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.

Common reasons for a wrong eSIM purchase

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).
• Origin vs. destination: Accidentally purchasing a plan for your home country instead of your travel destination.
• Regional vs. local eSIM: Buying a single-country eSIM when a regional plan would have been better for your multi-stop itinerary.

What can I do if I have the wrong eSIM?

1. Request a refund

If you can't use your eSIM, you can now submit a refund request directly through your Airalo account.

• 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.
• Refund options: Depending on when you purchased your plan, you may choose to receive your refund as Airmoney (our in-app currency, credited instantly) or as a credit back to your original payment method.
• Processing time: While Airmoney is instant, refunds to the original payment method typically take 7-10 business days (or up to 30 days, depending on your bank).

Important: If you've recently had multiple automated refunds, your request might be sent to our Support Team for manual review.

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.

How to share your QR code:

• After purchasing your eSIM, go to the app and select 'My eSIMs' to find your QR code.
• 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

If the refund button isn't available or if you require further assistance, please reach out to our support team.

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.

If you have any further questions or require more assistance, please reach out to our support team — we're always happy to help.