How quickly will support reply?
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Preguntas frecuentes
If I buy a plan a few hours before boarding and hit a problem, what should I do?+
Send a complete first message right away, then call if it is genuinely urgent — the telephone is answered around the clock — and try the self-serve installation steps while you wait. Buying that close to a flight still carries risk if the case has to wait on a supplier.
Why do replies sometimes come fast and sometimes slow?+
It depends on how complex the case is, how many messages are arriving at once, and whether it needs to wait on a bank or an outside supplier. These factors differ from one case to the next.
Does sending the message multiple times speed things up?+
No — resending or opening several threads only makes the team spend more time working out which messages belong to the same case. Reply within the original thread instead.
Is there a number to call, or is it chat only?+
There is a number — two, in fact: 089-942-0818 and 088-521-6848, answered around the clock. Besides those you can reach us on LINE @esimonline, on Messenger, and by email at esimonline.asia@gmail.com.
If the issue depends on a bank's or network supplier's own process, can the team speed it up?+
No, since that belongs to someone else's system that we have no authority to interfere with. What we can do is pass along progress the moment there is something new to report.
Should I mention local time or Thai time when describing an issue?+
State your local time along with the time zone or country clearly. It cuts down confusion far more than giving just a bare number.
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