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.

Almindelige årsager til køb af et forkert eSIM

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

• Forvirring om landenavne: Valg af et land med et lignende navn (f.eks. Østrig i stedet for Australien).
• Oprindelse vs. destination: Køb af en pakke til dit hjemland ved et uheld i stedet for din rejsedestination.
• Regionalt vs. lokalt eSIM: Køb af et eSIM til et enkelt land, når en regional pakke ville have været bedre til din rejse med flere stop.

Hvad kan jeg gøre, hvis jeg har det forkerte eSIM?

1. Request a refund

Hvis du ikke kan bruge dit eSIM, kan du nu indsende en anmodning om refusion direkte via din Airalo-konto.

• 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.
• Behandlingstid: Mens Airmoney er øjeblikkelig, tager tilbagebetalinger til den oprindelige betalingsmetode typisk 7-10 hverdage (eller op til 30 dage afhængigt af din bank).

Vigtigt: Hvis du for nylig har haft flere automatiske refusioner, vil din anmodning muligvis blive sendt til vores supportteam til manuel gennemgang.

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.

Sådan deler du din QR-kode:

• Efter du har købt dit eSIM, skal du gå til appen og vælge 'Mine eSIM' for at finde din QR-kode.
• 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

Hvis refusionsknappen ikke er tilgængelig, eller hvis du har brug for yderligere hjælp, bedes du kontakte vores supportteam.

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.

Hvis du har yderligere spørgsmål eller har brug for mere hjælp, bedes du kontakte vores supportteam – vi hjælper altid gerne.