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.

Sedemên berbelav ên kirîna eSIM-a şaş

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

• Tevliheviya navê welat: Hilbijartina welatekî bi navekî wekhev (mînak, Avusturya li şûna Awistralya).
• Cihê niha li hember cihê rêwîtiyê: Bi xeletî kirîna planekê ji bo welatê we yê niha li şûna cihê rêwîtiyê.
• eSIM-a herêmî li hember ya herêmî: Kirîna eSIM-ek yek-welatî dema ku planeke herêmî ji bo rêwîtiya we ya pir-rawestgehî çêtir bûya.

Heke eSIM-a min şaş be, ez dikarim çi bikim?

1. Request a refund

Heke hûn nikaribin eSIM-a xwe bikar bînin, hûn dikarin niha rasterast bi hesabê xwe yê Airalo re daxwaza vegerandina dravê bişînin.

• 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.
• Dema pêvajoyê: Dema ku Airmoney tavilê ye, vegerandina dravê li rêbaza dravdanê ya eslî bi gelemperî 7-10 rojên xebatê digire (an heta 30 roj, li gorî banka we).

Girîng: Heke we di demek nêzîk de gelek vegerandinên dravê yên otomatîk wergirtine, dibe ku daxwaza we ji bo lêkolîna bi destan ji Tîma Piştgiriyê re bê şandin.

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.

Çawa koda xwe ya QR parve bikin:

• Piştî kirîna eSIM-a xwe, biçin sepanê û 'eSIM-ên Min' hilbijêrin da ku koda xwe ya QR bibînin.
• 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

Heke bişkojka vegerandina dravê berdest nîne an heke hûn hewceyê alîkariya bêtir in, ji kerema xwe bi tîma me ya piştgiriyê re têkilî daynin.

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.

Heke pirsên we yên din hebin an hewcedariya we bi alîkariya bêtir heye, ji kerema xwe bi tîma me ya piştgiriyê re têkilî daynin — em her dem kêfxweş in ku alîkariyê bikin.