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.

Bežné dôvody nesprávneho nákupu eSIM

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

• Zámena názvov krajín: Výber krajiny s podobným názvom (napr. Rakúsko namiesto Austrálie).
• Domov vs. destinácia: Náhodný nákup plánu pre vašu domovskú krajinu namiesto cieľovej destinácie.
• Regionálna vs. lokálna eSIM: Kúpa eSIM pre jednu krajinu, keď by regionálny plán bol lepší pre váš itinerár s viacerými zastávkami.

Čo môžem urobiť, ak mám nesprávnu eSIM?

1. Request a refund

Ak nemôžete použiť svoju eSIM, teraz môžete odoslať žiadosť o vrátenie peňazí priamo cez svoj účet Airalo.

• 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.
• Cas spracovania: Airmoney sa pripise okamzite, no vratenie penazi na povodnu platobnu metodu zvycajne trva 7 - 10 pracovnych dni (alebo az 30 dni v zavislosti od vasej banky).

Dolezite: Ak ste v poslednom case mali viacero automatickych vrateni, vasa ziadost moze byt odoslana nasmu timu podpory na manualne posudenie.

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.

Ako zdielajat QR kod:

• Po zakupeni eSIM karty prejdite do aplikacie a vyberte "Moje eSIM karty", kde najdete 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

Ak tlačidlo na vrátenie peňazí nie je k dispozícii alebo potrebujete ďalšiu pomoc, obráťte sa na náš tím podpory.

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.

Ak máte ďalšie otázky alebo potrebujete viac pomoci, obráťte sa na náš tím podpory — radi vám pomôžeme.