An eSIM that cannot be activated because of a technical issue on our end is refundable. A plan that was activated, used any data, or bought for an unsupported phone is not.
It depends on what happened. Our Refund Policy refunds an eSIM plan that cannot be activated because of a technical issue on our end. It does not refund a plan that has been activated or where any data usage has occurred.
01What the Refund Policy says
Refundable:
- plans that cannot be activated due to a technical issue on our end
- defective QR codes
- incorrect plan provisioning
Not refundable:
- plans that have been activated or where any data usage has occurred
- plans purchased for devices that do not support eSIM
- plans where the customer travelled outside the covered region
The full text is in the Refund Policy.
02Cancelling an eSIM order
Under the Refund Policy, an order that has not yet been delivered may be eligible for cancellation, and cancellation is only possible before delivery or activation. The policy does not name the case of an eSIM that was delivered but never installed. If that is your case, do not install the eSIM, contact support, and we review it.
03Before you ask
- 1If the eSIM will not install, try I cannot install my eSIM.
- 2If it installed but has no data, try My eSIM has no data or no connection. Many connection problems are settings and can be fixed.
04How to ask
- 1Contact support through the support widget on the site, or email [email protected].
- 2Give your order number, the email used for the order, the ICCID of the eSIM, your phone model, and what went wrong, with a screenshot of any error.
- 3Say whether the eSIM was installed.
For digital items, report a problem within 48 hours of delivery. Later requests may still be considered. Once we have your request with the details we need, review and refund are usually completed within 0–24 hours. Rare cases can take longer, for example when a supplier has to confirm, or for airline and hotel refunds.
05If a refund is approved
An approved refund goes back to your original payment method. If you have a KryptoMate account you can have it credited to your Mate Wallet instead, which is the instant option. Refunds are usually completed within 0–24 hours once approved. Card refunds also depend on the card issuer and crypto refunds on network confirmation.