What happens if my eSIM does not arrive?

If your eSIM isn’t with you 15 minutes after payment, we email you and say what’s happening. Silence is the worst thing we could do here, so we don’t do it.

If we still can’t deliver within 4 hours of your payment, we refund you in full, automatically. No ticket, no request, no waiting on us to notice.

What this is, and what it is not

Delivery is automatic once payment succeeds. The two sentences above describe what happens on the occasions it does not complete on its own — not something you have to trigger, and not something that depends on you having read this page first.

Neither of those figures is written into this sentence. Both are read from the same settings the scheduled jobs read, so the page cannot promise a window that nothing enforces.

The full policy

The Refunds page carries the complete wording, including how the money is paid back, how long a bank takes to show it, and the credit note you receive against the original invoice.