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لا يوجد استبدال، لكن إذا لم يُثبت الملف أبدًا وكنت ضمن 14 يومًا من الدفع، استرد الطلب الأول بنفسك من صفحة الطلب واشترِ الباقة الصحيحة بدلًا منه. بمجرد تثبيته لا يوجد استرداد، فتعامل مع الأمر بمجرد ملاحظته.

This page sets out what can and cannot happen once you have bought a plan but not yet scanned the QR code or installed it, whether you have changed your mind about the country, the data size, the validity period, or realised you bought the wrong thing from the outset. It covers why the window before installation matters so much, what to do the moment you notice, what we check before telling you how much can be done, and why the outcome differs from one situation to the next.

The short answer is that we have no mechanism for swapping one plan for another. The fix is to refund the first order and buy the right plan instead, which is possible within 14 days of payment and only while the profile has never been installed and no data has been used. That refund is self-serve from the order page. Installation is the point that closes it.

Why the pre-installation window matters

Most travel eSIM plans work differently from a physical product, because what you have bought is a digital profile not yet bound to any specific device until the QR code is scanned or the activation code entered. Before that step, the supplier still regards the profile as unused, which is why one thing remains open: cancelling it for a full refund and buying what you actually need.

After installation, the situation changes markedly, because the profile has been delivered and bound to that device's own identifier. Even if data has not actually been switched on, many suppliers treat the item as fully delivered at that point. That is why we always stress not to install until you are sure, and if you change your mind, to contact us before scanning anything at all.

What to do the moment you notice

1. 1Do not install it yetDo not scan the QR code or enter the activation string until you hear back from us, because installation is usually irreversible and narrows the options at once
2. 2Gather the order detailsHave ready the order number, the plan actually purchased, and the plan or terms you want instead
3. 3Refund it from the order pageThat page checks the state with the supplier and says whether a refund is possible; if it is, use it within 14 days of payment
4. 4Buy the right planOnce refunded, order the plan that matches your real destination and dates. If the order page says it cannot be refunded and you believe that is wrong, contact us with the order number

What we check before telling you what is possible

When you contact us, we check three main things before answering. First, whether the profile has already been issued, since some systems issue it the instant payment succeeds while others take slightly longer. Second, whether it has been installed or activated, which we verify from the supplier's own system status, not just a description. Third, that specific plan's own terms, since suppliers do not all follow the same rules for changes before installation.

Common situations and how outcomes differ

Not every 'wrong purchase' is the same, because each carries different reasons and complications. Buying the wrong country is usually straightforward to check, since it is a clear data point in the system. Buying the wrong data size has the same fix before installation: refund and rebuy. Buying a plan whose validity does not cover the actual travel dates is slightly more involved, since it depends whether validity starts at installation or at actual data activation, which varies between plans.

• Buying the wrong country or region, such as a single-country plan when travelling to several countries
• Buying a data allowance that is too small or larger than actually needed
• Buying validity that does not cover the full actual travel dates
• Accidentally buying twice, by confirming twice or having two tabs open at once

The role of the refund policy here

There is one refund rule and it is the same for every plan from every supplier: within 14 days of paying, and only while the profile has never been installed and no data has been used. The order page checks that state with the supplier and answers on the spot; if it qualifies, you refund the full order total yourself, with no fee. Once the profile is installed or the validity has started, the supplier will not take it back, and a top-up is never refundable. The refund policy page carries the full wording.

When it is unclear whether the profile has already been used

Sometimes a buyer is not sure whether they already scanned or entered the activation code, perhaps because it was done in a hurry or by someone else helping with installation. Do not guess in this situation, since guessing wrong can lead to an unnecessary repeat purchase or letting a real issue slide. The most accurate check is to open the phone's cellular settings and see whether that profile is already installed. If you remain unsure even after checking, tell us the order number so the status can be verified from the system side instead.

Checking installation status on the device yourself

Wanting to switch to a regional plan for a multi-country trip

Another common case is buying a single-country plan first, then discovering the actual trip covers several countries, and wanting a regional plan instead. The route is the same as every other case: if it has never been installed, refund the order from the order page within 14 days, then buy the regional plan. Do not buy the regional plan on top first, because that simply becomes a second order. Before buying again, check the country list on the regional plan page against the real itinerary to confirm it genuinely covers every country you are visiting.

Changing a plan when someone else bought it for you

Sometimes a plan is bought by someone else, such as a travel companion or a family member handling the arrangements. If a change turns out to be needed later, it is best for whoever actually placed the order to contact us, or at least to be aware of and agree to the request first, since the order number and the email tied to payment sit under their name, not necessarily the name of whoever will actually use the plan. Supplying details that do not match the account holder can slow the review, because we need to be sure the change reflects the actual buyer's own wishes.

