When can I get a refund?

Within 14 days of paying, and only while the profile has never been installed and no data has been used. You can ask for it yourself from the order page: we check the state with the supplier and answer on the spot. Once the profile is installed or the validity has started, the supplier will not take it back and we cannot refund it. A top-up is never refundable. If we fail to issue the eSIM at all, the charge is reversed automatically without you asking.

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 qualify for a refund and which do not.

This page explains the refund conditions case by case, from situations that qualify through to cases that cannot be refunded and what support can do instead, 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 rule is not there to reject requests; it follows the supplier's terms, since the supplier does not take back an installed profile. If a plan is installed but does not work, contact support: we troubleshoot it with the supplier, but a refund is not promised.

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.

Installed but not working: contact support to troubleshoot

If the plan has been installed and activated correctly through every step, yet internet access still does not work at all, the cause may be a fault on the destination country's partner network rather than your own setup. Contact support: we check it and troubleshoot it with the supplier. Once a profile is installed, though, a refund is not promised, and a feeling that the internet is slow or the signal is weak is not something that can be verified as a fault.

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, the service did function to some extent. Support will help find the cause and adjust settings, but this is not grounds for a refund.

Not refundable — 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, it cannot be refunded, since the service was genuinely delivered and used. If you run into a problem while using it, contact support and we will troubleshoot it with the supplier.

There is no usage percentage that brings a refund back: once data has been used or the profile installed, the refund conditions no longer apply.

Not refundable — 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, it can no longer be refunded, since the profile has already been downloaded and installed onto the device — different from a case where the profile was never touched at all.

If this happens, buy the right plan for your destination and contact support about the old one. The team will look at it with you, but a refund is not promised.

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, a refund can be requested from the order page if the profile was never successfully installed and it is within 14 days of payment. If it did install but does not work, contact support so we can troubleshoot it.

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) or email 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 installation is the dividing line

The reason is that once the profile is on the phone the supplier will not take it back. Two cases of bought the wrong country can therefore differ: one never touched the profile at all while the other already installed it. The first can be refunded within 14 days; the second cannot.

The system can check the profile status with the supplier directly, so a request on the order page gets an immediate answer. Problems with use after installation are handled by the team case by case as troubleshooting, not as refunds.

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

While waiting on a reply from support, 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, and it is within 14 days of payment, you can cancel the original plan and buy the replacement instead. But once it has been installed or activated there is no swap mechanism: you can buy the plan that fits, and contact support about the old one, with no refund promised.

Contact the team about a refund

Check whether your device supports eSIM before buying