How do I contact support?
LINE is fastest; you can also email esimonline.asia@gmail.com. To get a quick answer, include your order number, phone model, the country you are in, and a screenshot of the error.
This page brings together everything worth knowing before contacting the team, so you get an answer as fast as realistically possible: which channels genuinely work, what to prepare every single time, the difference between reaching out through LINE versus email, and what you can and cannot expect from each contact.
It suits every situation — a question before buying, a problem hit mid-trip, or an order or refund matter after the trip is already over. Everything here sticks strictly to the channels that genuinely exist, with no promised response time or service that is not actually offered.
The contact channels that actually exist
There are exactly three channels: LINE at https://lin.ee/skDPoNx (ID @esimonline), email at esimonline.asia@gmail.com, and phone at 089-942-0818 and 088-521-6848. There is no other chat channel beyond these. If you come across any other site or channel claiming to represent us, treat it with suspicion and verify only through these channels.
LINE is the fastest channel, since it supports sending screenshots and messages back and forth instantly, which suits an urgent problem such as a failed install mid-trip. Email suits matters needing several attached documents, or anything less time-sensitive, such as asking about accounting documents for an organisation.
Messages are taken around the clock, but not at one speed
The team covers all twenty-four hours, every day, but reply speed is not the same at every hour: late at night Thailand time, or on public holidays, it can be slower than usual. If your trip carries time-sensitive risk that needs resolving within a narrow window, plan a fallback in advance rather than relying on live contact at the last minute.
A message sent in the small hours is still read and answered — it does not disappear — the wait can simply be longer than during the day. Preparing full information from the very first message matters even more in this situation, since it cuts down the number of back-and-forth rounds needed.
Information to include every single time
The more complete your first message is, the faster the team can check and answer, instead of several rounds of questions before actual troubleshooting even begins. Four things to include every time are your order number, phone model, the country you are currently in, and a screenshot of the error message or status you are seeing.
The order number is found in the purchase confirmation email or the order history page in your account. State the phone model clearly, meaning the brand and full model, not just the operating system, since some problems are specific to a particular model. The country you are currently in helps the team check which destination network is actually relevant.
Why a screenshot matters so much
A verbal description like 'it does not work' or 'it shows an error' tells the team far less than it seems, since symptoms that look similar on screen can have entirely different causes. A screenshot showing the network name, the data roaming status, or the full error message lets the team pin down the cause far more precisely than a description alone.
If possible, take the screenshot the moment the problem appears, before trying anything else, since restarting or toggling settings can sometimes change what the screen shows, losing the original evidence before the team ever gets to see it.
Steps to prepare before sending your first message
- 1Find your order numberOpen the purchase confirmation email or the order history page in your account, and copy the order number ready to send.
- 2Screenshot the problem you are seeingCapture a screenshot that clearly shows the network name, the data roaming status, or the error message in full.
- 3Note your phone model and current countryState the phone's brand and full model, and the country you are actually in right now, not your home country.
- 4Pick the channel that matches your urgencyUse LINE if you need a fast answer mid-trip. Use email if you need to attach several documents or the matter is not urgent.
Different situations suit different channels
| Situation | Suitable channel |
|---|---|
| Failed install or connection mid-trip | LINE, since a fast answer is needed and screenshots can be sent instantly |
| Pre-purchase questions about a plan or device compatibility | Either LINE or email, whichever is more convenient |
| Requesting accounting documents for an organisation | Email, since it usually needs several details attached |
| Questions about a bulk or B2B order | Email, so the group's details are on written record |
| An urgent problem while in an area with limited internet access | Whichever channel can still send a message under those conditions |
Privacy of your order and QR code
Do not post your order number, a photo of the QR code, or personal details publicly to ask for help — for example in a Facebook group or a general forum — since that information could be misused by someone else. Send these details only through a private channel directly to the team.
If you accidentally shared your own QR code somewhere, tell the team right away through LINE or email with your order number, so they can check whether an unauthorised install on a device other than your own has taken place.
