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.

Biežākie Nepareizas eSIM Iegādes Iemesli

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

• Valstu nosaukumu sajaukšana: izvēlēta valsts ar līdzīgu nosaukumu (piemēram, Austrija Austrālijas vietā).
• Izcelsmes valsts un galamērķis: nejauši iegādāts plāns jūsu mītnes valstij, nevis ceļojuma galamērķim.
• Reģionālā vai vietējā eSIM: iegādāta vienas valsts eSIM, lai gan jūsu maršrutam ar vairākām pieturām piemērotāks būtu reģionālais plāns.

Ko Es Varu Darīt, Ja Man Ir Nepareiza eSIM?

1. Request a refund

Ja nevarat izmantot savu eSIM, tagad varat iesniegt atmaksas pieprasījumu tieši savā Airalo kontā.

• 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.
• Apstrādes laiks: lai gan Airmoney tiek piešķirts uzreiz, atmaksa uz sākotnējo maksājuma metodi parasti aizņem 7–10 darbdienas (vai līdz 30 dienām atkarībā no jūsu bankas).

Svarīgi: Ja nesen saņēmāt vairākas automātiskas atmaksas, jūsu pieprasījums var tikt nosūtīts mūsu atbalsta komandai manuālai pārskatīšanai.

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.

Kā kopīgot savu QR kodu:

• Pēc savas eSIM iegādes atveriet lietotni un izvēlieties "My eSIMs", lai atrastu savu QR kodu.
• 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

Ja atmaksas poga nav pieejama vai jums nepieciešama papildu palīdzība, lūdzu, sazinieties ar mūsu atbalsta komandu.

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.

Ja jums ir vēl kādi jautājumi vai nepieciešama papildu palīdzība, lūdzu, sazinieties ar mūsu atbalsta komandu — mēs vienmēr priecāsimies palīdzēt.