Connect-or-Refund Guarantee
In one sentence: if your eSIM cannot connect at your destination and our support cannot fix it, your order is refunded in full, to your original payment method. No connection, no charge.
What the guarantee covers
Paid and the eSIM never arrived by email? The order is refunded — you never pay for an eSIM you did not receive.
Support troubleshoots with you (data line, roaming, network selection). If the connection cannot be restored, the order is refunded in full.
Real people on WhatsApp and email — reach out before or as soon as you arrive, so we can fix it while you are there.
How to claim, step by step
- 1Contact support on WhatsApp (or by email) with your order number — ideally while still at your destination.
- 2Run the guided troubleshooting: we check the data line, data roaming on the eSIM line and the selected network — many cases are solved at this step.
- 3If it still will not connect, the refund is processed in full to your original payment method.
- eSIM paid for and never issued
- eSIM that cannot connect and support cannot fix
- Plan already activated and used normally
- Device not eSIM-compatible or carrier-locked
- Change of travel plans
Full conditions are in the Refund Policy. Not sure your phone qualifies? Check compatibility before you buy.
Frequently asked questions
It is yesiim’s promise: if your eSIM fails to connect at your destination and our support team cannot resolve the problem, your order is refunded in full. You should not pay for connectivity you were never able to use.
Contact support by WhatsApp or email with your order number, ideally while you are still at your destination. The team troubleshoots with you (data line, roaming toggle, network selection) and, if the eSIM still will not connect, processes the refund.
Through your original payment method — the card charge is refunded via Stripe. How long it takes to appear on your statement depends on your bank or card issuer.
An eSIM that is paid for and never issued is refunded — you never pay for an eSIM you did not receive. Check your spam folder first, then contact support so we can resend or refund.
A plan that has already been activated and used normally, a device that is not eSIM-compatible or is carrier-locked (check compatibility before buying), and a change of travel plans. Weak signal in a remote area is a local network condition, not an eSIM defect — support helps you find the best available network.