Frequently Asked Questions
▶️ General
Convenience – Skip the long queue at airport to purchase Travel Sim Card/eSim.
Easy to use – Get connected and use the Sim Card/eSim once landing at your destination. Just ‘plug and use’ our travel SIMs and eSim to get online & relax and enjoy your journey.
Not More worry – Say goodbye to any hidden roaming charges with using GoGo Roaming Travel Sim Card and eSim.
Stay Connected and Hassle Free – Contact us via our WhatsApp’s support number if facing any issue during your trip.
Contact : 011-5430 6849 (WhatApps Chat Only)
Email : supportmy@gogoroaming.my
Our Travel Sim Card is valid 3 months after purchased & eSim Data plan is valid 30 – 90 days validity after receive the eSim QR email.
Kindly refer to our product page for more details or chat with us via our WhatsApp’s support number.
– 1GB/day :【Daily 1GB of 4G/5G high speed data and after finish high speed data will speed down to 128kbps (unlimited data with 128 kbps) and refresh new 1GB next day】
– 2GB/day :【Daily 2GB of 4G/5G high speed data and after finish high speed data will speed down to 128kbps (unlimited data with 128 kbps) and refresh new 2GB next day】
– 3GB/day :【Daily 3GB of 4G/5G high speed data and after finish high speed data will speed down to 128kbps (unlimited data with 128 kbps) and refresh new 3GB next day】
– Total 3GB – 50GB /15-30 days : 【Total 3GB ; 5GB ; 10GB ; 15GB ; 20GB ; 30GB ; 50GB of high speed data & speed down to 128kbps Speed with unlimited data after high speed data finished valid for 3-30 days usage】
Our Travel sim card/eSim can support hotspot sharing from mobile. It is depending on your mobile hot-spot sharing settings.
However, we recommend sharing for no more than one (1) device to ensure that the data speed is not too slow.
NO SUPPORT : Mi-Fi Device / Pocket Wi-Fi Device / Portable broadband device
Physical SIM Card Shipping Policy (Delivery Via Courier)
Free delivery for purchase above RM100 per order. Estimated delivery time is 2-5 business days within West Malaysia and 5-7 working days for East Malaysia via Gdex Courier. Our daily delivery cut off time for order is 11am , order placed before 11am will ship within same working day (Not Include Sat/Sun/Public Holiday)
- West Malaysia : Delivery fee is RM 6 per delivery
- East Malaysia (Sabah, Sarawak, Labuan) : Delivery fee is RM 15 per delivery
- Free delivery for purchase above RM100 per order, (west malaysia only)
- Order Before 11am will arrange ship out same working day
- Shipment arrangement during Monday – Friday Only (Not include Sat/Sun & Public Holiday)
Delay of delivery might happen due to public holiday or long weekend holiday.
For self-collection : , our office is available at 10-27 (Level 10 Unit 27), Menara Mutiara Central, Jalan Desa Aman 1, KL
Office Location for Pick up
Unit 10-27, (10th Floor) Menara Mutiara Sentral ,
Jalan Desa Aman 1, Cheras Business Centre,
56100 Cheras, Kuala Lumpur , Malaysia
Pick Up Time Available : 10am-4pm
(exclude weekend & public holiday)
Contact : 011-5430 6849 (WhatApps Chat Only)
Email : supportmy@gogoroaming.my
Waze : https://waze.com/ul/hw283ehh03
Video Guide : https://youtube.com/shorts/JgotRPdHMOQ?si=dhwXFfKP263xuJOw
Yes! Kindly advise your lalamove/grab driver proceed to our office at L10-27 , (Level 10 Unit 27), Menara Mutiara Central, Jalan Desa Aman 1, Cheras Business Centre, Kuala Lumpur to pick up your order.
You may inform your rider
1. Order number
2. Request the rider to inform lobby security to go up to level 10, unit 27
Office Location for Pick up
Unit 10-27, (10th Floor) Menara Mutiara Sentral ,
Jalan Desa Aman 1, Cheras Business Centre,
56100 Cheras, Kuala Lumpur , Malaysia
Pick Up Time Available : 10am-4pm
(exclude weekend & public holiday)
Contact : 011-5430 6849 (WhatApps Chat Only)
Email : supportmy@gogoroaming.my
Waze : https://waze.com/ul/hw283ehh03
Video Guide : https://youtube.com/shorts/JgotRPdHMOQ?si=dhwXFfKP263xuJOw
▶️ eSim
eSIM is a virtual SIM card that able to be inserted into a phone device.
- With eSIM, you no longer need to carry multiple physical SIM cards or worry about losing them.
- If you frequently travel and need to switch between different SIM cards, eSIM allows you to quickly and easily switch to a different carrier without the need to physically swap SIM cards.
- To use an eSIM, ensure you check your mobile device is eSim compatible, find the right plan and simply scan the QR code that we sent to your email, and you’re ready to go!
▶️ eSIM-Compatible Mobile List Check List : Click Me
Check in Phone Settings :
iPhone:
- Go to Settings > Mobile Services (or Cellular) > Add eSIM
- If you see the option to add an eSIM, your device supports eSIM.
Samsung:
- Go to Settings > Connections > SIM Manager
- If you see an Add eSIM option, your device supports eSIM.
Google Pixel:
- Go to Settings > Network & Internet > SIMs
- If you see Download a SIM instead?, your phone supports eSIM.
Other Android Phones (Oppo, Xiaomi, etc.)
- Go to Settings > SIM & Network > eSIM
- If there is an Add eSIM option, your device supports eSIM.
eSIM Data Plan Delivery Policy (Delivery Via email)
✅This is an eSim, Not a Physical SIM Card !
