Questions organisers ask

A phone that supports eSIM and is not locked to one mobile network. Most iPhones from the XS onwards and many recent Android phones qualify. Ask travellers to check before you generate: in phone settings, look for "Add eSIM" or "Add mobile plan".

No. MUSTER eSIMs carry mobile data only. Travellers keep their own SIM for calls and texts and use apps for messaging.

A day pass gives a fixed amount of data each day. MUSTER orders it for every day of your trip, from departure to return, so the price per traveller is the daily price times the number of days.

A few days before departure, at home and on Wi-Fi. The install page has the QR code and the manual codes if the camera route fails.

Type travellers in one by one, or upload a CSV with a header row naming name, email and optionally group. Commas or semicolons both work, up to 500 travellers and 200 KB per file. A file with a row we cannot read adds nothing and tells you which line to fix.

Yes. Confirm the whole roster once and the order is accepted in one go; there is no daily limit and you do not split it over days. A roster over 50 travellers, or one confirmed while our supply is busy, is issued in batches: each person's eSIM appears on the install board as it is ready, with the number still pending shown above it, so larger rosters or busy periods can take longer. You can close the page while it runs; the trip page shows how far it has got. Each eSIM is charged from your trip budget only when it is ordered, so nobody pending has been charged.

A traveller who already has an eSIM is skipped and not charged again. Only travellers without one are in the next run.

Green: the phone has downloaded the eSIM. Red: the eSIM exists and nobody has scanned it yet. Red outline: the traveller has used 80% of the data. Grey: no eSIM yet.

No. Each install page shows one traveller's own eSIM and no one else on the roster.

Our price for the plan, which includes our margin over what the mobile network charges us. The generate screen shows the price per traveller and the total for the roster before anything is charged. See pricing for today's examples.

Your trip budget is a prepaid balance. It is money, not a separate unit such as credits or points. It is shown in the currency you choose, euros or US dollars, and every eSIM, coordinator booking, credit back and payment is a line in your statement. A top-up is charged in that currency at the figure shown before you pay. Our own accounts are kept in euros, so if you use dollars, the dollar figures come from one daily exchange rate and can move by a few cents from day to day.

By Visa or Mastercard card payment, from €1.00 to €20,000.00 per payment ($1.10 to $22,806.00). Card top-ups open at launch; until then no card is charged. Pick a bundle or type any amount in that range. A bundle adds exactly its price to your trip budget, with no bonus. There is no subscription and MUSTER stores no card.

Online card payments are not open yet. Contact us to arrange credit for a trip.

Today you can pay in euros or in US dollars. Choose EUR or USD in the header on any page, in your account menu, or at the foot of the page, and you pay in the currency you chose: a top-up in dollars is charged in dollars, and your budget and statement show dollars. We may add more currencies later.

MUSTER returns that eSIM's price to your trip budget straight away, in the same run, and the traveller stays on the roster for your next run.

Yes. Ask us and we refund unused credit to the card it was paid with. See the refund policy.

Yes, as long as nobody has installed it. Open the traveller from the trip roster and press Cancel eSIM: we check with the network that it was never downloaded, cancel it, and put its full price back in your trip budget straight away. Once an eSIM has been installed or used it cannot be refunded. If a traveller cannot install one, contact support: we investigate with the network, and if the eSIM was faulty we credit its price back to your budget.

In a 1-hour coverage plan before departure, they check your plan against every country on the route. In a 4-hour on-call window during the trip, they help travellers whose eSIM will not install or connect.

The directory lists coordinators by call sign. When the desk confirms your booking, your console shows the coordinator's name.

Before the desk confirms it, or 48 hours or more before the start, you get the full price back. Between 24 and 48 hours before, you get half. Less than 24 hours before, nothing comes back. Refunds go to your trip budget.

Anyone organising a trip, from a country we can serve. We cannot open accounts for people or organisations in Belarus, Cuba, Iran, North Korea, Russia, Syria, under EU and international sanctions.

From Settings in your console, or by writing to us. We keep payment records for as long as the law requires.