Contact us
Support is answered by people, around the clock. Here is how to reach the right one and what to tell them.
Email support
The fastest and most reliable route is [email protected]. It is monitored around the clock, including weekends, because the people using these plans are usually in a different time zone from us and a fault at 3am where they are is not a fault that can wait until Monday.
You do not need an account to write in, and you do not need to have bought anything yet — pre-sales questions about whether a particular handset or destination will work are welcome and are usually answered in a line or two.
What to include
If something has gone wrong, these four things let us skip a round trip and look at the actual problem straight away:
- The order reference from your confirmation email, if you have already bought.
- The handset make and model — iPhone 15, Pixel 8, Galaxy S24 and so on.
- The EID, which you can find by dialling *#06# on the phone. It identifies the specific profile.
- What you saw, in your own words. “The QR code says invalid” is more useful than “it doesn't work”.
Before you write
Plenty of questions are answered on the site already, so one of these may save you the wait:
Social
We post service notices and destination updates on Instagram and Facebook. Both are fine for a general question, but please do not post an order reference or an EID in a public comment — email those instead.
Response times
Most email is answered well inside a few hours, and anything that leaves a traveller without a working connection is treated as urgent rather than queued. If you have written and not heard back, check the spam folder before assuming it went missing — replies occasionally get filtered.