Contact

Need help with an eSIM?

Tell us where you are up to, what happened and the exact error wording. We save the request first and give you a case reference. Do not send a screenshot unless support asks for it. If requested, crop it to the setting or error and hide the QR code, activation code or link, full setup email, passwords, card or passport details, EID, IMEI and ICCID.

Send message Read support guides
Good for Order number Phone model Destination
What to include

Give the useful facts first.

Enter the order number, exact phone model, destination and exact error wording as text. If a screenshot would help, crop it, hide the QR, activation code or link, full setup email, card or passport details, passwords, EID, IMEI and ICCID, and keep it ready. Only send it if support asks for it.

Before buyingAsk about phone fit, destination coverage or the right plan.Check phone firstOrder or setup helpInclude the order number, phone model, destination and exact error wording. Keep a cropped screenshot handy.Read setup guideRefund or replacementStop before installing if something looks wrong.Contact support

Support hours and the offline fallback

Support is monitored 9am to 5pm AEST, Monday to Friday, excluding Queensland public holidays. We aim to reply within one business day. If you cannot reach us while travelling, take redacted screenshots of the error and APN settings, keep the eSIM installed, and contact us when you are back online or within 30 days after your trip ends. Read the refund fallback before changing settings.

Before buying

Send the exact model number, sales region, every destination, travel dates and measured data need. Do not buy until the exact phone variant, provider unlock, coverage, data amount and validity all match.

After ordering

Send the order number, checkout email, exact phone model, destination, travel date and exact error wording as text. Keep every installed eSIM in place and do not buy a duplicate while support checks the order.

Email support

Use the contact form for plan, order or setup help. Enter the order number and the relevant details as text. Keep any cropped, redacted screenshot ready and wait for support to tell you how to share it if needed.

Send a message

Support request

Tell us what happened.

We save your request first, then send a receipt with the reference. If you are already overseas with no data, choose that option so it reaches the top of the queue.

Where are you up to?

No screenshot upload is needed. We will ask for one only if it will help.

Do not paste, attach or upload QR codes, activation codes or links, full setup emails, screenshots, passwords, card or passport details, EID, IMEI or ICCID. If an image may help, crop and redact it, then keep it ready until support asks for it.

Company details

The SIM Shop is operated by The SIM Shop Pty Ltd. ABN 50 699 035 704 and ACN 699 035 704.