The email you ordered with
It is how we find the order. If you bought with Apple or Google sign-in, it is the address that account uses.
Support
Something not working? Write to us.
One address, read by the people who built the app. Most messages are answered the same day, and always within two business days.
Before you write
Three lines that save a day
A reply is only as fast as the second message. Including these means there usually isn't one.
Where you are, and on what
The country you are in and the phone you are using. Roaming behaviour differs by network and by handset, so both change the answer.
What the phone shows
The status on the eSIM in the app, and whichever network name appears under manual network selection. A screenshot is ideal.
Questions
The ones that come up most
Sizing a plan before you fly is a different question — the data calculator does that one.
Install over Wi-Fi rather than mobile data, and make sure the phone is unlocked to all networks — a handset locked to a carrier cannot add another line. An eSIM can only be installed once: if the profile was added and then deleted from the phone, it is spent, and reinstalling it will not work. Email us and we will ask the operator about reissuing it.
Three things, in order. Turn the Cabin Mode line on in your phone's mobile data settings and set it as the line for mobile data. Switch data roaming on for that line — the plan is a roaming plan, so without it nothing connects. Then toggle airplane mode on and off to force a fresh network search. If it is still dark after that, send us the destination and what the phone shows under network selection.
Most plans start on their first connection to a network at your destination, not when you buy or install them. A few start at installation instead; which rule applies is shown on the plan before you pay and again on the eSIM in the app. Once running, the validity period counts down in real time whether or not you are using it.
Yes. Open the eSIM in the app and top it up — the data is added to the profile already on your phone, so there is nothing new to install and nothing to switch over.
If the plan has not been installed or activated, yes. Once a profile has been downloaded to a handset it is consumed and cannot be returned to us, so a refund at that point depends on what the operator allows — email us with your order and we will tell you where you stand rather than guess. Faults on our side are refunded in full.
In the app, under Account, or by emailing us. Everything that happens to your data either way is set out on the account deletion page.