✅This is Data eSim Packages, Make Sure your mobile device is supported under eSim before ordering.
✅𝐎𝐧𝐜𝐞 𝐰𝐞 𝐬𝐞𝐧𝐝 𝐨𝐮𝐭 𝐭𝐡𝐞 𝐐𝐑 𝐜𝐨𝐝𝐞, 𝐢𝐭 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐧𝐨 𝐫𝐞𝐭𝐮𝐫𝐧 𝐚𝐧𝐝 𝐫𝐞𝐟𝐮𝐧𝐝
✅Please provide your email address to us as we are sending eSim Qr code to you via email within 12-24 hours after order received.
✅Please chat with us if you urgently need the eSIM QR after order placed.
Please add the eSIM on the same day with your departure to your travel destination.
In order to add the esim, you have to connect the WIFI or hotspot first.
1. Settings > Mobile Services/SIM Manager > Add eSIM/Add data plan
2. Click “Use QR Code”
3. Scan the QR code from email
4. Please waiting ACTIVATING until it done
Video Guide (iPhone) : Click Me (IOS)
Video Guide (Android): Click Me (Android)
To activate your eSIM data plan at your destination country:
1) When arrived at destination, please turn on your eSIM “Travel”
2) Mobile data > Select eSIM “Travel”
3) Turn on Data roaming for eSIM “Travel”
4) Done & Connected ☺️
Video Guide (iPhone) : Click Me (IOS)
Video Guide (Android): Click Me (Android)
It is recommended to scan and install the eSIM only on your departure date to avoid early activation.
- Some eSIM data package will activate immediately upon installation, even if you haven’t started using data.
- To maximize your validity period, it’s best to install it on the same day of your departure when you’re ready to use it.
❌ Cannot
Unfortunately, eSIM cannot be transferred to another device once it has been scanned and installed on the first device.
eSIM is digitally linked to the first device it is activated on. Once installed, it cannot be transferred to a second device.
▶️ Using our Travel Sim Card/eSIM in New/Locked Phones
Upon checking, this may have occurred on a very small number of brand new Samsung phones. This could be because your Samsung phone has not yet been unlocked to use overseas sim card other than Malaysia sim card.
Make sure you make at least 10 to 15 minutes local calls and receive calls to unlock the phone so it can be used with overseas SIM cards.
Not recommended to use our Travel Sim card with any phone models before 2021 or phone price less than RM1000.
Reason kindly refer to : Roaming Data SIMs & Older Phones: What You Need to Know!
Certain phones are “network locked,” which means they can only be used with specific plans.
You may need to checking with your contract with Maxis/Digi/Celcom/U-Mobile to verify whether your phone is “network locked.” or not.
If it is, you won’t be able to use any other Sim cards/eSim except those associated with the specific network under Telco.
▶️ Return & Refund Policy
In any case if your sim card/eSim do not work in your destination country, please contact our Technical Support Team immediately via WhatsApp at 011 – 5430 6849 (Chat Msg only) and we will assist in fixing the issue.
Kindly contact us first because sometimes unusable cards could be caused by wrong settings which can be easily fixed. Failure to contact us while you are overseas to resolve the problem will void your refund privilege.
Qualified refund cases are as follow :
a. SIM FAULTY – “NO SIM” detected in the phone. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer. However , we will replace eSIM to you if your phone is eSIM compatible. Please contact our Technical Support Team immediately via WhatsApp at 011 – 5430 6849 (Chat Msg only) during your trip.
b. Unshipped orders – If your order has not been shipped and you would like to cancel it. Refund minus RM10 cancellation fee. Note that once the product is collected or shipped, it is not applicable for refund.
c. Delayed shipment – If your order did not reach you within 4 working days and have passed your travel dates. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer.
There are also some scenarios whereby we are not responsible for a refund as follow :
a. Flight is cancelled or rescheduled – No refund is applicable for this but you can contact us via WhatsApp at 011 – 5430 6849 (Chat Msg Only) to extend your sim card validity for your postponed trip.
b. Unable to use Hotspot or access certain Apps – If you are able to use the data, but is unable to hotspot or access certain apps, this is due to the phone settings or software limitations which is beyond our control. Also, if you have reached data limit and the speed has been t throttle down, most apps will not be usable. Our cards are all hotspot enabled and accessing to apps are possible unless stated otherwise. Refund is not applicable for the said case.
c. Destination country Telco network down – Just like in Malaysia, sometimes Telco will face network issues resulting in disruption of services. This is beyond our control and we will keep you updated until issues are resolved. Refund is not applicable for the said case.
For cases not related to Telco network down and we failed to solve the problem within 24 hours (counted from the moment we acknowledged your problem), we will refund you when you come back from your trip.
Customer has to bear the return shipping fee and the refund process will take up to 7 working days, we will notify you via WhatsApp or email when it is completed.
- All shipping fees, including any overpaid amounts, are non-refundable once the order has been placed, processed and shipped. Please review your shipping details carefully before completing your purchase.
- If you want to self collection your sim card , please choose KL Office Pick up.
- Promo codes must be applied at checkout before completing the purchase. Discounts cannot be applied retroactively to orders once they have been placed & paid. Please ensure your promo code is entered correctly and valid before proceeding with payment.
- Email to supportmy@gogoroaming.my or WhatsApp us at 011-5430 6849 within 3 days upon arrival in Malaysia.
- We will contact you within 3 working days on the result of investigation. Successful claims will receive refund in the form of bank transfer within 5-7 working days after bank details provided
