Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Note: If you do not find your device listed, go to Settings, then Connections and select SIM Card Manager. If you have the "Add eSIM" option, your device supports eSIM.

Amigo Sin Límite eSIM activation for tourists

THESE TERMS APPLY TO ALL INDIVIDUALS WHO PURCHASE AND USE SERVICES OFFERED THROUGH AN eSIM IN PREPAID MODE, INCLUDING THIRD PARTIES WHO USE THE ASSOCIATED SERVICE, WHETHER OR NOT THEY HAVE READ THESE TERMS. YOU AGREE TO BE RESPONSIBLE FOR ANY USE MADE BY YOU OR THIRD PARTIES.

BY PROCEEDING WITH THE PURCHASE, INSTALLATION, OR USE OF THE SERVICE, YOU AGREE TO BE SUBJECT TO THE TERMS AND CONDITIONS SET FORTH IN THE PREPAID CONTRACT OF ADHESION AVAILABLE AT WWW.TELCEL.COM/CPSTELCEL, AS WELL AS THE CURRENT COMMERCIAL OFFER FOR THE AMIGO SIN LÍMITE RATE PLAN. IF YOU DO NOT AGREE WITH ALL THE TERMS AND CONDITIONS OF THE SERVICE, DO NOT PURCHASE THE SERVICE, DO NOT INSTALL THE eSIM ON YOUR DEVICE, AND DO NOT CLICK "ACCEPT."

^{Purchase of Amigo Sin Límite eSIM for tourists}

To purchase an eSIM you must scan the QR code placed in our advertisements or go to https://www.telcel.com/travel-to-mexico/esim-english.

Through Mi eSIM Telcel for tourists portal, Telcel will provide you with available Amigo Sin Límite initial top-ups for line activation and subsequent top-ups. By proceeding with the purchase, you confirm that you have an unlocked device that is compatible with Telcel's network and eSIM Technology. Please check your device's compatibility before purchasing an Amigo Sin Límite eSIM for tourists.

When purchasing an Amigo Sin Límite eSIM for tourists, you are acquiring an Amigo de Telcel prepaid line activated with the Amigo Sin Límite rate plan. Please review the terms and conditions of the Amigo Sin Límite rate plan at www.telcel.com/amigo.

Once you have purchased an Amigo Sin Límite eSIM for tourists, you have one year from the purchase date to install the eSIM and activate the initial top-up. After this period, services will no longer be available for use.

^{eSIM Installation and line activation}

Install eSIM on your device once you have arrived in Mexico. Activation of initial top-up and beginning of validity period will occur once you have installed the eSIM on your device.

eSIM Installation:

a)      Scan the QR code sent to your purchase email or available in Mi eSIM Telcel portal.

b)      Click the direct download button (sent to your purchase email) using your device.

c)       Entering the information manually according to your device's Operating System.

IMPORTANT: TO INSTALL THE eSIM, THE DEVICE MUST BE CONNECTED TO THE INTERNET VIA A WIFI NETWORK.

Once the eSIM is installed, you can start using the Amigo Sin Límite service acquired.

General Conditions

If eSIM is deleted from your device, line number can only be recovered on a physical SIM at a Telcel Customer Service Center. The line must be in the Active phase of the Amigo System Life Cycle (www.telcel.com/cicloamigo) to process this request. If you wish to activate an eSIM line again, you must purchase a new one. In this case, a new line number will be assigned. IT IS NOT POSSIBLE TO RECOVER THE eSIM LINE NUMBER.

^Payment

Payment will be processed by a service provider authorized by Telcel. Please review the payment processor’s information and privacy policy before making the payment.

During the payment process, you may choose to save your payment method under the service provider's (payment processor’s) management. This will allow future purchases through Mi eSIM Telcel portal to automatically retrieve the information without requiring you to type it again. You may delete the payment method at any time. The registered payment method information cannot be modified; if a change is required, you must delete the previous payment method and register a new one.

^{Refund Policy}

You may request a full refund in the following cases, provided that you meet the specific requirements and the request is made within 10 days of purchase:

1.       Error in eSIM plan purchase

·         Refund applies if:

o   Payment was processed, but the eSIM and/or phone number was not delivered.

o   The same eSIM plan was charged twice.

o   The amount charged was incorrect.

o   The eSIM plan is not active.

·         Refund does not apply if:

o   The purchase was not made through official channels (https://www.telcel.com/travel-to-mexico/esim-english or My eSIM Telcel).

o   The eSIM plan was activated and has been used or is in use.

o   You attempted to use the eSIM on an incompatible device without verifying requirements.

2.       The eSIM Could Not Be Installed Correctly

·         Refund applies if:

o   Payment was processed, but the eSIM was not installed correctly on the device.

o   The eSIM plan is not active.

