متى يمكنني الحصول على استرداد؟

خلال 14 يومًا من الدفع، وفقط طالما لم يُثبَّت الملف الشخصي مطلقًا ولم تُستخدَم أي بيانات. يمكنك طلبه بنفسك من صفحة الطلب: نتحقق من الحالة مع المورد ونرد فورًا. بمجرد تثبيت الملف الشخصي أو بدء الصلاحية، لن يقبل المورد استرجاعه ولا يمكننا رد المبلغ. الشحن غير قابل للاسترداد أبدًا. إذا تعذّر علينا إصدار eSIM إطلاقًا، يُعكَس الرسم تلقائيًا دون طلب منك.

A refund question usually arrives alongside worry about having bought wrong or bought too early — a plan bought ahead of time when travel plans then changed, the wrong country bought before installing anything, or a profile installed with the internet simply not working despite following every step correctly. The question that follows is which situations genuinely count toward a refund and which get reviewed case by case instead.

This page explains the refund conditions case by case, from situations that clearly qualify through to cases reviewed individually, along with what is worth preparing before reaching out to request one so the matter moves as quickly as possible.

The principle behind whether a refund qualifies

The principle has two parts. First, the profile must never have been installed and no data used. Second, it must be within 14 days of payment. Meet both and the order is refundable, self-serve from the order page. Once the profile has been installed on a phone the supplier will not take it back, so it cannot be refunded — whether the wrong country was bought or the buyer simply changed their mind. A top-up is never refundable.

This split is not there to reject requests, but to weigh each situation against what actually happened, since a case that looks already-used can still stem from a verifiable network-side fault, which still counts toward a refund.

Refunds when the profile has not been installed or activated

If a plan has been bought but the QR code has never been scanned or the install link never tapped, and the plan has never been activated, that counts as the most straightforward refund case, since no service has ever touched that profile — for instance, buying ahead of time and then having travel plans change suddenly enough that it never gets used.

This case is clear-cut because there is no usage data left to check further; it can be confirmed straightforwardly that the profile still sits in a not-installed or not-activated state, so the refund can move faster than other cases.

Refunds when we fail to issue the eSIM

Sometimes payment goes through successfully but the system fails to issue the QR code or the eSIM profile at all, whether from a temporary technical fault or an error connecting with the supplier. This counts as a fault on the system's side, not the buyer's, so a full refund applies.

If this happens, keep a screenshot showing payment succeeded but no QR code appeared, along with the order number, then contact the team right away so it can be checked and refunded as quickly as possible.

Refunds for a verified network-side fault that makes the plan unusable

If the plan has been installed and activated correctly through every step, yet internet access still does not work at all because of a fault on the destination country's partner network rather than the user's own setup, that also counts toward a refund — but only when the fault can genuinely be verified, not merely a feeling that the internet is slow or signal is not strong.

Verifying this usually needs supporting information from the user's side too — a screenshot showing the profile activated yet no signal at all, the time the problem occurred, and the device model in use. The more complete that information is, the faster and more accurate the check can be.

What actually counts as 'verified'

Confirming a network-side fault happens by checking the profile's status and whatever connection records exist in the system, not by taking a description at face value alone. If checking shows the profile activated correctly yet no connection ever registered for the whole period reported, that counts as evidence supporting the case.

Conversely, if records show a connection did register for some stretch, even if it felt like poor performance, this usually does not fall under a clear-cut refund, since the service did genuinely function to some extent — it moves into individual review instead.

Reviewed individually — a plan that has already been used

If a plan has been activated and some amount of data used, whether a little or a lot, that does not fall under an automatic refund, since the service was genuinely delivered and used. It moves into individual review if there is a supporting reason, such as only a small amount used before genuinely discovering a network-side problem.

This page cannot state a percentage of usage that counts as 'used little enough', since each case is weighed against its own real details rather than one fixed number that stands in for every case.

Reviewed individually — the wrong country installed

If the wrong country was bought and the QR code was already scanned to install it, even without truly activating it abroad yet, that no longer falls under a clear-cut refund, since the profile has already been downloaded and installed onto the device — different from a case where the profile was never touched at all.

That individual review looks at whether it was genuinely activated yet, and what led to buying the wrong one — such as the plan page not being clear enough, or simply picking wrong while comparing several countries — which does shape how the review turns out.

Reviewed individually — an unsupported device despite our device pages

Our device pages list the models that support eSIM based on the information available at the time of checking, but the same model can sometimes support eSIM differently depending on the original carrier lock, the operating system version, or the country the device was bought in. If a plan is bought and the device turns out not to genuinely support it despite the device page saying it does, that case gets reviewed individually.

