An eSIM is a digital product issued immediately, so the rules differ from physical goods. Here is how it works in practice.
A refund is possible
- When the profile has not been installed and the plan was never activated.
- When the device could not install the profile, and the reason is not that the phone does not support eSIM.
- When a technical fault on our side left the eSIM not working and support could not fix it.
A refund is not possible
- When the plan has been activated and the data used.
- When the phone does not support eSIM or is carrier locked, which could have been checked before buying.
- When the plan expired unused.
That is why it is worth checking your model on the device checker first. Twenty seconds there saves this whole conversation.
How to request one
Contact support with your order number and a short description of what happened. We may ask for a screenshot of the error message.
How long it takes
We reply quickly, and an approved refund goes back to the original payment method. How soon it shows on your statement depends on your bank.