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.

Vanliga anledningar till ett felaktigt eSIM-köp

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

• Country name confusion: Selecting a country with a similar name (e.g., Austria instead of Australia).
• Hemland istället för resmål: Att av misstag köpa ett abonnemang för hemlandet istället för resmålet.
• Regionalt eller lokalt eSIM: Att köpa ett eSIM för ett enskilt land när ett regionalt abonnemang hade passat bättre för din resa med flera stopp.

Vad kan jag göra om jag har fel eSIM?

1. Request a refund

Om du inte kan använda ditt eSIM kan du nu skicka en återbetalningsbegäran direkt via ditt Airalo-konto.

• 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.
• Handläggningstid: Airmoney betalas ut direkt, men återbetalningar till den ursprungliga betalningsmetoden tar vanligtvis 7–10 arbetsdagar (eller upp till 30 dagar, beroende på din bank).

Viktigt: Om du nyligen har haft flera automatiska återbetalningar kan din begäran skickas till vårt supportteam för manuell granskning.

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.

Så delar du din QR-kod:

• Efter att du har köpt ditt eSIM, gå till appen och välj "My eSIMs" för att hitta din 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

Om återbetalningsknappen inte är tillgänglig eller om du behöver ytterligare hjälp, kontakta gärna vårt supportteam.

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.

Om du har fler frågor eller behöver mer hjälp, kontakta gärna vårt supportteam – vi hjälper alltid gärna till.