KnowRoaming

Still not working? When to contact us and what to send

Message us as soon as you've run the five checks and your plan is still offline. Send four details with your message, so we can look at your plan straight away instead of asking for them first.

Contact us if

  • You've done the five checks in eSIM not working: no data after landing, plus Airplane Mode for 30 seconds, and there's still no data.
  • Adding your plan failed twice in the app.
  • You see "cellular plan cannot be added" or "this code has already been used," and the linked article didn't clear it.
  • You were charged and the plan doesn't show in My plans.
  • You want a refund. Read Refund policy in plain language first, so you know what applies.

If you're already abroad with no connection, don't keep troubleshooting on your own. Message us from Wi-Fi.

What to send

  1. Your ICCID. It's on your order page and in the app, under your device in My plans.
  2. Your order number and the email address you ordered with. Both are in your confirmation email.
  3. Your phone model and OS version. On iPhone: Settings > General > About. On Android: Settings > About phone.
  4. What you've already tried. One line is enough: "Five checks and Airplane Mode done. Network name shows, nothing loads."
  5. Send them to us on WhatsApp at +1-888-357-7347, or through Send a message on the support page.

Your order page is the one you land on after buying. You can get back to it any time from Order history.

Good to know

  • Your plan's days only count from the moment it first connects. A plan that never got online hasn't used any of its validity.
  • If we need to reissue your plan, it comes back to your device in My plans. Nothing is charged again.
  • Your plan is data only, with no phone number, calls, or SMS. Calls and texts keep using your home number. That means you can still reach us, and anyone else, while your data is down.

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