Request a replacement or refund
Use this form only if your eSIM has a fault and you have already tried to fix it. A person reviews every request by hand. Nothing is refunded automatically.
What is covered
For 30 days from purchase, if your eSIM cannot be installed, cannot be activated or will not connect in your destination because of a fault with the eSIM or the plan, we replace it free of charge. If a replacement is not possible, we refund the order to your original payment method.
What we cannot refund
- a change of mind, a changed trip, or a plan bought by mistake
- a phone that is not eSIM-compatible or is carrier-locked
- a plan that has already connected and worked, or data you have already used
- an eSIM you deleted after its plan had activated (it cannot be reinstalled)
- a temporary outage or maintenance on the local carrier network