·         Refund does not apply if:

o   The eSIM plan is active and has been used or is in use.

o   The problem is with the device (incompatibility, carrier lock, etc.).

o   The purchase was not made through official channels (https://www.telcel.com/travel-to-mexico/esim-english or My eSIM Telcel).

o   You deleted the eSIM without completing the installation (stopped the installation process).

o   You did not correctly configure the network settings.

3.       Problems Connecting to the Telcel Network

·         Refund applies if:

o   The line is active, but you have not used the eSIM plan (Minutes, SMS, or Data).

o   It is confirmed that the problem is with the Telcel network.

o   You do not wish to wait for a technical solution.

·         Refund does not apply if:

o   The purchase was not made through official channels (https://www.telcel.com/travel-to-mexico/esim-english or My eSIM Telcel).

o   You have used the benefits of the eSIM plan (Minutes, SMS, or Data).

o   The problem is due to the device's incompatibility with the Telcel network or eSIM technology.

4.       You No Longer Want the eSIM After Purchase

·         Refund applies if:

o   You request the refund within the first 10 days after purchase.

o   The line is pre-activated (not installed or used).

o   Payment was successfully processed.

·         Refund does not apply if:

o   The eSIM was installed, and the phone line is active.

o   You have used the benefits of the eSIM plan (Minutes, SMS, or Data).

o   The request is made after 10 days from purchase.

Important: Refunds will not be issued for unrecognized charges. These must be reported to the corresponding bank.

If you delete the eSIM previously installed on your device with a current eSIM plan, no full or partial refund will be issued for the eSIM plan.

To report any incident, you can contact us toll-free at 800 8232 686 from within Mexico. Press option 4, then 0 to speak with an agent. Make sure to provide the email address, the folio number, your name, and the amount of the eSIM plan associated with the purchase.

Refunds are processed within 1 to 10 business days, depending on the banking institution with which the purchase was made.

Customer Service

For customer service regarding to the purchase, installation, and activation of the eSIM with line and Amigo Sin Límite service for tourists, please contact Telcel toll-free at 800 8232 686 from within Mexico. Press option 4, then 0 to speak with an agent.

For any questions or clarifications related to the Amigo Sin Límite service, contact *264 from your Telcel line or visit any of our Telcel Customer Service Centers nationwide. Additional customer support channels are available at www.telcel.com/contacto.

What is eSIM?

The eSIM is an evolution of the physical SIM card, it is directly integrated into your device. This technology removes the need of a physical card and offering a huge advantage for international travelers.

I did not receive my purchase receipt by email. What should I do?

If you cannot find the email with your purchase receipt in your inbox or spam folder, please contact us toll-free at 800 8232 686 from within Mexico. Select option 4, then 0 to speak with an agent. Make sure to provide the email used during the purchase, the order/transaction number, your name, and the amount of the purchased eSIM plan.

What should I do if I do not receive the email with the information to activate my eSIM?

If you do not find the email with the information to activate your eSIM in your inbox or spam folder, you can find the QR code to activate your eSIM by log in to Mi eSIM Telcel portal, you will only need the email you used during the purchase.

None of the options that I received by email to activate my eSIM work. What should I do?

There are several reasons why you might have problems to activate your eSIM. Here are some of the most common causes and their solutions:

1.     Compatibility of your device. Check that your device is compatible with eSIM. A quick way to confirm this is to go to Settings, then to Connections and select SIM Card Manager. If the “Add eSIM” option is available, then your device is compatible.

2.     Scanning the QR code from Settings/Device Settings. You must not scan the QR code directly with the camera. Check your device settings and follow the correct QR code scanning process. For more details, please refer to the activation guide we sent you by email or find it on Mi eSIM Telcel portal.

3.     WiFi network connection. To install your eSIM and activate your eSIM plan, you must be connected to a stable Internet network, avoid using mobile data. If you are not connected, you will not be able to activate it correctly.

4.     Try to download your eSIM more than once. Keep in mind that the download button and the QR code of your eSIM plan can only be used once. If both have already been used, you may receive an alert message on your device: “Unable to add data plan” or “Invalid activation code”.

I tried to activate my eSIM and I got a message on my device that the cellular plan cannot be added, what should I do?

Before retrying to activate your eSIM, please verify the following:

1.     Make sure your eSIM-enabled device is not blocked for installation and activation of eSIM. If it is blocked, contact your mobile Operator or device manufacturer for more information.

2.     Confirm that you are connected to a stable WiFi network with a strong signal.

Once you have checked these, try to activate your eSIM plan again.

I scanned my QR code with the camera and the eSIM was not downloaded, how can I retrieve it?

Please keep in mind that you must not use the camera application to scan the QR code, the scan process must be done through your device settings, in the option to Add a mobile plan. This ensures that the installation of the eSIM will be correctly completed.

If it was not possible to download the eSIM, you could get a physical SIM with your same number at the nearest Telcel Customer Service Center.

Can I transfer the eSIM from one device to another?

If you want to transfer your eSIM number to a new device, you can do it to a physical SIM at the nearest Telcel Customer Service Center. This will allow you to keep your number active.

