Because an eSIM is delivered instantly and consumed as data, refund eligibility depends mainly on whether the plan has been used and whether the problem is something we can fix.
Usually eligible
- The profile was never installed and no data has been used.
- The eSIM could not be installed because of a technical fault on our side and we could not resolve it.
- You were sold a plan that does not cover your destination.
- Duplicate charges for the same order.
Usually not eligible
- The plan has been activated and data has been consumed.
- The phone turned out to be carrier-locked or not eSIM-capable — check compatibility before buying.
- The plan expired unused after its validity period ended.
- Coverage complaints in areas where the underlying network has known gaps, disclosed on the plan page.
How to request one
- Open a support ticket with your order number.
- Describe the problem and include any error message.
- Let us try a reissue or a settings fix first — most problems are solved in minutes.
- If it cannot be resolved, we process the refund to your original payment method or as store credit, whichever you prefer.
Frequently asked questions
Can I get a refund on an unused eSIM?
Generally yes, if the profile has not been installed and no data has been used.
What if my phone was locked?
Carrier-locked handsets are outside the policy, because the plan itself works. Check compatibility before ordering.
Can I get store credit instead?
Yes — store credit is available and is usually the fastest option.
Read the full policy.
Refund policyRelated guides
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