Question 1

My eSIM won't activate after scanning the QR — what should I do?

Accepted Answer

1) Check your phone is eSIM-compatible at /esim/compatibility. 2) Ensure stable Wi-Fi during installation. 3) In the eSIM line settings, turn on 'Data Roaming'. 4) If the QR was already scanned once, use the manual SM-DP+ address and activation code from your email. 5) If it still fails, message us with your order number and we'll reissue it free of charge.

Question 2

I topped up but the balance hasn't arrived — what now?

Accepted Answer

Top-ups usually arrive in under 30 seconds. If after 5 minutes you still don't see the balance: 1) Check the number you entered is correct (including country code). 2) Reboot the phone — balance often refreshes on reconnect. 3) Check your balance via the carrier USSD code (#100# on most). 4) If still missing, send us your order number and mobile number; we'll check the transaction with the provider and refund if needed.

Question 3

My SIM card has no signal after activation — what do I do?

Accepted Answer

1) Reboot the phone — most activations complete on network re-registration. 2) Check the SIM is properly seated and clean. 3) Make sure the carrier APN is configured (Settings → Mobile → APN). 4) Try the SIM in another phone to rule out hardware. 5) If there's still no signal 24 h after activation, message us with your order number and the phone's IMEI; we'll contact the operator to force activation.

Question 4

I've signed up for fibre but still don't have internet — when does it come?

Accepted Answer

The provider takes 3-10 business days to install fibre, depending on coverage and whether civil works are pending. You'll receive an SMS with the installation date. If more than 10 business days have passed since signup without any update: 1) Check your spam folder for the confirmation email. 2) Message us with order number and address; we'll chase the operator directly.

Question 5

How fast do you reply?

Accepted Answer

On WhatsApp we usually reply within minutes during store hours. By email and form, within one business day. Weekends may push to the next business day.

Question 6

Do you refund if the service doesn't work?

Accepted Answer

Yes — provided the issue isn't caused by the customer (incompatible phone, wrong number entered, carrier-locked device, etc.). For top-ups and unactivated eSIMs, refunds are full. For shipped physical SIMs, shipping is deducted. Message us with your order number and we'll walk you through it.

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