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.

Sebab lazim salah beli eSIM

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

• Kekeliruan nama negara: Memilih negara dengan nama yang hampir sama (cth., Austria dan bukannya 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.

Apakah yang boleh saya lakukan jika saya memiliki eSIM yang salah?

1. Request a refund

Jika anda tidak boleh menggunakan eSIM anda, anda kini boleh menyerahkan permintaan bayaran balik terus melalui akaun 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.
• Masa pemprosesan: Airmoney dikreditkan serta-merta, namun bayaran balik ke kaedah pembayaran asal kebiasaannya mengambil masa 7-10 hari bekerja (atau sehingga 30 hari, bergantung pada bank anda).

Penting: Jika anda mempunyai beberapa bayaran balik automatik baru-baru ini, permintaan anda mungkin akan dihantar kepada Pasukan Sokongan kami untuk semakan 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 berkongsi kod QR anda:

• Selepas membeli eSIM anda, pergi ke aplikasi dan pilih 'eSIM Saya' untuk mencari kod 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 butang bayaran balik tidak tersedia atau sekiranya anda memerlukan bantuan lanjut, sila hubungi pasukan sokongan 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 sebarang persoalan lanjut atau memerlukan bantuan tambahan, sila hubungi pasukan sokongan kami — kami sentiasa gembira untuk membantu.