• Apple: Unlocking an iPhone

• Telstra Unlock Info

• Optus Unlock Info

• Vodafone Unlock Info

Nothing changes. Everything on your phone stays the same.

When you insert or activate our UK & Europe SIM or eSIM:

• Your contacts, apps, photos, emails, and settings all stay exactly as they were

• Everything is stored on your phone, not the SIM

• Your WhatsApp number and conversations won’t be affected, they’ll still be there as normal

✅ There’s no risk of losing any data
✅ Just pop in the SIM or activate your eSIM, and you’re good to go

Yes, you can use your phone as a personal hotspot.

Share your mobile data with other devices like your:

• Laptop

• iPad or tablet

• Games console

• Travel companion’s phone

✅ Great for working remotely or streaming on the go
✅ No extra setup, just enable hotspot in your phone’s settings

Yes, you can recharge your SIM or eSIM if you’re staying longer than a month.

• Recharges can be made directly on our website

• Use your Australian credit card to top up

• You can keep recharging month after month if needed

• ⛔ Unused data does not roll over

🗺️ Important roaming note:
Due to European roaming rules, you can only use the SIM/eSIM for 1 continuous month in Europe.
However, the 1-month roaming limit resets if you return to the UK during your trip.

✅ Staying longer in Europe? Simply buy two or more SIMs/eSIMs to cover your full stay.

Keeping track of your data is simple.

Just log in to your account at Three.co.uk to view your:

• Remaining data balance

• Usage history

• Plan details

✅ Quick and easy access from your phone or laptop
✅ No app required, just visit the website and sign in

Yes, you can use WhatsApp and FaceTime just like normal.

✅ WhatsApp:

• You’ll keep your Australian number, contacts, and chat history

• No setup needed and WhatsApp works automatically

• You can send and receive messages and make audio/video calls

• Calls use your mobile data (4G/5G) or Wi-Fi

• Free to use over data with no call or SMS charges

✅ FaceTime:

• You can make FaceTime audio and video calls as usual

• FaceTime uses mobile data or Wi-Fi

• No extra costs because it’s just part of your data usage

💡 Both apps are perfect for staying in touch with friends and family while overseas, without international call fees.

Yes, but calling and texting Australia or Europe from the UK costs extra.

📞 Calling & texting Australia:

Calling or texting Australian mobile or landline numbers is not included in your plan.
If you want to use traditional calls or SMS, you’ll need to purchase a recharge voucher from our website after you receive your SIM. You can pay with:

• Australian credit card

• Apple Pay / Google Pay

• PayPal

💡 Most travellers skip this and use WhatsApp, FaceTime, or Messenger, which are free to use over your data.

UK to Australia rates:

• £0.03/min to call

• £0.25 per SMS

• £0.40 per MMS

Europe to Australia rates:

• £1.40/min to call

• £0.35 per SMS

• £0.40 per MMS

🌍 Calling & texting European numbers:

✅ When you’re in Europe, you get unlimited calls and texts to:

• Local numbers in the country you’re visiting (e.g., French numbers while in France)

• Other European destinations included in your plan (e.g., call Spain from Italy)

• UK landlines and mobiles

• Anyone else using our SIM/eSIM

⛔ When you’re in the UK, calling and texting Europe numbers is not included. You’ll need to buy a recharge voucherto make those calls.

💡 Reminder: The Republic of Ireland (Dublin) is part of Europe (not the UK) so UK-to-Ireland calls also require a recharge.

👉 See full “Pay As You Go” call/text rates here.

The SIM/eSIM runs on Three UK which is the UK’s fastest 5G mobile network according to Speedtest.net during its Q1-Q2 2025 testing.

🇬🇧 In the UK:

• Your SIM/eSIM uses the Three UK mobile network

• Three is the UK’s fastest 5G network (based on Speedtest® Awards)

• Combined 3G, 4G, and 5G coverage reaches 99% of the UK’s outdoor population

You can check specific coverage for your destination by entering a postcode into the Three UK coverage map.

🇪🇺 In Europe:

• The SIM/eSIM automatically roams onto local Tier 1 networks

• This ensures strong coverage and fast data speeds across over 30 European countries

💡 No need to switch SIMs or do anything because your phone connects to the best available partner network.

Expect fast and reliable 4G/5G speeds across Europe with your UK & Europe SIM/eSIM.

