Payment and refunds
How to pay, the currency you see, receipts, and when a refund is possible.
This page is about money: what happens between pressing pay and the profile landing in your inbox, and what happens when that sequence breaks. It is deliberately kept apart from the technical pages, because payment questions are more urgent and want a direct answer about where the money is, who is holding it, and when it comes back if it has to.
Two rules explain most of what you will meet here. We do not place a supplier order before the payment has succeeded, and we do not show installation details to anyone who cannot prove the order is theirs. That is why the order page asks for the same email you used at checkout, and it is a large part of why some refunds are possible and others are not.
What the price on the page covers
The price on a plan page buys that plan on the terms written beside it: the allowance, the validity, and the covered countries. What it does not cover are charges raised elsewhere — your card issuer's currency conversion fee, roaming on your own home SIM if you forgot to switch it off, and anything you sign up to with another provider while you are away.
The other line to finish reading before paying is the installation window. Many plans require the profile to be installed and started within a period after purchase; past it the profile can expire even though it never connected once. That condition belongs to the supplier rather than to us, and it is why buying months in advance is less prudent than it feels.
The currency you see and the amount you are charged
The base price sits in one currency and is converted for display only. The rate carries the time it was updated, so a figure shown in another currency is a close estimate rather than the final amount your bank will record. What lands on the statement follows the rate the payment provider and your card issuer apply at the moment the transaction clears.
A small gap between the number on the site and the number on the statement is therefore normal rather than a fault. When the gap is clearly larger than that, the usual explanation is your card's foreign transaction fee — an arrangement between you and your bank, not a surcharge from us.
Payment methods, and what demo mode means
The checkout page shows the methods that are actually enabled, and that page is the authority — not a list written into an explanatory page, because availability shifts with the payment provider and with the buyer's country. If the method you want is not on screen, it is not enabled for that order rather than hidden somewhere.
Demo mode means the order came from the test system: nothing was charged and the profile shown will not connect. Orders in that state are labelled every time so they cannot be mistaken for real ones. If you see the label on an order you meant to buy for real, do not try to install it — send us the order number first.
Receipts and company documentation
An electronic receipt is issued for every successful payment, and for most people that is the document an expense claim needs. Keep the order number beside it: when a question comes later, that number is what lets us find your transaction quickly without you sending card details over chat — which you should not be sending to anyone anyway.
If you need company-format documentation — the company name and tax identifier on the document — contact us with the order number and the details you want to appear. We will tell you plainly which formats we can issue and which we cannot, rather than promising something we have not checked.
| Document or detail | How you get it | How long to keep it |
|---|---|---|
| Electronic receipt | Issued automatically when the payment succeeds | Until the expense claim is settled and the trip is over |
| Order number | In the confirmation email and on the order page | At least as long as the plan is valid |
| Company-format documentation | Contact us with the order number and the tax details | Whatever your organisation's accounting cycle requires |
| Installation details: the QR image and activation code | Shown on the order page once the email matches | Delete once installed, and never pass it on |
The paperwork attached to a single order
Refunds: what is possible and what is not
The deciding question is whether the product has been delivered. An eSIM plan counts as delivered once the profile has been issued and can be installed, because from that point the activation code is bound to your handset and the supplier cannot resell it. That is why an installed and used plan is usually not refundable — a standard condition for this kind of digital product rather than a policy we invented.
Conversely, a refund is available in principle when the profile has not been installed or started, and when we cannot deliver what you have already paid for. The second case is the clearest of all: if we cannot issue the profile, we refund, rather than leaving you suspended between a payment system and a supplier's system. The refund policy carries the detail, including how long processing takes.
| Situation | Refundable in principle | What to do first |
|---|---|---|
| Paid, no profile arrived | Yes, if we cannot issue it | Send the order number so both sides can be checked |
| Wrong country, not yet installed | Depends on that plan's terms — ask before installing | Do not install; installing usually closes the option |
| Installed and used, but coverage was poor in places | Generally not — the product was delivered | Tell us where and when, so we can weigh that supplier |
| The installation window has passed | Depends on the supplier; not always possible | Contact us with the purchase date and order number |
| Bought from another provider we linked to | Theirs to decide — the sale is with them | Contact them directly, and tell us if they do not respond reasonably |
This table explains the principles; the full refund policy still governs
Paid, but no profile arrived
There are two quite different causes. The first is that the email did arrive but not in the inbox, which happens more often than people expect. The second is that the payment succeeded while the supplier order stalled partway. A couple of checks on your side before you write to us make the answer much faster.
- 1Look in the other mail foldersCheck spam, promotions and updates. Mail carrying a QR image lands in those often. Search for a word from the subject line rather than scrolling.
- 2Confirm the address you typed at checkoutOne missing character is enough to lose the message. The order page shows the address on file; if it is wrong, tell us and we will resend to the correct one.
- 3Open your order pageConfirm with the email used at checkout; the installation details appear there once it matches, so you are not dependent on the email alone.
- 4Check the payment status with your bankSee whether it was charged, only authorised, or declined. Those three states are different and lead to different fixes.
- 5Write to us with what you foundSend the order number, the email used, and what your bank shows, via LINE at https://lin.ee/skDPoNx or esimonline.asia@gmail.com. We check whether the payment succeeded and where the supplier order stopped.
