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.

Mga Karaniwang Dahilan ng Maling Pagbili ng eSIM

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

• Pagkalito sa pangalan ng bansa: Pagpili ng bansa na may katulad na pangalan (hal., Austria sa halip na 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.

Ano ang maaari kong gawin kung mali ang aking eSIM?

1. Request a refund

Kung hindi mo magamit ang iyong eSIM, maaari ka na ngayong magsumite ng kahilingan para sa refund nang direkta sa pamamagitan ng iyong 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.
• 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.
• Oras ng pagproseso: Habang mabilis o instant ang Airmoney, ang mga refund sa orihinal na paraan ng pagbabayad ay karaniwang umaabot ng 7-10 business days (o hanggang 30 araw, depende sa iyong bangko).

Mahalaga: Kung kamakailan ay nagkaroon ka ng maraming naka-automate na refund, maaaring ipadala ang iyong kahilingan sa aming Support Team para sa manu-manong pagsusuri.

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.

Paano ibahagi ang iyong QR code:

• Pagkatapos bilhin ang iyong eSIM, pumunta sa app at piliin ang 'My eSIMs' para mahanap ang iyong 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

Kung hindi available ang button para sa refund o kung kailangan mo pa ng tulong, mangyaring makipag-ugnayan sa aming 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.

Kung mayroon kang iba pang mga katanungan o kailangan pa ng tulong, mangyaring makipag-ugnayan sa aming support team — lagi kaming handang tumulong.