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.

Yleisiä syitä väärän eSIMin ostamiseen

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.

Mitä voin tehdä, jos minulla on väärä eSIM?

1. Request a refund

Jos et voi käyttää eSIMiäsi, voit nyt lähettää hyvityspyynnön suoraan Airalo-tilisi kautta.

• 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.
• Käsittelyaika: Airmoney-hyvitys on välitön, mutta hyvitykset alkuperäiselle maksutavalle kestävät tyypillisesti 7–10 arkipäivää (tai jopa 30 päivää pankistasi riippuen).

Tärkeää: Jos olet äskettäin saanut useita automaattisia hyvityksiä, pyyntösi saatetaan lähettää tukitiimillemme manuaalista tarkistusta varten.

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.

Näin jaat QR-koodisi:

• Kun olet ostanut eSIMisi, avaa sovellus ja valitse 'Omat eSIMit' löytääksesi QR-koodisi.
• 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

Jos hyvityspainike ei ole saatavilla tai jos tarvitset lisäapua, ota yhteyttä tukitiimiimme.

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.

Jos sinulla on lisäkysymyksiä tai tarvitset enemmän apua, ota yhteyttä tukitiimiimme – autamme aina mielellämme.