Can I Get a Refund If My eSIM Doesn’t Work?

If you’ve already purchased your travel eSIM but haven’t activated it yet, you can still request a refund. It’s easy to do through PrimaSIM’s customer support. Below we’ll explain all the ways to contact us and what information you’ll need to provide. Situations like this, as well as any post-purchase issues, are quite rare, and we’ll also share some tips on how to avoid them in the future.

When a Refund Is Possible and How to Avoid Issues

Buying a travel eSIM isn’t the same as activating it. If you’ve already selected and paid for your plan, received the QR code, but haven’t yet activated it in your phone’s settings, you can easily request a refund.

Important: Refunds are available within 30 days of the purchase date.

Before buying or activating your eSIM, it’s crucial to check the following to avoid any issues:

Device compatibility: see the full list at the link;
Plan details: country, validity period, and data allowance;
Phone lock status: make sure your phone isn’t operator locked.

By taking these simple precautions, you’ll likely never need to request a refund. However, if you run into any issues, you can also ask for an eSIM replacement instead of a refund – for example, if your travel eSIM doesn’t work properly or you can’t activate it.

How to Request a Refund

To request a refund contact PrimaSIM Customer Support. You can do this either through the website or the mobile app. Here’s what to do:

Log in with your email, open the menu, and select Support

Log in to your account on the website or app using your email.
Open the menu and select «Support».

Choose Get Help, review common issues, and click Next step

Then choose «Get Help». You’ll see a list of the most common issues with descriptions and suggested solutions – just click the «Next step» button.

Choose the option «Contact Support».

Fill out the contact form with your details; the PrimaSIM team will reply by email during business hours.

Fill out the short contact form with your name, email, and a brief description of your request. The PrimaSIM team will get back to you by email during business hours.

Alternative option: You can also message us directly on WhatsApp with a detailed description of your issue and request. Current support number: +44 7700 183954.

The support agent may ask for additional details, such as:

the email used to receive your QR code;
the country and type of eSIM plan you want to return;
your payment method, and other relevant information.

Once your info is verified and it’s confirmed that you’re the eSIM owner, your refund will be processed shortly. If you still have questions, you can contact PrimaSIM Support anytime via WhatsApp chat or email.

Conclusion

If you haven’t activated your eSIM yet and it’s been less than 30 days since purchase, you can receive a full refund. Simply submit a request through Customer Support and provide proof of purchase.