Last updated: August 11, 2026
Before installation
Please contact support promptly if you purchased the wrong plan or cannot use the eSIM. Eligibility depends on whether the eSIM has been delivered, installed, activated, or consumed.
Technical issues
Contact support before deleting the eSIM. We may ask for device information, screenshots, or troubleshooting results so we can investigate the issue.
Non-refundable situations
A refund may be declined when the device is incompatible or carrier-locked, the customer entered an incorrect email address, installation instructions were not followed, the eSIM was deleted after installation, or data/service has already been used.
Approved refunds
Approved refunds are returned through the original payment method. Bank and card processing times may vary.
How to request a refund
Contact support with your order number, purchase email, device model, and a clear description of the issue.