When something goes wrong: how we handle it
What to expect from us, and what we need from you.
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
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
Why the first message decides how fast this goes
When someone writes to say their eSIM is not working, the time sink is rarely the fix itself. It is assembling the basic facts before any fix can start. A case that arrives complete and a case that needs three rounds of follow-up questions can differ by a day or more, even when the underlying fault is identical, because every round has to wait until you are both free and online, and while travelling those two conditions do not overlap as often as you would think.
This page exists to make two things clear: what we do when a case reaches us, and what we need from you in order to do it. Nothing about the process is mysterious, and the intention is that you finish reading knowing what happens next, including the parts we cannot do. Knowing the boundary in advance is better than discovering it after a wait.
The three facts we need in every single case
Whatever the problem turns out to be, three facts come first. Which order: identified by the email address used to buy, or the order reference. Which device: model and OS version, because menus and behaviour differ between them and advice that fits one phone may point at a menu another does not have. And where you are right now: country and city, because a plan's coverage is not uniform and the usable network in one city may not be the same one as in another.
Without those three, the best anyone can offer is generic advice you have probably already tried. With them, we can begin by checking the real status of that specific order instead of guessing which one you mean, which matters most when you bought several plans for one trip, something that happens more often than people expect on multi-country routes.
Which screenshots actually help
One good screenshot replaces a paragraph of description, while one of the wrong screen helps nobody. The most useful is the cellular or mobile settings page showing the list of profiles and which are switched on. Next is the detail page for that profile where the data-roaming switch lives. Third is the home screen showing the signal bars and network name. Those three answer more than half of what we would otherwise have to ask.
If there is an error message, capture the whole thing exactly as displayed. Do not retype a shortened version or translate it, because the full text usually carries a code or a specific phrase that indicates which stage of installation failed. A bare it did not install and the full message with its code lead the investigation in completely different directions.
Problems come in four shapes, and each takes a different length of time
Knowing which shape your case has makes expectations realistic, because some end in a single reply while others wait on an upstream supplier whose clock we do not control.
| Shape of the problem | Typical symptom | How it usually ends |
|---|---|---|
| A device setting | Profile installed but no data, or the phone is still using the old line | Resolved in one exchange when the screenshots arrive complete |
| A terms misunderstanding | Believing data remains when validity has actually ended | Explained and confirmed from the order record, usually quickly |
| Something upstream | A profile issued incompletely, or a status that does not match what it should be | Escalated and waited on; the timing belongs to that supplier |
| Local network conditions | Works in some places and not others, or slows at certain hours | Worked through together, though some causes cannot be removed |
The category, more than the severity, sets how long a case takes
What we check first, in order
When a complete case arrives, we work the same sequence every time. Not as ritual, but because this order eliminates the most common causes fastest without needing several rounds of your attention.
- 1Confirm the order actually issued a profileWe check whether the order issued a profile cleanly. This step separates cases that must go upstream from cases that can be fixed on your device.
- 2Establish whether it reached the deviceAn issued profile and an installed profile are different states. Your screenshot of the cellular settings page answers this immediately.
- 3Check the settings people miss mostIs the new profile set as the line for cellular data, is data roaming enabled for it, and does the APN match what the supplier specifies. Those three explain a large share of cases.
- 4Match the symptom against location and attached networkIf the phone has attached to a network the plan cannot use, the symptom looks like a broken plan when it is not. We will ask you to try selecting a network manually to confirm.
- 5Escalate when the evidence points upstreamIf everything on the device side is correct and it still fails, we gather the evidence and pass it on, and we tell you what is being waited on rather than leaving the thread silent.
- 6Close with the outcome and the remaining optionsOnce there is an answer, we say plainly whether it can be fixed, and if not, what options remain and what each one costs you.
When a case has to go upstream
The plans we sell come from upstream suppliers, and some things only they can see or change: the status of a profile inside their system, or the reissue of a profile when something went wrong at issuance. At that point our job is to assemble the evidence and chase it, not to disappear and leave you to argue alone. What we cannot do is set the clock on their side.
What we will do is tell you the case has been escalated, what is being waited on, and when we will come back. If there is a workaround that gets you online in the meantime, we will offer it with its real trade-offs rather than steering you into another purchase to close the ticket faster.
Refunds and replacements, stated plainly
This is the part people most want answered and most often get fog about, so here it is directly. Whether a refund or a reissue is possible depends on the upstream supplier's policy for that plan, and on whether the profile has already been installed or started. What we can do is check the real status and tell you which condition your case falls under. What we will not do is promise an outcome we do not control, because that helps nobody.
What genuinely strengthens a case is reporting early with evidence. If something is wrong within the first hour of installation, telling us then with screenshots stands on much firmer ground than trying alone for three days and writing afterwards, because the status and logs are still unambiguous and the question of how much was used answers itself.
