Our aim is to get you connected instantly. You will be refunded if the eSIM connection you purchased does not work as advertised.

If you are experiencing trouble with your connection, please contact us via the chat function in the MobiMatter app or website. We will do live troubleshooting to make sure all your settings are correct. If there are genuine technical issues that we and/or our relevant provider cannot quickly fix, you will have a choice to get a refund or replacement.

Please note that the following cases are not eligible for refund:

You are unable to use eSIM because your device is not compatible (If in doubt, please check the 'About eSIMs' section above to ensure that you have a compatible device before you make a purchase)

You purchased an eSIM but you no longer need it / don't want it. (It is not possible for us to sell the eSIM to another customer once it is delivered to you - even if you haven't used it).

You have deleted/removed the eSIM from your device before contacting us for support