Airalo refunds: Airmoney, replacement and contacting support

Open My eSIMs, choose the package and look in Package History for Request Refund. The alternate path is Profile → Orders → Order Details. Airalo says the button appears only for eligible orders; expired or fully used eSIMs don't qualify for that self-service button.

Its help page lists four reasons: wrong purchase, plans changed, installation issues and eSIM not working. Choose the reason that describes the problem. The stated app refund method is Airmoney for those requests, with replacement additionally available for the two technical reasons. Airalo describes approved Airmoney refunds as instant; that isn't an instant card-payment reversal.

Airalo’s terms also describe a choice of Airmoney or the original payment method where a refund is due. That is broader than the help page’s app-only Airmoney route. If you need money returned to the original payment method, contact support before accepting app credit and ask which remedy applies under the terms for your order. The terms allow up to thirty business days for an original-payment credit to arrive. Don't accept app credit believing it has already become a card refund.

Airalo's terms use the earlier of fourteen days from purchase or activation for the ordinary withdrawal route. An activated eSIM isn't automatically eligible for change of mind because most of its balance remains.

For example, a purchase on 1 November activated on 3 November reaches the activation cut-off on the third, rather than retaining an unused change-of-mind window through the fifteenth. This illustrates the stated rule; it isn't a decision on a real customer's order.

If you bought the wrong destination and haven't installed it, leave it uninstalled while requesting help. Don't activate it as a test of whether a wrong-country purchase works at home.

For a problem Airalo is responsible for, its terms set out a separate fault process. Ask for help within thirty days of the issue and allow it to investigate and restore service; the relevant provisions allow ten days for that restoration after the request. The fault and data used can affect whether the remedy is full or partial. Missing the ordinary change-of-mind deadline doesn’t automatically close this route, but using a plan doesn’t make it automatically refundable either.

Report the actual fault while you’re travelling rather than waiting until the holiday is over, so support has the chance to investigate the connection you need.

If you bought through a reseller, contact that original seller. A direct Airalo app button isn't necessarily the refund process for someone else's checkout.

Include the order reference, purchase date, selected package, handset/software, country, displayed balance/expiry and the exact fault. Attach relevant settings or error screenshots privately, with QR codes and activation credentials hidden unless support specifically requires them through its secure route.

Use the app's orange chat icon, then Chat in the Airalo App or Chat on WhatsApp. If the refund button is missing, explain that too and state whether you're requesting restoration, replacement, app credit or an original-payment remedy.

Keep the installed profile in place while support checks it. Our Airalo recovery guide covers data-line selection, allowance, roaming/APN instructions and the safe order of checks before deletion. A second purchase may provide urgent connectivity, but it doesn't decide the first order's refund outcome.

Checked 30 October 2026: Airalo's current refund-request help and Terms of Use.