When should I install the eSIM?

We strongly recommend to install and activate your eSIM once you have arrived at your destination, make sure you have a strong Internet connection and follow the setup steps on your device. For more details, you can refer to the activation guide for iOS or activation guide for Android.

Do I need to activate data roaming to use my eSIM number?

It is not necessary to activate data roaming during your stay in Mexico. If you are traveling from Mexico to the United States or Canada, you will need to activate Data Roaming for your eSIM number. For more details, please refer to the activation guide.

When does the validity of my eSIM plan start?

The validity of your eSIM starts from the moment you install and activate the eSIM on your device by clicking the download button or scanning the QR code.

Where can I check the data usage of my eSIM plan?

You can check your data usage, buy more data or purchase new eSIMs logging in to Mi eSIM Telcel portal.

If the data included in my eSIM plan runs out, how can I buy more?

You can purchase more data logging in to Mi eSIM Telcel portal.

What happens once the validity period of my plan expires?

At the end of the plan term, the Megabytes (MB) that you have not used will be lost. But you can purchase more data logging in to Mi eSIM Telcel portal.

How many eSIM plans can I buy?

You can buy as many eSIM plans as you need for you and your companions.

I deleted the eSIM from my device, how can I get it back?

If you deleted the eSIM from your device, you can only get a physical SIM with your same number at the nearest Telcel Customer Service Center .

If I activate my eSIM on my device, can I use WhatsApp or another messaging platform with my main number?

Yes, you can keep your main number on WhatsApp without any additional configuration. If you choose not to activate the eSIM number on WhatsApp, you will continue using your main number.

Is my device unlocked to use Telcel's eSIM?

To identify if your device is unlocked, you can follow these steps:

1.     If you purchased your phone directly from the manufacturer's store (Apple, Samsung, etc.), it is probably unlocked. If you purchased it through a telecom provider (T-Mobile, Verizon, Orange, Vodafone, etc.), it may be tied only to that carrier.

2.     If your device supports physical SIM insert a different one than your carrier's SIM. If you can make a call or send a text message then your device is unlocked and ready for use with eSIM.

3.     For Apple devices, go to Settings > General > Information > Carrier Lock. There you can check if your device is unlocked.

How do I know if my device is eSIM compatible?

You can check some eSIM compatible models here. If your device is not in the list, go to Settings, then to Connections and select SIM card management. If the “Add eSIM” option is available, then your device supports eSIM. To be on the safe side, check with the manufacturer for compatibility.

Where can I get an eSIM if I am already in Mexico?

Now you can purchase a prepaid eSIM through our website at www.telcel.com in a very simple and easy way or if you already have a prepaid eSIM you can purchase more eSIMs logging in to Mi eSIM Telcel portal.

On which number will the data of the eSIM plan I purchased be consumed?

The data will be consumed in any of the two numbers you have as active, it will depend on how you configure the data of the Telcel eSIM number. To use only the data of Telcel eSIM and for more details you can check the activation guide for iOS or activation guide for Android.

How do I remove the eSIM from my device?

To remove the eSIM depends on the device where you have installed it:

iOS devices:

1.     Go to Settings and press Cellular Network

2.     Select the eSIM you want to remove and scroll to the end

3.     Click Remove eSIM

Android devices:

1.     Go to Settings and press Connections

2.     Select eSIM Manager

3.     Choose the eSIM you want to remove and click Remove

How do I change the eSIM number if I already have other numbers stored on my device?

To activate your eSIM, make sure you have a stable Internet connection and follow the setup steps on your device. For more details, you can refer to the activation guide for iOS or activation guide for Android.

What can I do if my device displays a message notifying there is not enough space to install the eSIM?

If your device notifies you that there is not enough space to install the eSIM, follow these steps:

1.     Check how many eSIMs you have installed on your device. Go to your device's settings in the “Mobile Plans” or “SIM Management” section.

2.     Remove an eSIM that you no longer use. Make sure that the eSIM you want to remove is no longer needed, as this action cannot be reversed.

3.     Try to install and activate your eSIM again. Once you have removed an eSIM, retry the installation process for the new eSIM.

I installed my eSIM but I do not have service, what can I do?

If you have already installed your eSIM but you do not have service, follow these steps:

·         Check that your eSIM is correctly installed. Go to your device's settings in the “Mobile Plans” or “SIM Management” section. Make sure your eSIM number is active.

·         Check your device settings. Verify that the Telcel eSIM number is set as the primary or default number for mobile data, calls and SMS.

·         Restart your device. Turn your device off and on so the network settings are applied correctly.

What should I do if I cannot logging in to Mi eSIM Telcel portal?

If you are unable to logging in to Mi eSIM Telcel portal, follow these steps:

1.       Verify your internet connection. Make sure you are connected to a stable WiFi network before you try to logging in to the portal.

2.       Confirm that you are using the correct email address. Verify that you are using the email address you used to purchase your eSIM.