Orders, billing & refunds

Open the order page link from your confirmation email — your QR and instructions live there permanently. Signed in? See all orders under My account. Lost the email entirely? Contact [email protected] with the payment email or order number and we'll resend it.

Your eSIM is delivered to the email you type at checkout, so please check it carefully — we ask you to confirm it twice and suggest a fix for common typos. If it was still entered incorrectly, the eSIM went to that address and you are responsible for contacting us to have it re-sent. Message us on WhatsApp (or email [email protected]) with your order number and your payment details — the email or name on your PayPal or card. Once we verify the purchase belongs to you, we'll resend your QR code and order link to the correct email. For your security we do not change your account email or move your order — this keeps your order history and loyalty points intact.

Payments are usually confirmed within minutes, but a bank or network delay can occasionally hold things up. First check your order page and spam folder. If your order still shows unpaid after 30 minutes while your card/PayPal shows a charge, email [email protected] with the order number — we'll verify the payment and release the eSIM (or refund if it didn't complete).

• 100% refund for a verified fault: the eSIM cannot be installed, activated or connected because of our or the network's fault and troubleshooting fails; the wrong plan was delivered; or we cannot deliver after payment. We also correct verified duplicate or failed-order charges.
• Partly working service: we may refund the unused portion or provide a replacement eSIM when a verified service fault remains.
• No change-of-mind refund or exchange: a mistaken purchase, extra quantity, cancelled trip, or incompatible/locked device does not qualify, except where applicable law requires otherwise.
• Check before buying: confirm eSIM compatibility, destination, days and quantity. Report connection problems while the plan is valid so we can troubleshoot.

Full details are in the Refund Policy.

Email [email protected] with your order number and a short description of the issue. We aim to respond within 24 hours. Approved refunds go back to your original payment method.