• State the actual buyer's name and their relationship to the user clearly from the first message
• Where possible, have the actual buyer send the change request themselves
• Have the order number ready regardless of who makes contact

The difference between top-up-capable plans and single-purchase plans

Before deciding whether to change the plan or wait and see, it helps to know whether the one purchased is top-up capable or a single one-off purchase, since this affects what options remain. A top-up-capable plan generally offers more flexibility when the data or duration turns out not to fit, since more can be added later without swapping the whole plan. A single-purchase plan cannot be topped up at all; the only option when it does not fit is switching to a different plan entirely, following the pre-installation steps described above.

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Choosing correctly up front is far easier than asking to change later

Almost every plan-change request that reaches us has the same origin: buying too early, before the itinerary settled or before knowing how much data will actually be used. In those cases we can usually help provided the profile has not been installed and validity has not started, but it always costs waiting time, a back-and-forth of messages, and the risk of travelling with nothing ready. Five minutes before paying is worth more than two days of fixing afterwards.

Three things to check before you pay. First, that the handset you are taking supports eSIM and is not carrier-locked. Second, that the plan's coverage matches your real route, including any country where you leave the airside area on a layover. Third, that the data volume matches how you personally use a phone, not how someone in an online review does. All three are checkable before payment, and between them they explain most of the change requests we receive.

Estimate the data you are likely to use

A changed itinerary does not always mean a changed plan

Before asking for a change, work out precisely what actually changed. If a flight moved, the dates shifted, or the whole trip was pushed back, what changed is the dates, not the country and not the data volume. Many plans begin counting validity when the profile first connects rather than on the day you bought it. If yours works that way, a postponed trip may need no action at all beyond leaving the profile uninstalled until the new dates approach.

That condition is not universal, though. Some plans carry an expiry on the profile itself, counted from the date it was issued, whether or not it has been installed. Which applies depends on the supplier behind that particular plan rather than on any single rule. If your trip has moved by more than a month, message us with the order number first and we will check which case yours falls under, rather than sitting on it and discovering on departure day that it cannot be used.

Sorting the type of change, because the outcomes differ

The phrase changing a plan covers several quite different situations, and they are not equally easy. Telling us plainly which one you are in gets a faster and more accurate answer than simply writing that you would like to change your plan. The table below groups the cases we see most often.

What installed actually means

The line between changeable and not changeable is the word installed, and it is widely misunderstood. Installing does not mean opening the email we sent, does not mean saving the QR code image to your phone, and does not mean reading the instructions. It means the moment the profile has finished downloading into the device's chip, which happens when you scan the QR code and confirm your way through to the end. After that point the profile is bound to that handset and is, technically, considered used.

The misunderstanding that costs people the most is thinking that scanning early is good preparation. Many scan the QR the day they buy, worried they will not manage it on the day. Two days later the plan changes and they discover their options have narrowed sharply because the profile is already installed. If the process worries you, the safer approach is to read the installation guide through first and then install closer to departure, following the timing that particular plan specifies.

How to write to us and settle it in one round

We take messages around the clock, every day, on LINE, by email, and at 089-942-0818 / 088-521-6848, but a case that needs more checking — such as a plan change that needs extra detail — naturally takes longer than one we can answer instantly. That makes your first message valuable. If it contains everything, we can usually reply with what is possible in one go. If it says only that you would like to change your plan, we have to ask questions back and you wait another cycle, and close to a departure date one lost cycle can mean half a day.

1. 1Open with your order number and the email you bought withThose two let us find your order immediately. If you cannot find the number, send a picture of the order confirmation email instead. Do not guess at a number, because searching for the wrong order slows everything down.
2. 2State clearly whether you have installed itAnswer plainly whether you completed the QR scan. If you are not sure, open the device's SIM or network menu and see whether an extra line has appeared. The menu location differs by manufacturer and OS version, but a new line listed there means it is installed.
3. 3Say what you want to change to, not just that you want a changeName the new country, the new dates, or the size you think fits better. If you are unsure what the right size is, describe how you use data instead, such as mainly maps and messaging or frequent video, and we will compare against the options that actually exist.
4. 4Give your real departure date so we can prioritiseIf you fly tomorrow morning, put that in the first message so we know it is urgent. If it is three weeks away, we have room to compare options more carefully. Leaving the date out forces us to guess, which helps nobody.
5. 5Send it through one channel and wait therePick either LINE at https://lin.ee/skDPoNx or email at esimonline.asia@gmail.com. Sending through both at once causes the threads to be matched wrongly and answered twice. If you do need to switch channel later, refer back to the original message.