Finding an order again, and why the email check exists
Two routes: the link in the confirmation email, or the order page with the checkout email as confirmation. Installation details appear only when the address matches, and the reason is plain. Links escape — forwarded by accident, or left in the history of a shared computer. Without the check, anyone holding the link would see your activation code.
A practical habit: store the order number somewhere other than your email — a local note, or a screenshot. The moment you need it most is the moment you have no connection to open your mail, which is the same moment you needed help in the first place.
Why the QR code and activation code stay private
The activation code is the key to the plan, not merely a receipt. Anyone who obtains it before you install can load the profile onto their own phone, and as a rule a downloaded profile will not install again elsewhere. So the plan can be lost without anything being hacked — a QR image in a public post is enough.
The precautions follow: do not post the QR image publicly even after installing, do not drop it into a large group chat, and when buying for a family member, send it through a channel both of you control. Once the install is done, deleting the image from your photo library is a good habit.
Why the price moved since yesterday
Two forces move the number. The first is the supplier repricing its own plan, which can happen at any time and is not announced to end buyers. The second is the exchange rate: if you are looking at a currency other than the base one, the figure moves with the rate even when the base price has not changed at all.
To keep checkout free of surprises, the price is re-checked server-side at payment, so what you are charged matches the plan's current price rather than a figure stale in a tab left open overnight. If a page has been open a long while, refresh it before paying.
When you buy from another provider we linked to
Some pages here point to other providers. When you buy there, the sale and the payment sit with that provider rather than with us, so refunds, reissues and financial paperwork all have to go through them. We have no access to orders placed inside another company's system.
What we can do, and want you to do, is tell us when you contacted them and got no reasonable reply. That genuinely feeds the decision about whether to keep pointing readers their way. It is a question of where we send people, not a financial arrangement between you and us.
What to have ready before you write
A payment question is answered quickly when the first message is complete, and slowly when every detail has to be asked for one at a time. The list below is everything needed, and none of it is sensitive financial information.
- The order number
- The email address used at checkout
- Roughly when the payment was made
- What your bank shows: charged, authorised only, or declined
- The currency shown on the page when you bought
- Whether the profile has been installed, since it decides the refund question
- If you bought from another provider, say which one
FAQ
The money left my account but the order says it did not go through+
That pattern usually means an authorisation that was never captured: the bank holds the amount and releases it when the transaction does not complete. How long the release takes is up to the card issuer, not us. Meanwhile, send the order number and the time of payment and we will check whether a completed transaction reached us at all — and refund any duplicate charge if there was one.
Can I have a tax invoice in the company's name?+
Contact us with the order number and the tax details you need on the document, and we will say plainly which formats we can issue and which we cannot. We do not promise a format before checking it, because documentation requirements differ by entity type and by country.
Can I cancel a plan I have not installed yet?+
In principle the chances are much better than after installing, because the product has not been fully delivered. The actual answer depends on that plan's terms and on the upstream supplier. The important part is not to install while you wait, since installing generally closes the option straight away. Message us with the order number first.
The site price and my card statement do not match exactly — is that wrong?+
A small difference is expected: a price shown in another currency is converted for display, while the charge uses the payment provider's and your bank's rates at the moment it clears. If the gap is noticeably large, check whether your card carries a foreign transaction fee — that is between you and your bank.
Why does the order page ask for my email when I already have the link?+
Because a link on its own does not prove it is you. Links get forwarded, and they sit in the history of shared computers. Without the email check, whoever holds the link would see an activation code that is effectively the plan itself. The extra step is worth the few seconds.
How is a demo order different from a real one?+
A demo order comes from the test system: nothing is charged and the profile shown will not connect. We label them every time so there is no confusion. If you meant to buy for real and see that label, do not attempt to install — send us the order number and we will check it first.
How can I pay?
The checkout page always shows the methods actually enabled. When the system is running in demo mode the page says so plainly and nothing is charged. We never place a supplier order before payment succeeds.
Why does the price change when I switch currency?
The base price is held in one currency and converted for display. The rate we use carries its update time. What your card is actually charged can differ slightly, following the payment provider's and your bank's rates.
Can I get a receipt or tax invoice?
An electronic receipt is issued for every successful payment. For company documentation, contact us with the order number and the tax details, and we will tell you exactly which formats we can issue.
When can I get a refund?
Broadly: when the profile has not been installed or started, and when we cannot deliver something you have already paid for. Once installed and used, a refund is usually not possible because the product has been delivered. The refund policy has the detail.
I paid but no profile arrived — what now?
Contact us with the order number. We check whether the payment succeeded and where the supplier order stalled. If we cannot issue the profile, we refund — you are not left stranded between two systems.
I bought through a partner link and hit a problem — who do I contact?
Contact the provider you bought from: the sale and the payment are with them, not with us. If they do not respond reasonably, tell us — we use that to decide whether to keep recommending them.
How do I find my order again?
Open the link in the confirmation email, or use your order page and confirm with the email used at checkout. Installation details appear only when the email matches, so a stray link does not expose your activation code.
Why should I keep the QR code private?
The code is the key to the plan. Anyone who gets it before you install can load it onto their own phone, and once downloaded it usually cannot be reissued. Do not post a picture of it anywhere public.
What does demo mode mean?
It means the order came from the test system: nothing was charged and the profile shown will not connect. We label such orders every time so they cannot be mistaken for real ones.
Why is the price different from yesterday?
Supplier prices move, and a price shown in another currency also moves with the exchange rate. We re-check the price server-side at checkout, so what you pay matches the plan's current price.