How do I request a refund for my eSIM?

If your trip is cancelled, you chose the wrong bundle or your eSIM does not work, contact support. Refund eligibility depends on whether the bundle has been used and the reason for your request. Here are the conditions and steps.

When you can request a refund

The eSIM and bundle have not been used
Under our current terms, you can request cancellation within 30 calendar days of purchase if usage has not started, no data has been consumed and the provider technically permits cancellation of the bundle assignment. Support will check these conditions for your purchase.
You have used data, but your plans have changed
Once data usage begins, refunds are not provided for a cancelled trip, the wrong country or bundle, an accidental purchase, or no longer needing the eSIM. Reports of technical faults are reviewed separately.
There is a technical problem with the service
If the eSIM cannot be installed or used because of a confirmed fault on our side or the provider’s side, you may request a fix, an equivalent replacement or a refund where provided by law. Describe the symptoms first so support can investigate the cause.

An incompatible or carrier-locked phone, incorrect settings, disabled data roaming or being outside coverage do not, by themselves, establish a service fault. This does not replace a review of whether an unused bundle can be cancelled.

These conditions do not restrict your statutory rights or any longer claim periods provided by law. Full conditions are in section 6 of our Conditions of Use.

What to send support

Choose a contact method and send the details of the specific purchase:

  • The email address used at checkout, purchase date, payment amount and currency.
  • The order or payment transaction number and the eSIM ICCID, if you have received it. The ICCID is shown below the QR code on your eSIM page.
  • The bundle concerned, whether this was a new eSIM or a top-up, why you are requesting a refund and whether you have used mobile data.
  • For a technical problem: the phone model, country and location, when the problem started, the error message and screenshots of the settings.
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Support email: support@kupiesim.ru

Keep only the relevant purchase details visible in your payment confirmation. Do not send your full card number, CVC/CVV, passwords, SMS codes or eSIM installation QR code.

Before your request is reviewed

If you want to cancel an unused bundle, do not start using its mobile data. Keep the purchase email, ICCID and payment confirmation. For connection problems, save the settings and error messages to help with diagnosis.

Deleting the profile from your phone or its entry in your account does not request a refund or reset data usage. Do not delete the eSIM to troubleshoot a connection unless support instructs you to.

Open my eSIMs Payment history

How refunds work and what affects timing

  1. Reviewing the request

    Support finds the payment, checks bundle usage and reviews the circumstances. We may ask for missing details or investigate a technical issue. Requests are reviewed within the period required by applicable law.

  2. Initiating the refund

    Once a refund is approved, we initiate it using the original payment method. You can ask support for the amount, initiation date and confirmation. Sending a request does not mean a refund has already been issued.

  3. Receiving the funds

    The payment provider and bank then process the refund. The time it takes depends on the payment method and bank; receipt on the day of your request or within exactly 1–3 days is not guaranteed. Refer to the refund confirmation and your bank’s processing times.

Reviewing a request and crediting the funds are separate stages. Payment history can help you find the original purchase. Ask support about the refund’s status and check your bank statement for the funds.

Frequently asked questions

I installed the eSIM but did not use data. Can I get a refund?

Installing a profile and starting to consume data are separate events. Tell support that the profile is installed: they will check the bundle’s status, actual usage and whether cancellation is possible. Installation alone does not replace that review.

Your phone may use background data after connecting to a network. Not opening websites yourself, or seeing a rounded remaining-data figure, does not prove that the bundle has not been used.

My eSIM did not arrive after payment, or I have no ICCID. Can I still contact you?

Send the purchase email address, date, amount and transaction number if available. Attach confirmation of that specific payment. You can submit a request without an ICCID or an account: support will start by locating the order. Do not pay for the same order again until its status is clear.

Can I request a refund for a top-up on an existing eSIM?

Specify that your request concerns a top-up and provide its payment date and number, bundle name and ICCID. If the eSIM has several bundles, identify the relevant one. Support will check the cancellation conditions for that purchase.

My connection worked and then stopped. What does the 48-hour period mean?

Contact us as soon as the problem occurs. Under our current terms, a confirmed fault on our side, the provider’s side or a supported network has a 48-hour diagnosis and restoration period. It starts once the request is registered and the necessary details have been provided, with the device in the bundle’s coverage area and the required settings applied.

If the issue is not resolved within that period, you may request an equivalent replacement or a refund, taking account of the fault and applicable law. This is not the bank’s refund processing time and does not prevent an earlier claim where the law allows one.

The refund was issued, but I have not received it. What should I check?

Ask support for the date, amount and status of the refund. Then check the statement for the original payment method: sometimes a payment is reversed and the original charge disappears instead of a separate credit appearing.

If your bank’s stated processing time has passed, reply in the same conversation. Where a refund tracking reference is available, support can give it to you for your bank. If your card has been replaced or closed, ask the bank how it will credit the funds.