Orders, vouchers and after-sales help

Check your order after payment

The order page may still be confirming payment when you return. Payment confirmed, voucher preparation and ready for pickup are different stages. Reopen the original order if the result is unclear; avoid creating another order and paying twice.

If your payment provider shows a charge but the order has not updated, keep the order number and ask support to check.

Find a missing email or download the voucher

Check the checkout email address and spam folder. Open View order using the complete order number and checkout email. When the voucher is available, download the PDF or use the resend option shown on the page.

Contact support if the voucher is still being prepared, resend is unavailable, or you cannot find your order number. Save the voucher and pickup directions on your phone before departure.

Find your order and voucher

Use a new device or restore expired access

Verify again with the complete website order number and original checkout email to start a secure 24-hour viewing session. This limit applies to access, not to the order or SIM plan. You can verify again after it expires.

Correct details or change your trip

For a different email, pickup date or service point, give support the order number, original arrangements and requested change. Changes need confirmation; choosing another plan or pickup point on the purchase page does not update an existing order.

Cancel an order or request a refund

Unpaid orders can be cancelled on the order page. For paid orders without final activation results, use the order page to submit a whole-order refund request with a reason and note. Review is required; pickup fulfillment and voucher actions pause during that review.

Whole-order requests close once final results are recorded. SIMs not activated or handed over are handled under the refund policy; successfully activated and handed-over SIMs are excluded from that partial refund. Refunds return in the original payment currency to the original payment method. Bank posting can take extra time; follow the order status and full policy.

Read the refund policy

What to include when contacting support

Include the complete website order number, checkout email, selected airport, pickup date and what happened. For same-day pickup, add Today's pickup issue and the order number to the subject. Check the support page for service hours.

Do not email passport numbers or images, full payment card numbers, or security codes.

Contact support