eSIM Refund Policy
Last updated: January 2026
Contents
1. Full Refund: Unactivated eSIM
Booked a trip to Cancun and had to cancel? Bought a Japan plan but changed your dates? No problem. You can get a full refund on any HelloRoam eSIM that hasn't been activated. Keep in mind: once an eSIM is installed on a device, it cannot be transferred to another device.
Eligibility Requirements:
- • eSIM has not been activated or installed on a device
- • Refund request submitted within 6 months of purchase
- • QR code has not been scanned
- • No data has been used
100% Refund AvailableProcessing time: 5-10 business days
2. Device Compatibility Issues
If your phone doesn't support eSIM, or it's locked to a carrier that blocks our service, you qualify for a full refund. We don't penalize you for hardware limitations.
Common Compatibility Issues:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Full Refund AvailableDevice verification may be required before processing
3. Service or Connection Issues
If you followed our setup steps and still can't connect, or experience major service disruptions in a covered area, you may qualify for a partial or full refund. Contact support and we'll investigate.
Qualifying Service Issues:
- • Cannot connect to network after correct eSIM installation
- • Major service disruptions in HelloRoam coverage areas
- • Data speeds consistently below our advertised minimums
- • Total service failure within coverage zones
Partial or Full RefundBased on data used and issue severity
4. How to Request a Refund
1
Contact Support
Contact us by email or live chat with your order number and issue
2
Share the Details
Tell us why you need a refund and share any supporting details
3
We Review Your Case
Our team reviews your case within 24-48 hours and responds directly
4
Refund Issued
Approved refunds go back to your original payment method
Important Refund Information
• Refunds go back to the original payment method used at checkout
• Processing times vary by payment provider, typically 5-10 business days
• Administrative fees may apply for some refund types
• Refund eligibility may depend on third-party carrier policies
• All refund requests must include proof of purchase (your order confirmation email)
Questions About a Refund?
Our support team is ready to help with refund questions or any issue with your eSIM plan. Reach us by email or start a live chat, and we'll get back to you fast.
Get the HelloRoam App
Get the HelloRoam app to manage your plans, check data usage, and reach support on the go. Works on iPhone and Android.
