When something goes wrong: how we handle it
What to expect from us, and what we need from you.
Author: eSIMonline Editorial · eSIMonline editorial teamPublished: September 5, 2026Last updated: September 5, 2026
Quick answer
- Send the order number, device model, your current country and a screenshot in the first message: that is the fastest route to a fix.
- We do not promise outcomes in advance, but we will tell you honestly what we checked and what we found.
Most of what reaches us is solved in a few messages when the initial information is complete. This page sets out what to send and what we do with it.
What to include in one message
- The order number
- Your device model and operating system version
- The country and city you are in
- A screenshot of the problem, including the cellular settings screen
- What you have already tried, so we do not repeat it
What we do next
- Check your order's state and its fulfilment state
- Separate an installation problem from a network problem or a plan problem
- Give steps matched to the cause rather than a generic list
- If it sits with the supplier, we say so and chase it
- If the refund policy applies, we set out the steps under the published policy
Our support hours appear at the foot of every page. We do not operate around the clock and do not claim to.
What we will not do
- We will not promise a speed, since it depends on the local network
- We will not name the best-covering operator where we cannot verify it
- We will never ask for your account password, in any situation
- We will not send activation data to another address before verifying the order's owner
FAQ
For a partner-sold plan, who do I contact?+
Contact that seller first, since their terms and refunds apply. If you cannot reach them, tell us and we will point you in the right direction as far as we can.
What if you give me wrong information?+
Tell us through the corrections page: we correct the content and log the change publicly.