הערבות שלנו

ערבות שצריך להתווכח עליה עם התמיכה שלושה ימים כדי לקבל אינה ערבות. שלנו היא כפתור בדף ההזמנה שלכם ולא שורה בחומר פרסומי.

ארבעת הדברים שאנחנו מבטיחים

1. שיניתם את דעתכם תוך 14 יום כשהפרופיל עדיין לא הותקן: לחצו על החזר בדף ההזמנה שלכם. אנחנו בודקים את מצב הפרופיל מול הספק ועונים באותו רגע — בלי טופס, בלי המתנה לאימייל.
2. אם התשלום שלכם עובר אך איננו יכולים להנפיק פרופיל, החיוב מתבטל מעצמו. אתם לא מגישים שום דבר ולא צריכים לרדוף אחרינו.
3. התנאים החשובים נמצאים בדף החבילה לפני שמשלמים, לא אחרי: כיסוי, תוקף, הרגע שבו השעון מתחיל, והמהירות אחרי שהמכסה נגמרת.
4. כל חבילה כאן נמכרת על ידינו. אם משהו משתבש אתם מדברים איתנו — לא מעבירים אתכם למוכר אחר ולא אומרים לכם להתווכח עם שוק מקוון.

שלושת הדברים שאיננו מבטיחים

לא מעט מוכרי eSIM מדפיסים "החזר 100% אם זה לא עובד" ואז שומרים את החריגים בדף תנאים. אנחנו מעדיפים לשים את החריגים כאן.

• מהירות. אף אחד לא יכול להבטיח אותה באמת: היא תלויה ברשת המקומית, בעומס עליה ובמכשיר שלכם. במקום זאת אנחנו מציינים את הטכנולוגיה הנתמכת ואת המהירות אחרי המכסה.
• פרופיל שכבר הותקן, גם אם לא נעשה בו שימוש בנתונים, כי הספק לא יקבל אותו בחזרה. זו בדיוק הסיבה שאנחנו מבקשים מכם לבדוק את המכשיר לפני ההתקנה, לא אחריה.
• טעינה, בכל מקרה, כי הנתונים נוחתים על החבילה שאתם כבר משתמשים בה ברגע שהתשלום מאושר.

מה אם זה הותקן ובאמת לא עובד?

הכפתור לא יכול לטפל בזה, כי קודם אנחנו צריכים להבחין בין תקלת רשת לבעיית הגדרות. שלחו את מספר ההזמנה, יצרן ודגם המכשיר, המדינה שבה אתם נמצאים, וצילום מסך של הגדרות הסלולר שלכם. אנחנו בודקים מול הספק וסוקרים כל מקרה לגופו; רוב המקרים הללו מסתיימים בהגדרת APN או בבחירת רשת ידנית.

בדקו האם המכשיר שלכם תומך ב-eSIM

Sharper edges: the situations people actually ask about

The list above is the general shape, but the real questions are usually sharper than that: a handset that turns out not to work with eSIM only once it is installed, a plan that expired unused because a trip moved, or two profiles bought by mistake for the same trip. Here is the direct answer to each.

• The handset genuinely does not support eSIM, or is locked in a way that blocks it, but you only discover that once the profile is installed: this counts as an installed profile like any other, so it is not eligible for a refund. That is exactly why the device checker is free and sits before checkout, not after.
• A plan expired on its own because a trip was postponed or cancelled, and it was never installed at all: if you are still inside the 14-day window from payment, the refund button still works exactly as normal. If more than 14 days have already passed by the time you notice, the button will not appear, because both conditions — uninstalled and within the window — have to hold at once.
• You bought two profiles for the same trip by mistake: as long as the extra one has not been installed, it refunds itself under the normal rule, the same as any other change of mind. There is no penalty attached to buying twice.
• The handset has more than one eSIM slot and the profile ends up on the wrong one, or gets deleted by accident after a successful install: this still counts as installed, even though the mistake sits with the user rather than with the plan.

How to invoke the guarantee, step by step

How this differs from buying through a reseller or marketplace

On a marketplace that aggregates several sellers, each plan may come from a different seller, carry its own separate refund terms, and a refund request usually has to be forwarded to that seller for a decision. The platform itself can only mediate.

eSIMonline is not that kind of marketplace. We source and sell every plan on this site ourselves, so there is exactly one guarantee that applies to every order — no forwarding your request to a different seller for a ruling, and no separate set of terms depending on who happened to be behind the plan.

Before you conclude it genuinely does not work

A profile that installs but does not seem to work is usually not broken from the start; it is stuck on one setting. Working through the order below before contacting us cuts the number of cases that turn out to be a genuine network fault, and even if it still does not work afterwards, the common causes are already ruled out, which lets us investigate faster.

• Toggle airplane mode on and off, to force the handset to search for a network again.
• Turn on data roaming specifically for the eSIM line, since some handsets keep a separate roaming switch for each SIM.
• Select the network manually instead of leaving it on automatic, and try each network listed on your plan page in turn.
• Check that the APN matches what the installation guide for that plan states, since some handsets do not set it automatically.
• Restart the handset once after adjusting everything above; sometimes a new setting only takes effect after the phone reboots.

Documentation that helps us move faster

For cases that need us to check with the supplier, sending complete information the first time cuts down the back-and-forth. Have these ready before you get in touch.

• Your order number, and the email you used when buying.
• A screenshot of the cellular settings screen, showing the network name and the data roaming status.
• The rough time and place where you tried and it failed, so the check with the supplier lines up with that same window.
• The handset's brand, model and OS version, since some models carry restrictions the manufacturer sets on that model alone.

Why 14 days

Fourteen days is long enough that changing your mind is genuinely possible, even if you bought well ahead and plans then shifted suddenly. It is also short enough that the price you paid, in whatever currency you paid it, still sits close to what it was at purchase. It is not a number chosen to look good on the page — it is the point we think is the fairest balance for both sides.

Myths people commonly get wrong

Why the button checks with the supplier live, every time

Our own system already holds a status for every profile, but that is only the last picture we happen to know, not the ground truth at that instant. It is the supplier's system that knows for certain whether a profile has actually been downloaded or activated. The refund button therefore checks with the supplier live every single time, rather than trusting our own copy, so that neither of two opposite mistakes happens: rejecting a request that should have qualified because our record lagged by a few seconds, or approving a refund for a profile that was, in fact, just installed.

Two worked examples: a change of mind, and a genuine connection fault

You buy a 10-day Japan plan a month ahead of time, and the trip then slips by another week because of something at work. You open the order page, see the status reads not installed, and press the refund button. The system answers immediately that it qualifies, and the money starts its way back to the card you paid with, arriving within the bank's usual window described in the FAQ below. Nothing else sits in between.

In the other case, you install a Vietnam profile before boarding and it goes smoothly, but there is no signal at all once you land. You try toggling airplane mode, turning on roaming for that line specifically, selecting the network manually and checking the APN in the order suggested earlier on this page, and none of it works. You send the order number, a screenshot of the settings, and the time you tried, and the team checks the status with the supplier, who confirms a genuine network-side fault at that time, so it is resolved case by case rather than through the self-serve button used in the first example.

Whichever case it was, once the refund goes through you will see the order status change to refunded immediately on your order history page, along with a confirmation email sent to the same inbox that received the QR code at purchase. That email is worth keeping, in case your bank ever asks where an incoming amount came from.

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