Describing the problem more precisely than you might think to
Instead of writing only 'the internet is not working,' try describing what happened in order — for example, the profile installed fine, a destination network name appeared, but an app then failed to load — or that no network name appeared at all from the start. Detail like this lets the team rule out unrelated causes far faster than a broad description.
If the problem happens only in certain areas or at certain times, mention when and where you were at that moment, since some symptoms relate to a specific coverage spot rather than a problem with the profile itself.
After you have sent your message
The team checks the information received against the system-side status, such as that order's connection state, and may ask for more if the screenshot or details given are not enough to pin down a cause. While waiting for a reply, avoid deleting the profile or changing related settings further, so the evidence still matches what was reported.
If the problem resolves itself while waiting, such as connection returning after a change of location, it is still worth telling the team it is resolved, to close the matter cleanly and avoid unnecessary further checking.
Before you send a message, prepare these
- Order number from the confirmation email or order history page
- Phone's brand and full model
- The country you are currently in, not your home country
- A screenshot of the error message or the network status shown
- A rough timeline of what happened, in order
Which language to use
You can contact the team in either Thai or English. Use whichever language you are most comfortable with, so you can describe the problem as clearly as possible. There is no need to translate your message beforehand, or worry that it must be written in one particular language.
Mixing both languages in the same message is not a problem either, as long as the important details — order number, phone model, and a clear description of the problem — are all present and easy to understand.
Contacting about the same issue more than once
If you have not heard back and want to follow up, reply within the same message or chat thread you already used, rather than opening a brand new one, since replying in the same thread lets the team see the earlier context and details immediately, without you having to explain everything again from scratch.
Opening several new threads for the same issue usually slows the investigation down, since the information ends up scattered across different places. Keep one thread per issue, and wait a reasonable amount of time before following up again.
Contacting about a group or organisation order
If you are the coordinator of a group or organisation that ordered eSIMs for several people at once, give the group's order number along with which specific QR code or traveller the problem relates to, rather than just naming the organisation, since one order typically contains several QR codes. Being specific lets the team check the right one far faster.
A coordinator can contact the team on behalf of each traveller as normal, without needing every traveller to reach out individually each time, as long as the problem's details are given as fully as that traveller would have provided themselves.
Following up on a refund enquiry
If contacting about a refund, attach the order number and describe the situation honestly every time — for example, whether the profile ever connected successfully, and the reason for requesting a refund — since these details are needed before an answer can be given. This page does not spell out detailed refund conditions, as they depend on each case's specifics; ask the team directly for clarity.
After sending a refund request, there is no need to send repeated messages within the same day, since checking the order's status and conditions takes a reasonable amount of time. Wait a sensible interval before asking for progress again, within the same thread.
How to reach us when the internet is the thing that is broken
The most awkward paradox in eSIM support is that the people who need help most are usually the ones without internet in hand. So before you travel, know in advance how you would contact us if the data genuinely fails. Answering that question while nothing is wrong takes a couple of minutes and helps enormously in the minute something is.
Several routes actually work: airport, hotel or cafe Wi-Fi; borrowing a travelling companion's hotspot; briefly enabling roaming on your home SIM to send one message; or emailing from a laptop already on Wi-Fi. Whichever you use, do the same thing first — write the full message while offline, then send it in one go once you have signal.
- 1Compose the whole message while still offlineType it into the phone's notes app: order number, phone model, the country you are in now, and the symptom. Then you are not typing it out while an airport's Wi-Fi window counts down.
- 2Capture the screenshots you need firstScreenshot the error message, the cellular settings screen showing all lines, and the top corner showing the network name. These can all be captured with no internet at all.
- 3Find a Wi-Fi point you can rely onAirports, hotel lobbies, cafes and shopping centres usually offer Wi-Fi. Some require registration first, so allow a little time.
- 4Send the message and images together in one goSend everything in one message or back to back rather than line by line, because if the signal drops midway we receive an incomplete picture and have to ask again.
- 5Tell us when you can be reachedIf you will be offline for hours, say so in the message — for example, back on Wi-Fi at the hotel this evening — so we can answer as completely as possible in one reply instead of asking one question at a time.
