eSIM 出了问题：哪些能退款，哪些不能
分界线在于配置文件是否已经用过，以及责任落在哪一方。
快速解答
- A profile that has not been installed and has not expired has the best chance of a refund.
- If the device is unsupported or carrier-locked, that is a device-side condition and often falls outside refund cover.
- Partner offers are refunded by that seller, not by us.
| State of the profile | What it means | Effect on the assessment |
|---|---|---|
| What you experience | Where the cause usually sits | The usual outcome |
|---|---|---|
- 1
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常见问题
I have not installed it at all. Can I get a refund?+
A profile that has never been installed and has not expired is the case with the best prospect. Report it with the order number as soon as you notice, because the time left before expiry affects what options remain. The final outcome still depends on the terms of the plan you bought.
My plans changed halfway through. Can I get a pro-rata refund?+
Roaming plans are not designed for mid-term cancellation, and once in use, refunds proportional to the remaining data or days are generally not available. If the trip is postponed before you start, report it before installing or before the clock begins, because that state is treated very differently.
I bought a plan and then found my phone does not support eSIM.+
Send the model and the order number and we will confirm whether it is a genuine hardware limit or a settings issue that can be fixed. Hardware limits generally fall outside refund cover, because the condition existed before the order. If nothing has been installed, the case can still be looked at individually.
I paid but no QR arrived. How long should I wait?+
Check the spam folder and the address you typed at checkout first, because a mistyped email is a common cause. Then message us with the order number or that address and we will check whether the profile was issued. If it was, we can resend it; if it genuinely failed, it moves into the refund process under the policy.
I deleted the profile because I thought it was faulty. Can I get another?+
Most eSIM profiles install only once, so deleting one usually ends its usable life, and that generally falls outside refund cover. If you have just done it and told nobody, message us with the order number straight away and we will check what options remain, though we cannot promise recovery.
I bought through a partner offer and something went wrong. Where do I start?+
Start with that order's confirmation email, which names the seller and how to reach them. The refund is handled by that seller under their own terms, since we are not the contracting party. If it is unclear who to contact, send us a picture of the email and we will point you the right way.
常见问题
Can I cancel halfway through?+
Roaming plans are not built for mid-term cancellation; once in use, pro-rata refunds are generally not available.
Who do I contact about a partner purchase?+
Contact that seller using their confirmation email. We are happy to help chase it, but we are not the contracting party.