Refund Help & Policy
How we review eSIM issues, troubleshoot first, and handle approved refunds
How Refund Review Works
A clear, calm, and support-first approach to eSIM issues
At Simzy, we want refund decisions to feel fair, clear, and calm. If an eSIM is not working, our support team first checks the installation steps, device compatibility, activation status, and network conditions. If the plan still cannot be used after troubleshooting, we review it for refund eligibility based on the conditions below.
When a Refund May Be Approved
Simple guidance on the situations we review
eSIM Still Not Working
A full refund may be approved when the eSIM does not work and our support team is unable to resolve the issue after troubleshooting.
- Please contact support before requesting a refund so we can try to fix the issue first
- Our team may ask for screenshots, device details, and error messages to complete troubleshooting
- If the issue cannot be resolved, an approved full refund is processed within 3 to 5 business days
Partial Service Problems
Partial refund may be available when the eSIM works only partly, or when a verified service problem prevents you from using the full value of the plan.
- Please report the issue as soon as possible so support can review it while the plan is active
- Our support team must verify the technical or coverage issue
- The approved refund amount is based on the unused or unusable portion of the plan
Change of Mind or Completed Use
Refunds are generally not available when the plan has worked as expected and the request is based only on a change of mind or completed use.
- If the eSIM is working normally, support may guide you instead of opening a refund case
- Used or completed plans are normally treated as delivered services
- Exceptions may apply only where a verified technical issue remains unresolved after troubleshooting
How to Ask for Help
The simple steps for support and refund review
Contact Our Support Team
Contact our support team by email, phone, or WhatsApp so we can review the issue and help you as quickly as possible.
Share the Issue Details
Share the details below so we can troubleshoot the eSIM properly and review eligibility without delay:
- Order number or transaction ID
- Reason for refund request
- Date of purchase
- Whether the eSIM was activated
- Device model, screenshots, and any error shown during installation or activation
Troubleshooting & Review
Our team will first troubleshoot the issue and then confirm whether the case qualifies under this policy.
- Review usually takes 24 to 48 hours, depending on the issue details
- We may ask for additional screenshots or device information if needed
- You will receive a clear update once troubleshooting or refund review is complete
Refund Processing
If a refund is approved, it will be sent back to the original payment method used for the order.
- Approved refunds are processed within 3 to 5 business days
- The final amount follows the review outcome and policy terms above
- A confirmation email is sent after the refund is processed
A Few Important Notes
Helpful details before and after review
Refund Timeline
Approved refunds are processed within 3 to 5 business days. The time for the funds to appear in your account depends on your bank or payment provider.
Payment Method
Refunds are always returned to the original payment method used at checkout. For security and compliance reasons, we cannot redirect a refund to a different account or payment method.
Policy Updates
This refund policy may be updated from time to time. Your request will be reviewed using the policy version that applied when the order was placed.