I bought the wrong destination

If the profile has never been installed, refund the order yourself from the order page within 14 days of paying, then buy the right destination. Once it is installed the supplier will not take it back, so there is no refund and no exchange. Send your order number if you are not sure which state it is in and we will check.

The order confirmation has already gone through and only then do you notice the wrong country was selected — Japan swapped for South Korea, a whole regional plan bought when only one country was needed, or an old plan sitting in the cart from a previous trip got checked out by mistake. This happens to everyone and more often than people expect. The single most important factor is how quickly you tell us, because the sooner you do, the more options remain open.

There is one rule: a refund is possible within 14 days of payment, and only while the profile has never been installed and no data has been used — that case is self-serve from the order page. We have no mechanism for swapping one plan for another, so the fix is to refund the wrong order and buy the right plan. This page explains what to do the moment you notice, what to prepare before contacting us, and why some situations can no longer be reversed.

The two states that decide everything: installed or not

The heart of the matter comes down to one question: has the eSIM profile actually been installed on a device yet? If it has not, that means the QR code or install link has not been used at all, and the profile is still in a state the supplier can far more easily cancel or reverse, because it has not yet been bound to any specific device.

But once it has been installed — even if it has never actually been activated or connected to any network — that profile is technically bound to that device already. The supplier does not take back an installed profile, so we cannot refund it past that point, whether or not any data was used.

If it has not been installed yet, what to do

1. 1Stop tapping anything further in the app or order pageDo not tap 'install' or scan the QR hoping to cancel it later — installing is the exact point that changes the order's status right away.
2. 2Open the order confirmation email and find the order numberThis number is the first thing we need in order to find your order in the system.
3. 3Contact us immediately by LINE or emailTell us the wrong country was purchased and state which country you actually intended, so we can check what options exist under that plan's own terms.
4. 4Wait for our confirmation before buying a new planBuying a new plan before hearing back can make it harder to sort out which order is the one that should actually be used.

Contact the team on LINE the moment you notice the mistake

If it has already been installed, what can still be done

Once it is installed, a refund for buying the wrong plan is no longer available. What we can help with is working out whether the plan you bought is still useful on your trip, and choosing the right plan for where you are actually going. The single exception is a profile that genuinely does not work, which is a technical fault rather than a wrong purchase, and we check that with the supplier case by case.

What helps this move fastest is sending complete details from the very first message rather than piece by piece, because every round of back-and-forth to ask for more information means more time passes, and options tend to narrow further as time goes on.

A table comparing order status against paths that are usually possible

This table is a broad overview to give a sense of direction, not a guarantee of outcome, since the real result depends mainly on that plan's own terms and the supplier's discretion.

The difference between buying the wrong country and buying the wrong plan within the right country

Sometimes what is wrong is not the country but the plan within that same country — for instance choosing too little data for a long trip, or picking a plan that starts on install when a first-connection start was actually wanted. This differs from buying the wrong country in that the destination is already correct, so there is often a more flexible fix available, such as buying an additional top-up rather than needing to cancel everything. But it still comes down to whether the original profile has already been installed, exactly as with the wrong-country case.

If unsure which case this falls into, the simplest step is to reopen the order confirmation email and read it closely, comparing the country name, data amount, and start-of-validity type against what was actually intended, then send those details along with the question so we can help check.

If plans were bought for several people at once and only some are wrong

When buying plans for several travel companions in one order or across a few consecutive orders, mistakes usually affect only some entries, not all of them — for example, the right country was bought for four people but missed for one. It matters to specify clearly which entries are correct and which are wrong, with the specific order number of the wrong one, so the review does not get confused with the correct entries that should not be touched at all.

What to prepare before contacting us

• The order number from the confirmation email
• The wrong country or region that was purchased
• The country or region you actually intended to buy
• Whether the profile has been installed yet, and if so, whether it has ever been activated or connected to a network
• Your actual travel dates, in case they affect choosing a replacement plan

How to prevent this from happening again next time

Mistakes like this most often come from rushing or from how similar country and region names can look — for instance picking a regional plan when only one country was actually needed, or checking out from an old cart left over from a previous trip without noticing the date or destination. What helps is always reviewing the order summary screen in full before confirming, especially the country name, the region it covers, and the intended usage dates.

A table of points that commonly lead to a wrong purchase

Browse countries and regions before your next purchase

The effect on travel dates while waiting for a review

If the travel date is close while the case is still under review, the common worry is not having a working plan in time. What can be done is telling us the real travel date along with the other details from the very first message, so there is a clear picture of how much time is left. If very little time remains, the most sensible option is sometimes to buy a fresh plan for the correct country first, so there is a working connection for the trip guaranteed, and let the original order's review continue separately rather than waiting for its outcome right up against the departure date.

Buying a new plan first does not mean giving up on the review of the original order — the two can proceed independently. What matters is keeping both order numbers clearly on hand and letting us know a new plan has already been bought, so the follow-up stays clear on both sides.

Situations that usually leave no option left

There are situations where nothing can be done no matter how quickly you tell us — the profile has been installed on a device, or more than 14 days have passed since payment. We will say so directly if that is the case, rather than offering hope that cannot actually be delivered, because clear information serves a traveller better than an answer that only sounds reassuring.

Accidentally paying twice is different from buying the wrong country

If what happened is confirming the same order twice by accident for the identical plan, that is a different situation from buying the wrong country, and it is usually easier to verify because both order records can be compared directly. If that happens, send both order numbers so we can check them as well.

A short summary before closing this out

Speed is the single most important factor. If it has not been installed, stop and contact us right away. If it has already been installed, send us complete details as soon as possible so we can check what options genuinely exist under that plan's terms. Do not test-activate it 'just to check' if unsure, and review the order summary carefully before confirming next time to lower the chance of this repeating.