Commercial conditions
For a commercial refund of an eSIM that has not been installed, activated or used, contact us within 14 calendar days of purchase for assessment. In general, installed, activated or used eSIMs are not eligible for a commercial refund.
When to request help or a refund
Contact support if your eSIM was not received, you have a technical problem or the service does not work as expected. Cancellation before use, where applicable, and other situations are also subject to assessment.
Installed or activated eSIM
Important: installing, activating or using the eSIM may affect commercial refund eligibility. This does not automatically remove statutory consumer rights.
Technical problems
Contact SimPass Go support first to check installation, settings, coverage, data roaming, compatibility and eSIM operation.
How to request
Submit your request through the Support Center. Include your order number, purchase email and reason for the request. For errors, include the device model and a screenshot without activation codes or sensitive information.
Timing and assessment
Your request will be assessed according to product conditions, eSIM status and use, and applicable law. You will receive a response through the channel provided. Processing times for any refund will be communicated during support.
Updated October 28, 2026.