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.

Uobičajeni razlozi za pogrešnu kupnju eSIM-a

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).
• Polazište u odnosu na destinaciju: Slučajna kupnja paketa za matičnu državu umjesto za destinaciju putovanja.
• Regionalni u odnosu na lokalni eSIM: Kupnja eSIM-a za jednu državu kada bi regionalni paket bio bolji za vaš itinerar s više odredišta.

Što mogu učiniti ako imam pogrešan eSIM?

1. Request a refund

Ako ne možete koristiti svoj eSIM, sada možete podnijeti zahtjev za povrat novca izravno putem svog Airalo računa.

• 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.
• Vrijeme obrade: Dok se Airmoney uplaćuje trenutno, povrat na izvorni način plaćanja obično traje 7 do 10 radnih dana (ili do 30 dana, ovisno o vašoj banci).

Važno: Ako ste nedavno imali više automatskih povrata, vaš bi zahtjev mogao biti poslan našem timu za podršku na ručni pregled.

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.

Kako podijeliti svoj QR kod:

• Nakon kupnje svog eSIM-a, idite u aplikaciju i odaberite 'Moji eSIM-ovi' kako biste pronašli svoj QR kod.
• 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

Ako gumb za povrat novca nije dostupan ili vam je potrebna dodatna pomoć, obratite se našem timu za podršku.

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.

Ako imate dodatnih pitanja ili vam je potrebno više pomoći, obratite se našem timu za podršku — uvijek rado pomažemo.