How does support work?

Support has three layers, and most questions are settled at the first one. Pick whichever fits your situation.

1. 11. Solve it yourselfThis guide and the FAQ page cover the bulk of what people ask. For installation and "no internet" questions it is the fastest route - nobody to wait for.
2. 22. Live chatUse the support bubble in the bottom corner of every page. Including your order number and phone model noticeably raises the odds of getting the fix in the first reply.
3. 33. A support ticketIf it involves a refund, an invoice correction or a check on the carrier side, we open a ticket. You follow it from the support section of your account, and every update is e-mailed to you as well.

Include these and we will be faster

• Your order number (it is on the My orders page).
• Phone brand and model - the steps differ per brand.
• Which country you are in and when you arrived.
• A screenshot: the error message, the cellular settings screen or the signal bar.
• What you have already tried - suggesting the same steps back wastes both our time.

Refunds and cancellations

• eSIMs whose QR code was never generated, or never installed, are fully refundable.
• An installed eSIM cannot be refunded - the carrier counts the line as used.
• That rule does not apply if a technical fault meant you could never use the line; we investigate and put it right.
• Approved refunds go back to the card you paid with; your bank may take a few business days to show it.