How we look after you

Help from a person

Write to us in the chat on any page, or at support@esimlounge.com. A person answers, not a bot.

• Hours: every day, 07:00 to 23:00 Paris time.
• Reply time: within 2 hours during those hours. A message sent at night is answered the next morning.
• Have your order number ready. It starts with EL- and is in your email and on your order page. In the chat on your order page, we already see it.

Most eSIMs that will not connect need one setting: data roaming turned on for the eSIM, or the eSIM chosen for mobile data. We walk you through it, whatever the time difference.

Our promise on refunds

• No eSIM, no charge. If your payment goes through and we cannot issue your eSIM, we refund you in full.
• If it does not work because of us, you do not pay for it. If the activation code is refused, or the plan does not connect on a supported phone in a place it covers, we fix it or send a replacement first. If we cannot, we refund you in full.
• Once your eSIM is issued, a change of plans is not refunded. An eSIM works as soon as it is sent and cannot be taken back. You confirm this at checkout, before you pay.

The refund policy has the details and the terms of sale are the full rules; this page sums them up. A refund goes back to the card you paid with, and your bank usually shows it within 5 to 10 business days.

Before you buy

Check that your phone takes an eSIM and is not locked to a carrier: our list of compatible phones has every model. Not sure which plan fits your trip? Ask us in the chat.