How to reach support, and what to send us
In the SimFuse app, open Settings > Help and support > Chat with us, or use the support option attached to an order or
eSIM. You can also email [email protected].
Tell us what happened
For a connection issue, include your country or city, the exact error and what you already tried. For a purchase or
refund question, identify the order or eSIM you mean, especially if you have several.
App support can carry account, order and device context. You do not need to paste everything again in your first
message. We will ask for missing details when needed. Other channels may require an ownership check before we access
account information or make changes.
Captain and human support
Captain is our AI assistant. It can guide troubleshooting and use available account tools when access is verified. If
you need a person, ask in the same conversation so the history stays together.
Share safely
Redact unrelated personal details from screenshots. Never send passwords, sign-in codes, full card numbers, wallet
recovery phrases or eSIM QR codes in a public post.
Mention if you are already travelling without data. Response times can vary; keep follow-ups in the same conversation.
