How to reach support, and what to send us
You can reach us from the app, from the help centre, or by replying to any email we have sent you. Use whichever is
easiest, including while you are abroad on a weak connection.
Send these with your first message
Whatever the problem, these four things save a round trip:
1. Your ICCID. Identifies your exact eSIM. See "Find your ICCID or EID".
2. Your phone model. The exact model, since two phones with the same marketing name can behave differently depending on
where they were sold.
3. Your software version. The iOS or Android version.
4. What you have already tried. So we do not send you back through steps you have done.
For a connection problem, add
- your destination, at city level
- what your phone shows: no service, a network name, or a connection carrying no data
- whether data roaming is on for the SimFuse line
- a screenshot of the error, if there is one
For a payment or refund problem, add
- your order ID
- the payment method, and the last four digits if you used a card
- the transaction hash, if you paid with crypto
Tell us if you are travelling now
Say so in the first line. Someone standing in an airport without a connection is a different problem from someone
planning a trip next month, and it changes how we handle it.
Screenshots help more than descriptions
Especially for error messages. The exact wording tells us which failure it is, and paraphrases often point at the wrong
one.