Three things worth trying before messaging, which often fix it
Not every problem needs to wait for us. A fair number of symptoms clear in minutes with three basic checks, and trying them first also makes your message more useful, because you can say what you already tried and what happened, which removes several rounds of questions.
| What to try | Roughly how long | What it typically helps with |
|---|---|---|
| Restart the device once | About one to two minutes | A profile installed but no network name appearing |
| Check the eSIM line is switched on and set as the data line | About a minute | Signal shows but nothing loads |
| Enable data roaming on the eSIM line | Under a minute | The line looks fine but there is no internet abroad |
| Select a network manually instead of automatically | About two to three minutes | The phone stuck on a network it cannot attach to |
| Toggle aeroplane mode on and off | Under a minute | Just crossed a border and the signal has not switched |
The real menu names differ by manufacturer and OS version; look for the menu that means roughly the same thing.
What a good first message looks like
The message we can answer fastest is not the politest or the longest; it is the one carrying the facts from the first line. Compare two. The first: internet not working, please help — to which we must ask at least four questions before we can begin. The second gives us everything needed to act at once.
An example of a complete message
My order number is the one in the confirmation email. I am using the stated phone model. I am currently in the stated city and country. The profile installed fine yesterday at home. Today the line shows a network name but nothing loads. I have restarted once, toggled aeroplane mode, and confirmed data roaming is on. Two screenshots attached. I am on hotel Wi-Fi now and can be reached until about ten in the evening local time.
That says everything we need in one paragraph: who bought what, on which device, where they are, what the symptom is, what has been tried, and when they can be reached. That last point matters more than people expect, because a reply that arrives while you are offline costs another wasted round.
We have phone numbers, and we take messages around the clock
We say this plainly because knowing in advance beats being disappointed in the middle of a problem. We take messages around the clock, every day, through LINE, email, and phone at 089-942-0818 / 088-521-6848. A message sent in the small hours Thailand time will still be seen and answered — it can just take a little longer than a daytime one.
The practical consequence is that if your trip has a moment you cannot afford to miss — needing to be online the instant you land to confirm a pickup, say — do not build a plan whose fallback is reaching support. Test the installation and the connection before you leave, so any problem surfaces while there is still time to fix it.
Pros
- LINE suits problems that need back-and-forth, and screenshots go through easily
- Email suits matters that need a written record, such as anything about an order
- Both keep a history of the conversation you can read back
Cons
- Late at night Thailand time, a reply can take a little longer than during the day
- Deep cases such as a refund or a supplier check take longer than an instant one such as resending a QR or install steps
- If your data is completely down, you need to find Wi-Fi before you can reach us
Make sure you are talking to our real account
Whenever someone goes looking for help, accounts with similar names tend to appear in the results. The safest route is to reach us from the link on our own website, or from the LINE link https://lin.ee/skDPoNx and the email esimonline.asia@gmail.com given on the contact page — not from a link forwarded around a group chat or sitting in the comments under a post.
The warning signs to remember: if anyone asks for your account password, for an OTP sent to your phone, for a full card number, or for a transfer to a personal account in exchange for fixing something, that is not us. We do not ask for any of those, under any circumstances.
If you reply by email and never see an answer
Replies land in a spam or promotions folder more often than people expect, especially on a first exchange between two addresses that have never corresponded. If you have waited a reasonable while and seen nothing, check those folders before sending again, and add our address to your contacts so the next one reaches the main inbox.
Another thing that helps is replying within the existing thread rather than starting a fresh email each time, because one thread keeps the whole context together. A new email with no order number is hard to match to the earlier case and slows things down for no reason.
Bought for someone else, or someone bought for you: who should message us
A common case is a child buying a plan for parents on a tour, or an assistant buying for an executive heading to a meeting. When something goes wrong, what slows everything down is that the person holding the phone and the person holding the confirmation email are two different people. Our questions are about what is on screen, and whoever replies is not the one holding the screen.
