If your eSIM cannot be issued
If your payment was captured but your eSIM cannot be issued, contact support promptly. We will investigate the order and refund eligible failed purchases to the original payment method.
Once your eSIM has been issued
Refund eligibility depends on the order’s fulfilment, installation, activation, usage, expiry, and the reason for your request.
An eSIM may become non-refundable once it has been installed, activated, used, expired, shared, or otherwise consumed. Requests based on a change of mind, an incompatible or carrier-locked device, or failure to follow installation instructions may not qualify, except where applicable law provides otherwise.
If you experience a technical problem
Contact support while you are in a destination covered by your plan, and keep the eSIM installed while we investigate. Deleting it may prevent reinstallation or make troubleshooting more difficult.
We may ask you to complete reasonable troubleshooting steps and provide relevant device settings or error messages. This helps us review the connection issue alongside available network and usage records.
Request a refund review
- Sign in to your esimnexo account.
- Open the paid order related to your request.
- Complete the refund form and explain what happened.
- Provide any relevant information requested during the review.
Submitting a request does not guarantee approval. We assess each request using the order details, available evidence, and applicable requirements.
After a refund is approved
Your bank or payment provider may need additional processing time before the funds appear in your account.
Your rights and further questions
This policy does not limit any rights you may have under applicable consumer law.
For questions, use our contact page or open a support ticket. Please submit account-specific requests while signed in so we can verify ownership and review the relevant order.