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.

Alasan umum kesalahan pembelian eSIM

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

• Kebingungan nama negara: Memilih negara dengan nama yang mirip (misalnya, Austria alih-alih Australia).
• Negara asal vs tujuan: Tidak sengaja membeli paket untuk negara asal Anda alih-alih tujuan perjalanan Anda.
• Regional vs. local eSIM: Buying a single-country eSIM when a regional plan would have been better for your multi-stop itinerary.

Apa yang dapat saya lakukan jika salah membeli eSIM?

1. Request a refund

Jika Anda tidak dapat menggunakan eSIM, Anda kini dapat mengajukan permintaan pengembalian dana langsung melalui akun Airalo Anda.

• 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.
• Waktu pemrosesan: Airmoney akan diterima secara instan, sedangkan pengembalian dana ke metode pembayaran aslinya secara umum membutuhkan waktu 7-10 hari kerja (atau hingga 30 hari, bergantung pada bank Anda).

Penting: Jika baru-baru ini Anda sering menerima pengembalian dana otomatis, permintaan Anda mungkin akan diteruskan ke Tim Dukungan kami untuk ditinjau secara manual.

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.

Cara membagikan Kode QR Anda:

• Setelah membeli eSIM, buka aplikasi lalu pilih 'eSIM Saya' untuk menemukan Kode QR Anda.
• 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

Jika tombol pengembalian dana tidak tersedia atau jika Anda membutuhkan bantuan lebih lanjut, silakan hubungi tim dukungan kami.

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.

Jika Anda memiliki pertanyaan lebih lanjut atau membutuhkan bantuan lainnya, silakan hubungi tim dukungan kami — kami senantiasa siap membantu Anda.