Can I change my plan after buying but before installing?

No. Once the profile is installed the supplier will not take it back, so there is no refund and no swap, even if data has never been switched on. This is the same for every plan. If the order page says it cannot be refunded and you believe that is wrong, contact us with the order number.

Immediately. The order page checks the live state with the supplier when you open it and tells you there and then whether a refund is possible, so there is nothing to wait for. Contact us only if you disagree with that answer.

Contact us straight away with both order numbers and explain it was an accidental duplicate. We check both statuses and tell you the options under the refund policy.

No fee. If the profile has never been installed and you are within 14 days of paying, the order page refunds the full order total, and you then buy the new plan at its normal price. The rule is the same for every plan.

Yes, as long as the profile has never been installed, no data has been used, and you are within 14 days of paying. Ask for it yourself on the order page: it checks the state with the supplier and answers on the spot.

The profile is bound to the original device, so it cannot normally be moved to a new one yourself. Contact us with the order number to check whether that supplier can issue a fresh profile; we do not promise in advance that this is always possible.

It works the other way round from what many people expect: the refund window is 14 days from payment, so if you bought months ahead and only noticed close to the trip, that window has already passed. What always matters as well is that the profile has never been installed.

Nobody decides case by case: there is one rule and it is the same for every plan and every supplier, namely never installed and within 14 days of paying. The order page checks the real state with the supplier and answers immediately. If it says no and you believe that is wrong, contact us with the order number.

This is the situation where we can do the most, because the profile is not installed and validity has not started. Message us with the order number, every country on the new route, and your travel dates, and we will check what is possible under the refund policy. While you wait for our reply, do not scan the QR code.

If you completed the scan and a new line appears in your device's SIM or network menu, it is installed, even if no data has ever passed through it. Installation and data usage are technically separate. A profile installed but never connected can produce a different outcome from one already used, so tell us exactly what happened and let us check.

Possibly not. If your plan starts counting validity from first use and the profile itself has no expiry approaching, you may simply leave it uninstalled until the new dates draw near. That condition depends on the supplier behind the plan rather than being a single universal rule, so send us the order number and the new dates and we will check first.

We assess profile by profile in any case, so changing some of an order is not unusual. What speeds it up is sending a list of which profile belongs to whom and who has already scanned. The request should come from you as the order holder rather than from each friend, because we match requests to orders through the buyer's details.

Open the device's SIM or network management menu and see whether a line has appeared beyond your existing SIM. The menu name and location vary by manufacturer and OS version, but every eSIM-capable device has a screen listing all lines. A new line there means it is installed; no new line means it is not.

By LINE at https://lin.ee/skDPoNx (@esimonline), by email at esimonline.asia@gmail.com, or by phone at 089-942-0818 / 088-521-6848. We take messages around the clock, every day. Response time depends on when you write and how many requests are in the queue. The fastest route to a resolution is to include everything in the first message and to wait on one channel rather than both.