Neem contact op

We nemen op en reageren via LINE en e-mail 24 uur per dag, elke dag, in welke tijdzone je ook zit. Laat op de avond Thaise tijd kan een antwoord iets langer duren, maar niets blijft liggen tot de ochtend.

Je kunt op elk moment bellen. Als de lijn bezet is, laat dan een bericht achter op LINE @esimonline of op WhatsApp en we nemen zo snel mogelijk contact met je op. Reis je zonder LINE? Via WhatsApp kom je bij hetzelfde team terecht.

Houd dit bij de hand, dan kunnen we sneller helpen

• Je bestelnummer, of het e-mailadres waarmee je kocht.
• Merk, model en OS-versie van het toestel.
• Het land waar je bent en de netwerknaam die je telefoon toont.
• Een schermafbeelding van je scherm met mobiele instellingen.

The channels that actually reach us

We have three channels: LINE, email, and phone at 089-942-0818 / 088-521-6848. We take messages around the clock, every day. That is not boasting — it is telling you in advance what you will actually get, because nothing is more frustrating than waiting for a reply that never comes while you are stuck at an airport.

LINE is fastest for anything that needs back-and-forth — problems after installation especially, since you can send a screenshot straight away and the context stays in one thread. Email suits anything that wants a paper trail: refund requests, business quotations, or a request about your personal data, where a clear timestamp you can refer back to matters.

Both channels are read by people, not by a bot working from a script. The consequence is that if your message says only that it does not work, we have to ask back — and one round of asking back can cost hours when you are in another time zone. The next section is therefore about writing a message that ends in one round.

When we are reading

We read messages 24 hours a day, every day — there is no window when we stop. If you are in Europe or the Americas, write at whatever hour suits you rather than working out the Thai offset first. The only thing that changes is speed: daytime in Thailand is fastest, and the small hours can take a little longer.

Even with somebody awake all night, the practical conclusion is unchanged: install the eSIM while you are still at home. Sorting a problem out over chat at three in the morning in a foreign airport is always slower than scanning the QR code in advance on your own Wi-Fi. This is exactly why every guide we write insists on installing before you fly.

Which channel for which problem

Writing a message that ends in one round

The messages we solve fastest all look the same: who you are in our records, what handset, where you are, and what the screen is showing. Those four let us skip the guessing entirely. The slowest message is the one that says only that it does not work, because that phrase covers at least ten different causes — from not having installed anything yet, to having installed it but not switched data over to the new line.

• Je bestelnummer, of het e-mailadres waarmee je kocht.
• The handset brand, model and OS version.
• The country and city you are in right now.
• The network name your phone is showing — or that it shows none at all.
• A screenshot of the cellular settings or SIM list screen.
• What you have already tried, so we do not suggest it again.

The table below shows that different symptoms usually come from different causes, and that what we need to look at differs too. If your first message carries what the matching row lists, we can skip the round of questions entirely.

Four things to try before messaging

Most of what reaches us is fixable in a few minutes without any help. If you are abroad with no data yet, trying these first is usually faster than waiting for a reply. They are ordered from the most common cause to the least.

1. 1Confirm the profile is actually installedOpen the settings section about cellular or SIMs and look for a new line. Where that menu sits differs by manufacturer and OS version. If no new line appears at all, the installation did not complete.
2. 2Turn the line on and set data to use itInstalling and enabling are separate steps. Plenty of people finish the install while the phone is still taking data from the old SIM. Check the new line is switched on and selected as the one used for mobile data.
3. 3Enable data roaming for that lineIt sounds wrong when you are trying to avoid roaming charges, but most traveller eSIM plans work through a partner network in that country, so the phone has to allow that line to roam. Flipping the switch does not add a charge — the plan is already paid for.
4. 4Restart the phone, then wait a momentAfter landing, the handset can still be clinging to the previous network's information. A restart forces a fresh search, and it sometimes takes a minute or two before a local network name appears.

Lees de stapsgewijze installatiehandleiding

If you are abroad with no connection at all

This is the hardest case, because both of our channels need the internet. The workable answer is to find Wi-Fi first — an airport, a hotel, a cafe — or borrow a hotspot from whoever you are travelling with for a couple of minutes. A brief connection is enough to send a message and receive an answer.

If you travel alone and this worries you, do two things before leaving home: install the profile while you are on your own Wi-Fi, and save the installation steps offline — screenshots of the key screens are enough. Together they mean you never need the internet in order to get the internet.

Vragen voordat je koopt

We are glad to answer questions before you buy, and we answer honestly even when the honest answer costs the sale. If your handset cannot take an eSIM, we will say do not buy it, rather than sell first and sort out a refund later. Fair game: whether a plan suits your route, how its validity lines up with your dates, and how much data to choose.

What we cannot do is guarantee speed or coverage at a specific spot — the hotel you booked, or the mountain village you are heading to — because that depends on the local network and the terrain. Anyone answering that question with a confident number is promising something they do not control.

If you bought somewhere else

If you bought your eSIM from another shop rather than from us, that seller holds your order and is the only party who can issue a receipt, refund you, or reissue a profile. We have no access to their systems and cannot look your order up on your behalf. The refund policy that applies to you is theirs, not ours.

What we can offer is general technical help: explaining what to check in the settings, or reading a screenshot to work out whether it looks like an installation problem or a network one. That help is free and unconditional. Anything that requires touching an account or an order has to go back to the original seller.

Receipts, documents and refunds

For orders placed with us directly, send the order number along with what you need — a duplicate receipt, a correction to a name on a document, or a refund. Which cases qualify for a refund and which do not is set out in our refund policy on its own page. Reading it first tells you where your case is likely to land.

Outside our hands is the payment side: the exchange rate your bank uses, any conversion fee, and exactly when a refund appears on your statement — usually 5 to 10 working days after we issue it. Those timings are set by the payment provider and your card issuer. We can tell you the day we processed the refund; when it lands is up to them.

Requests about your personal data

To see, correct or delete personal data we hold, email us and state clearly what you want, along with something that helps confirm you are the person concerned — the address you ordered with, for instance. The scope of the rights you have depends on the data-protection law that applies to your case, and that is not the same everywhere.

Data held by the supplier behind the plan sits under that supplier's policy and the law where it operates, not ours. If your request touches their side of it, we will say plainly which part we can handle and which part has to be passed on.

What we will never ask you for

There are things our support has no reason to ask for, and if someone using our name asks for them, assume it is not us: any of your passwords, a one-time code your bank has sent you, a full card number with the security code, or a request to install remote-control software on your phone.

We reply through the channel you started — the same LINE thread, or a reply to the email you sent. If a message from anywhere else claims to be us and pressures you to pay more or tap a link immediately, stop and check back through the original channel. Verifying costs a couple of minutes and rules out a much larger problem.

Content corrections and feedback

If you find something wrong or out of date on the site — steps that no longer match the menus on a newer handset, or plan details that have changed — send the link and say which part is off. We take this seriously, because a wrong guide does more damage to a reader than a missing one.

General feedback is welcome too, particularly questions you looked for on the site and could not find an answer to. Those tell us exactly which guide is missing. If your question is already answered somewhere, we will send the link; if it is not, we will write it.

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