• The order number, or a picture of the order confirmation email
• A clear answer on whether the QR scan was completed
• The countries and dates under the new plan
• What you want to change to, or how you use data if you are unsure
• Whether the order contains several profiles, if you bought for other people
• The single channel, LINE or email, where you will wait for the reply

Contact us with the details on this list

Sometimes keeping it for the next trip beats changing it

If you bought a plan for one country and your itinerary moved to another, but you know you will be visiting the original country later this year anyway, keeping the first plan and buying a second for the trip you are actually taking can be simpler and faster than requesting a change. There is no review to wait for and no uncertainty about whether you qualify. The important caveat is that the plan must not have a profile expiry date approaching, which has to be checked case by case rather than assumed.

This is not for everyone. If the plan you bought was expensive and you have no plans to return to that country while it remains usable, requesting a change or a refund within the refund policy makes more sense. Our advice is not to decide out of a feeling of waste, but to ask us what time frame that specific plan has and then weigh the two routes.

Orders containing several profiles, such as one bought for a whole family

When one person buys for a group, a single order may contain several profiles, each with its own status. It is entirely possible that two people have installed theirs while three have not touched them. When we assess a change request, we look at each profile individually rather than at the order as a whole, so writing in to change the whole order does not always match reality and forces us to ask who has installed what.

The fastest approach is to send a short list of which profile belongs to whom and who has already scanned. If you are unsure, ask in the group first and send everything at once. One round of questions in the trip's chat group is quicker than us asking you, you asking your friends, and you coming back to us, which takes several cycles and always seems to happen just as everyone is leaving.

Changing and cancelling are not the same request

People use the two words interchangeably without meaning to, which sends our answer down the wrong path. Changing means you still want the service but a different plan. Cancelling means you no longer want it because the trip is not happening. The two follow different routes on our side and are assessed against different conditions. If we misread which one you mean, you get an answer that does not match what you wanted and have to start again.

When what changed is the device, not the plan

There is another group of requests that looks like a plan change but is really something else: you bought the plan and then decided to take a different handset. If nothing has been installed yet this is simple, because the profile is not bound to any device. You just install it on the phone you are genuinely taking, closer to departure. What you need to confirm is that the new handset supports eSIM and is not carrier-locked.

If you have already installed on the original handset and want to move it to another, this becomes much harder, because the profile is bound to the first device and most QR codes work only once. Whether a move is possible depends entirely on the supplier behind that plan: some have a procedure, some have none. We cannot promise it works in every case. What we can do is check for you if you send the order number and both device models.

Receipts, paperwork, and expensing to a company

If you bought the plan to expense at work, a mid-course change affects the paperwork as well as the plan, because the line item on your payment record will no longer match what you ended up receiving. This does not prevent a change, but tell us at the outset that you need documentation for a claim so we can keep the details consistent as far as our system allows.

Keep the original order confirmation email rather than deleting it after the change, and keep the message thread where we discussed the change. Finance teams routinely ask why a figure or a line item does not match, and a complete trail lets you explain it once. If you need documentation in a specific format, ask before deciding to change, because in some cases handling it as a separate new order is simpler.

If it is already installed, what is still possible

Once the profile is installed we do not want you to think everything is over, but neither should you expect too much. What happens is that the options narrow and each case is assessed individually, according to the supplier behind that plan and the terms set out in the refund policy. In some cases where a profile was installed but never connected to a network, the outcome can differ from one that has been used. That is why we always ask whether data ever came through.

If a change genuinely is not possible, the remaining route is usually to use the plan for whatever it is still good for, such as keeping it as a backup on the same trip if your route still passes through that country, or using it on the first day before switching to the new plan. If the routes have nothing in common, we will say plainly that it cannot be used rather than inventing a reason for you to hold on to something useless, because knowing in advance that you need to buy again beats discovering it on landing.

The misunderstandings that cost people most often

The first is thinking you should wait until departure day to raise it. People sit on the issue because it does not feel urgent, then bring it up at the airport, which is the worst possible moment because every option now has to be resolved in minutes. The second is assuming we can undo an installation retroactively, which is not technically possible: installing is not a reversible transaction. The third is assuming that not having used any data means the plan counts as unused, when installation itself carries technical meaning separate from data usage.

The last common one is staying silent out of politeness, or from assuming the answer will be no anyway. We understand the instinct, but the effect is that you forfeit an option you may genuinely have had. Requests that arrive early, before installation, are the ones we can do most with; requests that arrive late are the ones we can do least with. If you are hesitating, ask. The worst outcome of asking is a no, whereas not asking guarantees one.