In this case, it is worth reporting the exact device model, the country the device was bought in, and the error message seen while trying to install, so the team can check whether the device page's information was genuinely off or whether the limitation is specific to that particular unit.

What to prepare before requesting a refund

Whatever the case, giving complete information from the first message moves things along a good deal faster. The core details worth having ready are the order number, the email used to purchase, the device model used to install, and a short description of what happened in the actual order it occurred.

If there is a supporting screenshot — an error message during install, the profile status screen, or proof of payment — it is worth attaching from the start, since that cuts down considerably on back-and-forth questions.

How to submit a refund request

1. 1Gather the order number and the email used to purchaseFind these in the order confirmation email or the order history page.
2. 2Prepare any relevant screenshotsFor example, an error message, the profile status, or proof of payment.
3. 3Contact the team on LINE or by emailLINE https://lin.ee/skDPoNx (@esimonline) أو البريد esimonline.asia@gmail.com.
4. 4Describe what happened in orderState when it was bought, when it was installed, and when the problem appeared, in the actual sequence.
5. 5Wait for the reviewThe team checks the profile status and any related records before replying with the outcome.

What happens after a request is submitted

Once the information is complete, the team checks the eSIM profile's status in the system alongside whatever supporting material was attached, to see whether it clearly qualifies or needs further consideration. If it needs further consideration, additional questions may follow to confirm exactly what happened.

This page cannot state a fixed timeframe for the review, since that depends on how complex each case is and how much there is to check. A case with complete information from the start usually moves faster than one requiring several extra rounds of questions.

The refund channel and form it takes

The money always returns through the same channel used to pay. We issue the refund on the day it is approved; when it lands is your bank's or payment provider's own cycle — usually 5 to 10 working days. If it takes longer than that, tell us with the order number and we will send you the refund evidence.

Generally a refund goes back through the same channel originally used to pay, not through a different transfer method, so it can be traced back cleanly to the original order.

What sits outside the refund conditions

Changing one's mind after already using part of a plan does not, on its own, count as a refund reason — for instance, using data for several days and then feeling it was not worth the price compared with a local SIM a travel companion bought more cheaply. A sense of value for money is a personal judgment, different from a technically verifiable fault, which is the actual criterion used in review.

Likewise, internet speed that feels slower than expected at some particular time or place does not automatically count as a refund reason, since actual speed depends on a number of factors outside the plan's own control, such as how many users are in that area at that time, or the kind of building someone happens to be standing in. That is different from a case where no connection registered at all for the whole period reported, which is far more clearly verifiable.

Why some cases need individual review instead of instant approval

Individual review exists to be fair to both sides, since some situations carry very different details even when they look similar on the surface — two cases of 'bought the wrong country' can differ in that one never touched the profile at all while the other already installed it, and those deserve to be weighed differently.

Automatic approval only applies to a case that can be checked straightforwardly from the system status alone. A case needing extra context genuinely has to go through a person's review rather than one fixed rule.

While waiting on a review, do not delete the profile yet

While waiting on a refund review, the eSIM profile should not be deleted from the device before an answer comes back, since the team may need to check that profile's status further as part of the review. Deleting it can make checking certain details harder, even though the core record on the supplier's own system side still remains.

Similarly, there is no need to try reinstalling the profile again or reactivating the same plan while a review is pending, since that can change the status the team is currently checking away from how it looked when the issue was first reported, which can needlessly draw the review out longer than it would otherwise take.

• Confirm it is still not installed/activated before requesting, if possible
• Have the order number and purchase email ready
• Attach a screenshot of the error or profile status if available
• Describe the actual timeline of what happened
• State the payment channel used at checkout

The difference between requesting a refund and requesting a plan swap

Sometimes what is genuinely wanted is not a refund at all, but switching to a different plan that fits the trip better — buying too little data, for instance, and wanting to move up to a larger size before actually starting to use it. This differs from requesting a refund in that the goal is still to keep using the service, just with a plan that matches the need better than the one already bought.

If nothing has been installed or activated yet, a plan swap can usually go ahead just as straightforwardly as a not-yet-used refund would — cancelling the original plan and buying the replacement instead. But once it has been activated, swapping moves into the same individual review as an already-used refund would, and the team helps work out whichever option fits the real situation best.

Contact the team about a refund

Check whether your device supports eSIM before buying