The fastest arrangement is for the person holding the phone to talk to us, with the order number passed to them before departure. If that person would rather not type, let the buyer coordinate — but only if they can ask the traveller and get an answer immediately, rather than answering on their behalf by guesswork.
What contacting us can help with, and what it cannot
| What you contact about | What we can do | What is outside our hands |
|---|---|---|
| A profile that will not install | Walk through the steps with you and check the order's status on our side | Limits set by the device or operating system manufacturer |
| Weak signal or speed below expectation | Help check the settings and explain what affects speed | Real-world network quality in that area, which belongs to the local operator |
| Unsure whether a destination is covered | Check the plan's country list against the information we actually have | Guaranteeing good signal at every point inside that country |
| An order, a payment or a refund | Check the status and explain the conditions that apply to your case | Changing a supplier's conditions on a case-by-case basis |
| Whether a device supports eSIM | Tell you how to check it yourself on your own device | Unlocking a handset tied to a carrier |
Stated honestly so you can judge which questions belong with us and which belong with an operator or a handset maker.
What to prepare before departure so a bad day stays manageable
- Save the order number in a note on the phone, not only inside an email
- Add our LINE account before you travel, so you are not searching for it mid-problem
- Test installing the profile as the plan instructs while you are still at home
- Note the device model and operating system version in advance
- Keep an offline screenshot of the order confirmation email on the device
- Know where you can find Wi-Fi on your first day at the destination
Често задавани въпроси
Which channel gets the fastest answer?+
LINE at https://lin.ee/skDPoNx is the fastest, since screenshots and messages can go back and forth instantly.
Is there a phone number to call?+
No. The only channels that exist are LINE and email at esimonline.asia@gmail.com.
Is support available around the clock?+
Yes. The team covers all twenty-four hours, every day. A message sent in the small hours is still read and answered; the wait can simply be longer than during the day.
Can I still contact the team without an order number?+
Yes, but try to find it first from the confirmation email or order history page, since it lets the team check far faster. If you truly cannot find it, give the email or name used at purchase instead.
How long does it take to get a reply?+
We do not state a fixed response time, since it depends on when you send it and how complex the matter is. Preparing full information from your very first message always helps you get an answer faster.
Is there a referral or commission programme for anyone who refers customers?+
No. No referral or commission programme of this kind exists. If you come across an offer claiming otherwise, verify it through our genuine channels before trusting it.
I messaged and have not heard back — should I message again?+
Yes, but reply inside the existing conversation rather than starting a new one, and add what has changed — whether the symptom improved or worsened. Starting fresh makes us re-read everything and can be slower. We take messages around the clock, every day, though a message sent in the small hours Thailand time can get its answer a little later than a daytime one.
Is there a phone number I can call?+
No. Our only channels are LINE at https://lin.ee/skDPoNx and email at esimonline.asia@gmail.com. If you come across a phone number claiming to be ours, treat it as not ours, and do not give personal or payment details to whoever answers.
How many screenshots are enough?+
Two or three usually suffice: the error message you see, the cellular settings screen showing every line on the device, and the top corner of the screen showing the network name and signal bars. Those three answer nearly all the basic questions without a round of follow-ups.
Is it better to write in Thai or English?+
Use whichever language lets you describe the symptom most precisely; clarity of detail matters more than the language. If the on-screen text is in another language, send the screenshot exactly as it appears rather than translating it, because a translated error message can lose the wording that identifies the cause.
What if the problem happens in the middle of the night and I need data now?+
Run the basic checks first: restart, confirm the eSIM line is on and set as the data line, and enable data roaming on it. Meanwhile send us a message with full details; we will see it and reply when we are back. If you truly must be online that night, hotel Wi-Fi is usually the fastest route.
Do I need to send the order number every time, even on the same issue?+
If you are replying inside the same conversation, no — not on every message. But if you open a new message or switch channel from LINE to email, always include it, because it is the link that lets us find the earlier case fastest without starting the questions over.
Instagram and TikTok have no web share button, so we open your phone's share sheet or copy the link instead.