When something goes wrong: how we handle it
What to expect from us, and what we need from you.
한눈에 보기
- 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.
| Shape of the problem | Typical symptom | How it usually ends |
|---|---|---|
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자주 묻는 질문
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.