Support
Contact us
You do not need an account to get help. There is one email address, staffed by a small team that reads it themselves. No ticket portal, no phone tree, no forced login.
Typical response: under 12 hours, often much faster during EU/US business hours. Complex fulfillment issues (upstream carrier tickets) can take up to 48 hours because a human on our side has to talk to a human on the carrier's side.
What to include
Because we do not have an account for you, help us find your order quickly:
- The payment reference from Stripe or Cryptomus (starts with
pi_or an invoice ID). - Or the ICCID of your eSIM (visible on the /account page).
- For install problems: device model, iOS/Android version, and the exact error text on screen.
Before you email
A lot of common questions have quicker answers on the site itself:
- FAQ - 20 long-form answers on installing, topping up, coverage, refunds, and anonymity.
- How it works - the whole purchase → install → top-up flow in one page.
- Compatible devices - device-specific install instructions.
What we can't do over email
Recover an eSIM if you have lost both the device and the recovery token. We do not know who owns which balance - by design. There is no ID we can check to prove the eSIM is yours. Store your recovery token somewhere you will still have it in a year.
Security disclosure
Report vulnerabilities to the same address with the subject prefix [security]. We acknowledge inside 24 hours and prefer coordinated disclosure.