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A practical guide to exchanges, credits, and refunds for eSIM purchases.
If the eSIM has not been installed, activated, or used, contact support as soon as possible. We can review an exchange, account credit, or refund.
An installed, activated, or consumed eSIM is usually not refundable because the network profile has already been issued and reserved by the provider.
Send your order number before installing the eSIM. If unused, we can help choose a replacement plan or review refund eligibility.
If a compatible device cannot connect in a covered destination after correct setup, send screenshots, APN, ICCID, device model, and location so we can troubleshoot with the provider.
If you bought twice by mistake, send both order numbers. Unused duplicate eSIMs can usually be reviewed for cancellation or credit.
Refund requests for unused eSIMs must be submitted within a maximum of 30 days after purchase.
We will not issue refunds for issues arising from user error, including but not limited to: accidental deletion of the eSIM, device formatting, carrier-locked devices, or hardware incompatibility.
All refunds for unused eSIMs will be subject to a variable administrative fee, depending on the purchase amount and payment method used, to cover payment gateway and processing costs. This fee is waived if the user chooses to receive the refund as store credit (Wallet) instead of a return to their original payment method.