Refunds: when can I get one?

eSIMs are digital and are delivered straight after payment, so refunds follow esimcrypto.me's terms. This is a summary of what they say. The terms themselves always decide.

What the terms say

• Sales are final once the eSIM has been installed or activated, except as the terms set out or as the law requires.
• A plan clearly marked as starting straight after purchase starts its validity as soon as payment succeeds. It can't be cancelled or refunded just because you are not ready to travel or use it yet, unless the law requires it or the service was materially different from its description.
• A refund or a replacement eSIM may be given if you can reasonably show that:
  • the eSIM was never installed on a device and no data was used; or
  • it failed to activate because of a verified technical problem on our side or the network's, and you contacted support and gave them a reasonable chance to fix it before the plan's validity ended; or
  • the service was materially different from its description on the website when you bought it.
• Ask within 30 days of purchase, with your order number and any diagnostic details support asks for.
• Refunds go back to the original payment method. Depending on the payment provider, they can take several business days to appear.

• If you paid in crypto, the refund is sent by hand to a wallet address you give support, in the same coin and on the same network you paid with.

• No refund is given for, among other things: an incompatible or locked phone, not following the installation instructions, deleting the eSIM, data already used, travel plans you cancelled or changed, or slow speeds in particular places where the service otherwise works.

Read the full terms

The Refunds section of the Terms.

How to ask

Contact support and include what went wrong, and any error messages or screenshots. If your eSIM isn't working, don't delete it from your phone while support is looking into it.

Add the email you used to buy, or your order number.

If you paid with an order code, share your eSIM's ICCID or the link to your order page instead. Never send your order code.

You can also give the order number shown at the top of your order page. It is not your order code.