I had a problem with my eSIM (no coverage, install failed, wrong purchase) — can I get a refund?
If your eSIM didn't work as expected, contact Paysavo support with the reason — support submits it to the eSIM provider for review, and because there's no way to check that review's outcome automatically, it's confirmed by a person once the provider responds.
On this page
If something went wrong with an eSIM you bought through Paysavo — it wouldn't install, there was no coverage, the wrong plan was purchased, or another recognized issue — reach out to Paysavo support with your order reference and the reason. Support can submit your case to the eSIM provider for review.
How it works
Esim refund requests aren't a self-service button in the app — this is intentional. When you report an issue, Paysavo submits a review request to the eSIM provider with a specific reason code (for example: no coverage at the destination, installation failed, wrong package purchased, device not eSIM compatible, trip cancelled, or a handful of other recognized reasons — if your issue doesn't match one of the standard reasons, support can submit it with free-text notes explaining what happened).
The provider's initial response only confirms your request has been received and is in their manual review queue — it is not a decision. The eSIM provider does not offer a way for Paysavo to look up the outcome of that review automatically: the final answer (approved or declined) comes back separately, outside the normal request/response flow, and a Paysavo team member records it once it's known.
What this means for you
- Submitting an issue does not guarantee an instant answer — the provider's own review process determines the outcome, and there's no live status page to check it against.
- Paysavo will not resubmit the same request just because it's taking a while — doing so risks filing a duplicate case with the provider for the same eSIM, which slows things down rather than speeding them up.
- If and when the provider approves a refund, Paysavo separately decides — based on the actual evidence about your specific order — whether and how much to credit back to your wallet. A provider-side approval is not automatically the same thing as money appearing in your wallet; support will follow up once that decision is made.
What to do next
Contact support as soon as you notice the issue, and be as specific as possible about what went wrong (no coverage, wouldn't install, wrong plan, etc.) — the more specific reason speeds up how the request is classified. If you haven't heard back after a reasonable amount of time, you can follow up and ask support to check the status of your case.
Still need help? Contact Paysavo support.