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.

Vale eSIM-i ostmise sagedasemad põhjused

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

• Riikide nimede segiajamine: sarnase nimega riigi valimine (nt Austria asemel Austraalia).
• Päritolu ja sihtkoht: kogemata paketi ostmine koduriigi, mitte reisi sihtkoha jaoks.
• Piirkondlik või kohalik eSIM: ühe riigi eSIM-i ostmine olukorras, kus mitme peatusega reisi jaoks sobinuks paremini piirkondlik pakett.

Mida teha, kui mul on vale eSIM?

1. Request a refund

Kui Te ei saa Teie eSIM-i kasutada, saate nüüd esitada tagasimaksetaotluse otse oma Airalo konto kaudu.

• 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.
• Töötlemisaeg: Airmoney laekub kohe, kuid tagasimaksed algsele makseviisile võtavad tavaliselt 7–10 tööpäeva (või kuni 30 päeva, olenevalt Teie pangast).

Tähtis: kui olete hiljuti saanud mitu automaatset tagasimakset, võidakse Teie taotlus saata meie kasutajatoele käsitsi ülevaatamiseks.

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.

Kuidas jagada oma ruutkoodi:

• Pärast Teie eSIM-i ostmist minge rakendusse ja valige oma ruutkoodi leidmiseks „Minu eSIM-id”.
• 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

Kui tagasimakse nuppu pole saadaval või vajate täiendavat abi, võtke ühendust meie kasutajatoega.

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.

Kui Teil on lisaküsimusi või vajate rohkem abi, võtke ühendust meie kasutajatoega – aitame alati hea meelega.