FAQ
What kind of services does TEL-U App provide?
TEL-U App is a brand-new network and telecom service platform. We provide virtual numbers with voice calls and SMS services and SIM card with network data according to your needs. All of our services don't required any lifetime contracts and we also provide live customer support.
How do I obtain and activate the data plan?
Please add the TEL-U SIM card with your account in TEL-U App. After inserting the SIM card, make sure to turn on "Cellular Data" and "Data Roaming" in your system settings. The data plan will be activated immediately once the internet signal is received.
How many data plan can I obtain with one account?
You can purchase unlimited data plans with each TEL-U SIM card. TEL-U SIM card must be activated within the valid activation period. If you have purchased multiple data plans for the "same" country, the activation order of plan will start form the oldest one to the latest purchase. if you have purchased multiple data plans for "different" countries at the same time, the system will automatically activate or switch the data network package according to the local network signal .
How does the data plan calculated with days?
The calculation starting date is based on the activation time of the data plan, and the settlement ends at 23:59 (GMT +8) every day.
How to deactivate data plan?
If you need to activate the next plan, while the current plan has not expired/the data has not been used up, you need to deactivate the plan you are currently using before using the new plan. (It may happen when you want to travel to another country, or If you want to purchase other telecommunications, or the current data has been used up but not yet expired... etc.) After deactivating the network, if you turn on the internet, this App will automatically capture the internet plan of the current location, and it will be activated immediately after connecting internet successfully. Please confirm that you have arrived at the destination country first, or have purchased necessary plan. If the user deactivates the plan by himself, there will be no additional refund.
How to activate the global multi-country plan?
If you purchase a global multi-country plan, this plan will be activated according to your location. If you have to travel from Taiwan to Japan and Singapore today, please do not activate it after you purchased it in Taiwan. Activate and connect the internet after you have arrived in Japan. It can be used after the connection is turned on successfully.
How to activate the first country in the global multi-country plan?
If you already have used an internet plan in Taiwan, please disable the current plan after you arrive at the destination, and then reconnect it with the local network. You can use it after successfully connecting.
How to activate the second country in the global multi-country plan?
If you are about to leave Japan for Singapore, please turn on the airplane mode while on the plane, and then turn on the Internet after arriving in Singapore. After connecting the Singapore Internet, the second country plan will be activated.
Which countries does the TEL-U Data plan support?
Network supported countries: 📍 Asia: Taiwan, Japan, Korea, Thailand, Hong Kong, Malaysia, Singapore, Macau, China, Vietnam, Cambodia, Indonesia, Laos, Philippines, Myanmar, United Arab Emirates 📍 North America: United States, Hawaii / Puerto Rico, Canada 📍 Oceania: Australia, New Zealand, Tasmania 📍 Europe: Turkey, France, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Russia, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta , Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Andorra, Switzerland, Cyprus
How to TEL-U SIM card ?
After receiving the TEL-U SIM card, please go to the homepage TEL-U App and click on "Bind SIM Card" and follow the instructions to complete the card binding. After inserting, feel free to purchase a plan in the data store. Plug in the card to turn on mobile data and data roaming and wait for the network connection. (The plan will only be activated once you arrive in the country of the plan you purchased).
Do I have to purchase a SIM card to use the TEL-U App?
If you wish to get a TEL-U App data plan, please purchase a TEL-U SIM card from the App first and make sure to add it to your account in order to receive network signals. If you wish to make any voice calls and text messages, there is no need to use TEL-U Sim card. You can get a "TEL-U number" along with your desired country plan without a SIM card.
Can the SIM card be reused?
You can only add one SIM card at a time for each user account. If your data plan expires, you can purchase another data plan directly from the TEL-U App without getting another SIM card. It will be activated as soon as the network signal is received.
Which kind of mobile phone model can install and use TEL-U SIM card?
TEL-U provides 3-in-1 SIM cards, including NANO, MICRO and NORMAL SIM. They are suitable for most of the mobile phones.
What services can stored value TEL-U points be used for?
If you wish to purchase our services such as data plans, TEL-U number, calls or SMS services in App, you could purchse our prepaid TEL-U points in order to to purchase anything in the TEL-U App.
How to deposit TEL-U points?
Click on the "Recharge TEL-U points" on the homepage in TEL-U App, then feel free to make a payment with credit cards or convenience stores code to refill TEL-U points in your account.
Can I get a refund after deposit?
