What can I do if I didn't purchase the right eSIM or have a change of plans?

Quick answer

Contact us as soon as you realise, before installing or using the eSIM. Under our refund and cancellation policy you may request a refund within 14 days of purchase where the eSIM has not been used, and each request is reviewed individually.

What to do

1. Do not install the eSIM if you have not already. An unused eSIM is much more straightforward to resolve.
2. Email support@esimaze.com with the order email address, the package bought, and what you need instead.
3. Tell us whether you would prefer a refund or a different package.

What affects the outcome

• Whether the eSIM has been installed, activated, or used.
• How long ago the purchase was made.
• Whether the package was faulty or simply not the one you wanted.

Requesting a refund within the 14-day window does not by itself guarantee approval - the full terms, including situations that are not normally refundable, are set out in our refund policy.

If the eSIM did not work

That is treated differently from a change of mind. Work through why is my eSIM not working first, then contact us with what you tried, so we can look at a replacement or refund on service grounds.

Still need help?

Email support@esimaze.com or message us on WhatsApp - both are listed on /help/contact. If you have an account, you can also raise a ticket at /app/support. Include your destination, device model, and what you have already tried.