What we will never ask you for
Knowing what a support team will never ask for lets you spot an impersonation instantly. We do not ask for your account password, we do not ask for an OTP sent to your device, we do not ask for a full card number, and we never ask you to install remote-control software. If a message claiming to be us asks for any of those, it is not us.
Our only real channels are LINE at https://lin.ee/skDPoNx (@esimonline), Messenger at https://m.me/61594086330382, email at esimonline.asia@gmail.com, and the phone numbers 089-942-0818 and 088-521-6848. A call or message from any other channel claiming to be our support team is not us. Whatever channel is used, we will never ask for an OTP, a password, or a full card number over the phone. If you are asked for any of those, hang up and give no information.
Response times, and what we commit to
We take support around the clock, every day, wherever you are. Nothing waits until the next morning. Late at night Thailand time a reply can take a little longer, and cases waiting on an upstream supplier depend further on that supplier's own working rhythm. We do not promise a fixed reply time in minutes, because we do not measure one. What we do commit to is telling you the real status, not leaving a thread hanging without word, and not answering with a canned reply that has nothing to do with your problem.
If your case is genuinely time-critical, such as boarding shortly or about to leave the last Wi-Fi you will see for a while, say so in the first message with the window you have. That lets us triage honestly and suggest something that fits the time left rather than a route that needs an hour you do not have.
When you are boarding in an hour
An urgent case is handled differently, because the goal shifts from finding the true cause to getting you online before the gate closes. In that situation, send the three basics in one message, state the time you have left, and say where you are. Then, while waiting, do the parts you can do yourself: confirm the right line is set for cellular data, and confirm data roaming is enabled for that profile.
The other thing worth doing while you still have Wi-Fi is downloading the essentials: an offline map of the destination, your boarding pass, your accommodation address, and our contact details. If the case is not resolved before departure, you can at least land and move without needing a connection in the first hour.
What you can do while waiting for a reply
Waiting is not the only option. Several checks are yours to make, and they often resolve the case before our reply arrives. The list runs from the most frequently effective downwards.
- Confirm the new profile is set as the line used for cellular data
- Confirm data roaming is switched on for that profile
- Toggle airplane mode once and give the phone a moment to reattach
- Try manual network selection instead of automatic and see whether the symptom changes
- Check the APN against what the supplier specifies
- Screenshot each step you try so it can all come to us at once
- Do not delete the profile and do not buy another plan until you have an answer
After the case closes
A closed case still has value. When the same symptom recurs across the same device model or the same country, it signals that our own pages are not clear enough, or that the installation guide skips the step people actually trip on. So the cases feed the content, and the pages get rewritten around real problems rather than imagined ones.
If you find a place where our guide does not match what your screen actually says, tell us. Menu names differ between manufacturers and OS versions, and a note from someone holding that exact device is worth more than a guess at a menu name from documentation.
سؤالات متداول
What if you give me wrong information?+
Tell us through the corrections page: we correct the content and log the change publicly.
What should the first message contain?+
Three things at minimum: the email or order reference, the device model with its OS version, and the country and city you are in. Add a screenshot of the cellular settings page and the error message exactly as displayed, and the first reply can usually be specific rather than a round of follow-up questions.
How long does a reply take?+
We take support around the clock, every day, but how long a reply takes still depends on when your message arrives and what kind of case it is. Device-setting cases often close in one exchange. Cases that go upstream depend on that supplier's own schedule, and late at night Thailand time things can be a little slower. Either way, we report status honestly and will not leave a thread silent.
If it genuinely does not work, will I get a refund?+
Whether a refund or reissue is possible depends on the upstream supplier's policy for that plan and on whether the profile has been installed or started. We check the actual status and tell you plainly which condition applies. What helps most is reporting early with evidence and not deleting the profile first.
Why should I not delete the profile before reporting?+
Because most eSIM profiles cannot be reinstalled from the original QR code, and once removed, working out what happened becomes much harder. If you need the phone back on its old line for a while, disable the profile instead of deleting it: same effect, and reversible.
Can I reach you by phone?+
Yes, call 089-942-0818 or 088-521-6848, any time of day. You can also reach us on LINE at https://lin.ee/skDPoNx (@esimonline) and by email at esimonline.asia@gmail.com. If a call from a different number claims to be our support team, it is not us, and no information should be given.
What if I am abroad with no connection at all?+
Use accommodation, cafe or airport Wi-Fi to write in, and if you can, send everything in a single message, since you may not be back online soon. Before you leave that Wi-Fi, download an offline map and save our contact details to the device.
Instagram and TikTok have no web share button, so we open your phone's share sheet or copy the link instead.