When travelling in Europe, your SIM/eSIM connects to Tier 1 roaming networks which are the top-level, high-quality providers in each country.

✅ 4G and 5G speeds are available in most major cities and tourist areas
✅ Strong coverage for browsing, streaming, video calls, and GPS navigation
✅ Automatic network switching ensures your phone connects to the best local provider

💡 Data speeds may vary based on your location, the local network’s infrastructure, and your phone model, just like they do in Australia.

Rest assured, we’ve tested the network partners in over 30 countries to ensure you get dependable, high-speed mobile internet during your UK and European adventure.

Yes, our Rapid Response Support Team is ready to help 7 days a week.

Whether you’ve just landed at 5am at Heathrow or are dining out in Madrid at 10pm, we’re here for you.

You can contact our Support Team via:

• 📧 Email

• 💬 WhatsApp message

We know international travel can be stressful, especially after a 24-hour flight, so we make sure help is just a message or call away.

💡 No chatbots. No bouncing between departments. Just real support from real people, ready to solve your problem quickly and clearly.

We offer fast, reliable delivery from our Sydney office, with both standard and express options available. Or if you order eSIM nothing is sent in the post (instead we email you a QR code).

📦 All orders are dispatched the next business day after purchase.

• Order on Friday? It ships Monday.

• Order on Tuesday? It ships Wednesday.

You can choose between:

• Standard Delivery (estimated 4-7 business days)

• Express Delivery for faster service

🛫 Perfect for Aussie travellers who like to plan ahead because your SIM arrives quickly, so you’re set up before takeoff.

For full details, visit our Shipping & Delivery Info page.

We accept all major payment methods, and your checkout is fully secure.

You can pay using:

• Credit Cards – Visa, Mastercard & American Express

• PayPal

• Apple Pay

• Google Pay

Our entire website, including the checkout page, is protected by SSL encryption (Secure Sockets Layer). This ensures that your personal and payment information stays private and secure.

Safe, fast, and flexible, just the way online checkout should be.

We offer a full refund if your SIM or eSIM doesn’t work, with just a few simple conditions.

We stand behind our product with a 100% money-back guarantee if your SIM or eSIM is faulty or defective and doesn’t work.

To claim:

1. Contact us via WhatsApp (+44 7882 165545) or email help@ukprepaidsimcard.com.au within 24 hours of arriving in the UK/Europe.

2. Include your name and order number and a detailed description of the issue.

3. Give us up to 24 hours (often just 1–2 hours) to resolve the issue.

4. If we can’t fix it, we’ll give you a full refund of what you paid.

📵 Money-back guarantee does not apply if:

• Your phone is network locked

• Your phone is not compatible with UK/Europe networks

• You didn’t follow activation/setup instructions

• You don’t contact us within 24 hours of arrival

• You wait until returning to Australia to report a problem

We’re committed to great service and fast support, and we’ll always do our best to get you connected.

Yes, but only if you recharge it within 6 months.

You can reuse your UK & Europe SIM or eSIM for future travel, as long as you recharge it within six (6) months of the last activation or top-up.

• For most travellers, this means six months from the original activation date.

• After six months of inactivity, the SIM/eSIM is permanently cancelled by the mobile network (Three UK).

• Once cancelled, it cannot be reactivated, and the UK mobile number cannot be retrieved.

💡 Tip: It’s usually cheaper and easier to buy a new SIM or eSIM rather than recharging an old one, especially if it’s been a while since your last trip.

Yes, our website is fully protected by SSL encryption.

Our entire website (including the checkout page) is secured using SSL (Secure Sockets Layer) technology.

🔒 What does SSL do?
SSL encrypts (scrambles) the information sent between your device and our website. That means details like your credit card number, email address, and other personal data are safely protected from anyone trying to intercept them.

💳 When you shop with us, your payment and personal details stay private and secure.

We don’t have a shopfront, but if you’re in Melbourne, we can come to you.

We don’t operate a physical office or retail store. But if you’re located in Melbourne, Australia, we now offer a personal setup service.

📦 Here’s what we offer:

• We deliver the SIM Card directly to you

• We help install the SIM into your phone

• We activate your SIM for you

• We set up the Three UK app on your device

💰 The cost for this hands-on, personalised service is $150 AUD.

📩 Want to book or learn more?
Just email us at info@ukprepaidsimcard.com.au and we’ll take it from there.