Consumers who shop online can enjoy a seven-day cooling-off period from the day after the goods arrive in accordance with the provisions of the Consumer Protection Law. However, the cooling-off period is not a trial period. Any order that needs to be refunded must pay a service fee of NT$50 and a remittance fee of NT$30 for every single order (local bank accounts are exempt from bank remittance fees). We will remit the deducted amount to the amount provided by you.
Why do I need to verify identity?
In order to comply with local telecom business regulations, some services (such as the purchases with Taiwanese phone number) will required a identity verification before buying. Please prepare two kinds of ID certificates and verify your identity in the "Account Settings".
How long will the identity verification Application be verified?
The identity verification will be verified within 1-3 days. If the provided information does not pass the verification requirements, we will inform the issue to you to review ask to resubmit again.
How to obtain and renew TEL-U number?
There is no need to purchase a SIM card, just click on the "TEL-U Number" on the homepage in App. You may use your TEL-U points to purchase a virtual number for your desired country. The validation of the virtual number is 90 days at the minumum option. Please make sure to renew before it expires.
Can I send and receive text messages or make calls after obtaining TEL-U number?
Once you purchase a TEL-U number, you can start using SMS services and make calls with the App. All text messages or call services will be charged with TEL-U points.
Can I have multiple TEL-U numbers at the same time?
You can only have one TEL-U Number attached to your account.
What is an eSIM card?
An eSIM is a SIM card that is embedded in a mobile device and can connect you to any operator offering eSIM services. Furthermore, the e-SIM works the same way as a traditional SIM card, but you don’t need a physical SIM card to use it. It is pre-installed in the device and you can activate it by installing the “eSIM profile” of a new operator.
List of eSIM enabled mobile devices.
－Apple：iPhone 14 series、iPhone 13 series、iPhone 12 series、iPhone 11 series、iPhone XS Max、iPhone XS、iPhone XR、iPhone SE 2、iPhone SE 3 －Google：Pixel 7 Pro、Pixel 7、Pixel 6a、Pixel 6 Pro、Pixel 6、Pixel 5、Pixel 4a(5G)、Pixel 4a、Pixel 4 XL、Pixel 4 －OPPO：Find X3 Pro、Find X5 Pro
How do I get TEL-U eSIM?
You can purchase eSIM plan through TEL-U App. No need to buy another SIM card. You can easily connect to the internet without waiting for delivery and paying additional setup fees. ※After opening the TEL-U App, the system will automatically determine whether eSIM service available on your device. If your device doesn't surpport eSIM service, you can't buy eSIM plan in TEL-U App.
How to activate an eSIM?
After purchasing the eSIM plan, you will receive the eSIM activation QR code in the email you filled in when purchasing, and you can also view the QR code and related activation information in TEL-U App. [iPhone] 1.Open the Camera App and scan your QR code. 2.When the Cellular Plan Detected notification appears, tap it. 3.Tap Continue, at the bottom of the screen. 4.Tap Add Cellular Plan. [Android phone] 1.go to Settings > Mobile network > Operator. 2.select Add operator. 3.use your camera to scan the QR code on your eSIM pack and once recognised your eSIM 04.will automatically begin downloading. ※Once the eSIM is activated, it cannot be suspended.
Can I use mutiple eSIM at the same time?
Yes. Up to 2 eSIMs can be used on one device at the same time. For instance, If you have installed a Hong Kong eSIM plan in the TEL-U App, but you want to go to Japan temporarily. Then, you do not need to remove the installed Hong Kong eSIM plan, you can just purchase and install your Japanese eSIM plan.
Can I still use my SIM Card after installing eSIM?
Yes, you can use both of SIMs at the same time, your primary card for calls and message, and the eSIM for internet. For instance, if you’re traveling abroad, you can get an international eSIM to get cheap mobile data, then switch to the physical SIM once back in your country and activate your local plan. In this way, you not only avoid changing physical cards which can cause you to lose your card in the process but also remain reachable by your contacts.
Can the e-SIM be reused?
Each eSIM exists independently and cannot be used after the validity period expires. If you need to increase the traffic or the number of days, you need to re-purchase through TEL-U App.
Can eSIM be stopped midway?
Once the eSIM plan is activated, it cannot be suspended, and the number of days will start to be counted after activation. ※Notice! To activate an eSIM on your device you will need a WiFi or cellular connection. After the download is complete, it will be automatically activated. It is recommended that you scan eSIM QR code on the day you leave the country.
Is there an additional cost to activate eSIM?
The TEL-U eSIM plan does not require additional setup fees. You can switch and install eSIM at will with peace of mind.
