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 two channels: LINE at https://lin.ee/skDPoNx (ID @esimonline) and email at esimonline.asia@gmail.com. There is no telephone number to call, and no other chat channel beyond these two. If you come across any other site or channel claiming to represent us, treat it with suspicion and verify only through these two.
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.
There is no round-the-clock service
The team is not staffed around the clock every day, so you should not expect an instant answer at every hour, especially late at night Thailand time or on public holidays. 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 outside working hours is still read and answered later — it does not disappear — but the wait will be longer than a message sent during normal hours. 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.
FAQ
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?+
No. The team is not staffed around the clock every day. A message sent outside working hours is still read and answered later, but the wait will be longer than usual.
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.