We understand that travel plans can be unpredictable or that mistakes happen during the excitement of preparing for a trip. Whether you accidentally bought a plan for the wrong country or your destination has changed, here is how we can help.

Uobičajeni razlozi za kupovinu pogrešne eSIM kartice

It's easy to make a mistake when selecting a data plan. Often, our users find themselves in these situations:

• Country name confusion: Selecting a country with a similar name (e.g., Austria instead of Australia).
• Polazište naspram destinacije: Slučajna kupovina paketa za vašu matičnu zemlju umjesto za destinaciju putovanja.
• Regionalna naspram lokalne eSIM kartice: Kupovina eSIM kartice za jednu zemlju kada bi regionalni paket bio bolji za vaše putovanje sa više zaustavljanja.

Šta mogu učiniti ako imam pogrešnu eSIM karticu?

1. Request a refund

Ako ne možete koristiti svoju eSIM karticu, sada možete podnijeti zahtjev za povrat novca direktno preko svog Airalo naloga.

• How to apply: Go to 'My eSIMs', select your package, and look for the 'Request Refund' button in your 'Package History'. You can also find it in Order Details via Profile > Orders. Please note that the button will only appear for eligible orders, as expired or fully used eSIMs are not eligible.
• Choose a reason for refund: You can pick from 'Wrong purchase', 'Plans changed', 'Installation issues', or 'eSIM not working'. Note that for 'Wrong purchase' and 'Plans changed', the Airmoney option (our in-app currency) is the only available refund method. For the other two, choose between Airmoney or a credit back to your original payment method.
• Vrijeme obrade: Dok je Airmoney trenutačan, povrati na originalni način plaćanja obično traju 7-10 radnih dana (ili do 30 dana, zavisno od vaše banke).

Važno: Ako ste nedavno imali više automatskih povrata, vaš zahtjev može biti poslan našem timu za podršku na ručni pregled.

2. Share your eSIM with a friend

If you haven't installed your eSIM yet, you can share it with someone else. Just send them the installation QR code you receive in-app after you purchase. As long as it hasn't been installed, it's transferable to any compatible device.

Kako da podijelite svoj QR kôd:

• Nakon kupovine eSIM kartice, idite u aplikaciju i odaberite 'Moje eSIM kartice' da pronađete svoj QR kôd.
• Select 'Install or Share', then on the next screen, select 'Share and More'. Your QR code will then appear on the screen.
• You can share this QR code by selecting ‘Share eSIM’ and sending it through the channel of your choice (e.g., by email, through a messaging service, or via your device's 'Quick Share' function). You can also print it or display it on another device for a friend to scan.

3. Contact our Support Team

Ako dugme za povrat novca nije dostupno ili vam je potrebna dodatna pomoć, obratite se našem timu za podršku.

To do so, tap the orange chat icon from inside the app, then select either 'Chat in the Airalo App' or 'Chat on WhatsApp'. To help us review your case quickly, please contact us before attempting to install or use the eSIM.

Ako imate dodatnih pitanja ili vam je potrebna dodatna pomoć, obratite se našem timu za podršku — uvijek ćemo vam rado pomoći.