Can I get a refund after installing?

No. Once the profile is installed on a phone the supplier will not take it back, so we cannot refund it — even when no data has been used. A refund is possible within 14 days of paying and only while the eSIM has never been installed. The single exception is a profile that genuinely does not work where the fault is confirmed on the provider side, which we review case by case.

The words “installed” and “in use” are technically two different states, but most people say them interchangeably, which is exactly where refund confusion starts. Installing is the step where an eSIM profile gets written onto the device. Being in use is the period once validity has actually started counting down and data has moved across a live network. The two can happen at the same moment for some plans, or sit days apart for others, depending on whether that particular plan is set to start on install or to start the first time the device attaches to a network at the destination.

This page walks through which state still leaves room for a refund, which state normally does not, and — more importantly — what to do before you decide to ask. Doing something out of order, such as deleting the profile before anyone has checked its status, can make the real state harder to verify than it needed to be. Our rule is a single one and it applies to every plan alike: a refund is possible within 14 days of payment, and only while the profile has never been installed and no data has been used. A top-up is never refundable. When you contact us we check the real state with the supplier before answering.

The plan states you will most commonly run into

Before talking about policy, the possible states need to be separated clearly, because whether a refund is possible depends on the real state, not on a feeling of “I have not really used it.” There are roughly four common states. One: bought but never installed at all. Two: installed but never connected to any network. Three: installed with validity already counting, but no data actually pulled yet. Four: some amount of data has already been used, large or small. Each of these carries very different weight when a refund is considered.

Why starting to use data changes the answer entirely

The technical reason usage flips the answer is that once an eSIM profile connects and pulls data, the originating supplier records it as genuinely activated — not unlike a physical SIM that has been unsealed and inserted. The supplier cannot pull back data that has already moved, and most systems have no mechanism for a pro-rated partial refund on remaining data. That is why the general policy reads as non-refundable once usage has started — not because we are unwilling to help, but because there is no technical mechanism to reverse it.

If you have not used it at all but days have passed, is it still refundable?

This comes up a lot when a plan is bought well ahead of a trip and plans then change. Two conditions have to hold together: the profile must never have been installed and no data used, and it must still be within 14 days of payment. Past 14 days the order page will not refund it any more, even if the profile was never touched. So if your plans change, do not wait — ask inside that 14-day window.

What to do before you contact us about a refund

The recommended order is to check the profile's state on the device first, then gather the order details fully before contacting us — the more complete the information, the faster we can check with the supplier. Deleting the profile from the device before it has been checked does not help, and in some cases it makes verifying the historical state harder than it needed to be.

1. 1Open cellular settings on the deviceCheck whether this eSIM profile shows as enabled or disabled, and whether it has ever connected to a network.
2. 2Do not delete the profile before it is checkedKeep the profile on the device until you have a reply from us. Disabling the connection is fine; deleting it can close off some ways of checking.
3. 3Gather the order number and receiptFind the order confirmation email with the order number, purchase date, and the exact plan bought.
4. 4Note the install date and timeIf you recall the exact install date and time, and when it first connected to a network, note them to help the check.
5. 5Contact us via LINE or emailSend everything through LINE https://lin.ee/skDPoNx (@esimonline) or email esimonline.asia@gmail.com, describing the situation as it actually happened.
6. 6Wait for the real status checkWe check the state with the supplier before replying, because the real record sits at the source system, not only in what the device shows you.

What to have ready before you contact us

• The order number from your confirmation email
• The plan name and destination purchased
• The date and time the profile was installed
• The profile's current state on the device (enabled, disabled, or already deleted)
• The device model and operating system version
• A short reason why a refund is being requested

When the wrong plan or destination was bought

Buying the wrong destination or the wrong plan lands in exactly the same place as a change of mind, because what decides it is the profile's state, not the reason for asking. If it has never been installed and you are within 14 days, refund it yourself from the order page and buy the right plan instead — we have no mechanism for swapping one plan for another. If it was installed before the mistake was noticed, the supplier will not take it back, so it cannot be refunded.

Alternatives when a refund is not possible

If a check shows a refund does not apply, that does not mean nothing can be done. Sometimes buying a fresh plan for the next trip and matching validity more closely to the actual travel dates prevents the same issue from repeating. And if a genuine system fault occurred — a QR that never worked through no fault of the user, for instance — that is a separate situation worth reporting on its own terms, since it is a technical fault rather than a change-of-mind refund request.

When the profile was faulty from the start through no fault of yours

This differs from an ordinary refund request because it is about a technical fault that occurred before any real use took place. If the install steps were followed correctly and the profile simply never worked from the start, report that and describe what was already tried, so we can tell whether it is a fixable configuration issue or a genuinely faulty profile.

What to do before your next purchase to reduce this problem

Part of the refund-after-install problem can be prevented at the point of purchase. Choosing a validity length closer to the actual travel dates, rather than buying far earlier than necessary, reduces the chance that plans change before the plan is ever used. Double-checking the destination before paying also cuts down on wrong-destination purchases. If you are unsure how much data or how many days a trip needs, the data calculator can give a rough estimate before you commit to buying.

Estimate the data you'll likely need before buying

If the plan was bought through someone else or an organisation

Sometimes a plan was not bought by the end user themselves — bought on behalf of a family member, for instance, or issued as part of a group tour batch. In that case, the person who should request the refund is whoever holds the actual order number, since payment records and receipts are tied to that account. If you are the end user but not the buyer, the fastest route is to have the buyer contact us, or to pass along the order details the buyer received in full.

What timing to expect

We cannot give a fixed turnaround in hours or days, because it depends on whether we also need to wait on a reply from the originating supplier. Cases that can be checked entirely on our side usually get an answer faster than ones that need escalating to the supplier. Either way, we will report progress as more information comes in rather than leaving it silent.

What actually decides the outcome

In the end, what decides whether a refund is possible is not how long has passed since purchase, not a feeling of “barely used,” and not a guess about eligibility. It is the profile's real state as verified against the source system: whether it was installed, whether it ever connected to a network, and whether data was ever pulled. Those three facts are the core of every answer.

If the whole trip is cancelled before you travel

Cancelling the whole trip does not change the rules explained above, because what decides the outcome is still the profile's own state, not the reason behind the cancellation. If it was bought but never installed, requesting a refund follows the normal steps. If it was installed ahead of time but the trip was cancelled before it ever connected to the destination network, that state still falls into the considerable group in the table above. What is worth avoiding is letting the matter sit quietly until the plan expires on its own, because once it has expired there is nothing left to consider refunding, however reasonable the cancellation was. Telling us as soon as the trip is known to be cancelled matters more than waiting to see how things unfold.

If several backup plans were bought for a single trip

Some people buy more than one plan for the same trip, in case the destination changes or one plan's signal turns out weaker than expected. In that situation, each plan is always considered on its own state, not as one bundle. A plan that was never installed still falls into the normally-considerable group, while one that was installed and already had data pulled still falls under the same non-refundable rule, regardless of whether the other one bought for the same trip was never touched at all. This separate treatment means a refund on one backup plan is possible even while another plan from the same trip has already been used.

To make checking easier when several plans are involved, list each order number separately and clearly when contacting us, rather than describing them together as “several bought for this trip.” Status is checked per order, not per trip, so giving every order number in the first message cuts down on back-and-forth considerably.

Contact us to check the actual status