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 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?

Share your eSIM with a friend

If your eSIM is not installed, it’s possible a friend can use it.

You can share the eSIM via QR code and send the installation instructions to a friend or family member who is traveling to that destination. As long as the eSIM has not been installed, it is transferable to any compatible device.

Contact our Support Team

If you cannot use the eSIM or share it, please reach out to us as soon as possible. We are here to review your case.

Note, to be eligible for a resolution, 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.