I bought the wrong country eSIM

If you bought your travel eSIM for the wrong country or region, your eSIM won't work at your destination. Contact us as soon as you realise, ideally before you install it.

If you haven't installed it yet

• Contact us with your subscription details and the country you actually need coverage for.
• We can usually cancel the unused plan and issue a refund, then you can buy the correct one.

If you've already installed it

Once an eSIM is installed and the plan is activated, refund eligibility depends on whether the plan has been used.

• If the eSIM hasn't connected to a network yet, you may still be eligible for a refund. Contact us right away.
• If the eSIM has already been used (any data consumed), a refund is usually not possible. We can advise on buying a replacement plan for your actual destination.

What to send us

• Your your travel eSIM subscription ID or order number.
• The country you bought the plan for.
• The country you actually need.
• Whether you've installed the eSIM yet.

This article doesn't cover:

Checking coverage before purchase →Check the right country before you buy

Cancellation policy →How to cancel your travel eSIM subscription