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The Travel Desk

Let's work
through it.

Choose what's happening. We'll help you find the next safe step.

Contact support ↗

Two travellers work through a phone question together

What do you need help with?

Tell us what happened. We’ll help with the next step, using your phone, trip and plan details.

Ready

Ask in your own words, or choose a common route.

Start with the problem, phone, destination or order moment. We'll ask for one detail at a time if needed.

No data after landing Data line, roaming, APN and coverage checks Fix data Find my QR code Setup email, account and delivery checks Find setup details Check my phone eSIM support, EID and provider lock Check phone Refund or replacement Unused, installed, used or delivery issue Check policy Something else Send a support request with the details we need Contact us
From your link

We have brought the useful trip details with you.

Choose the help topic that matches your issue. This page does not show QR codes, activation details, IMEI or EID.

Destination
Belgium
Use my order and exact eSIM details
Order help

Already bought an eSIM?

Sign in, use the private link in your order email, or ask us to send a new one. We never put QR codes or private ID numbers into this page.

Find order

Have the order email handy?

Enter the order number and checkout email. If they match, we will email a private link for your order. It expires after two hours and is only for you.

Email support
We only use this to check the order. Do not send passport details, card numbers, passwords, IMEI or EID.
Browse all support topics

Before you buy

Check my phone eSIM support, EID and provider lock Check phone Choose the right plan Destination, data amount and trip length Find plans Travelling together One eSIM per phone and group orders Read group help Keep my Australian number Data-only eSIMs, calls and messages Read number help

After you order

When should I install? Before travel, after landing or not bought yet Read setup timing Find my QR code Setup email, account and delivery checks Find setup details QR code problem Already used, invalid or will not scan Fix QR code I bought the wrong plan Stop before installing and check options Ask before installing

While travelling

No data after landing Data line, roaming, APN and coverage checks Fix data Data running out Fair-use, top-up or a new eSIM Read data help Refund or replacement Unused, installed, used or delivery issue Check policy Returning home Switch back to your usual SIM Switch back

Partner Programme

Partner dashboard help Login, tracking links, payouts and claim questions Open partner desk Apply or check the rules Commission, referral window, disclosure and fit View programme
Browse quick support routes
Refunds in My Account

Plans changed?
Check your refund.

Eligible unused eSIMs can be refunded automatically through your account.

If you haven’t installed, activated or used your eSIM, open Refunds in My Account and choose the plan. We’ll check whether it qualifies and show you the next step.

Check my refund options Refund policy

Checking your options does not cancel the eSIM. Automatic cancellation and refund need your confirmation.

A traveller checks their phone beside a small travel bag
From your account
  1. 1

    Choose the eSIM.

    Open Refunds, or use the refund link on the eSIM or order you need help with.

  2. 2

    Check the options.

    We check the plan and order. If it qualifies automatically, you’ll see the amount and original payment method before confirming.

  3. 3

    Confirm, then follow its progress.

    Once cancellation is confirmed, the refund is submitted to your original payment method. Your request status stays in your account.

Needs a review? You can still ask.

Some plans, payment types, multi-eSIM orders and plans with top-ups need our team to check. The account flow will tell you. An automatic refund isn’t available for every unused eSIM.

The standard unused-plan window is 30 days. Applicable promotional terms and your Australian Consumer Law rights still apply. Bank processing time is separate from issuing the refund.

Checked out as a guest, or can’t find the plan? Contact support. If the eSIM is already installed, keep it on your phone while we help.

Help for the
part you're up to.

Use the short route above when something needs fixing. These collections cover the wider travel questions.

Contact support

A few details
help us help.

Keep the eSIM installed while we check. Tell us the exact issue and the step you're on.

An order number, phone model and destination give us a useful starting point.

Keep QR codes, setup links, passwords, card or passport details and private device identifiers out of the message. If a screenshot would help, redact it and keep it ready in case we ask.

No connection right now? Save the error details safely and contact us when you're back on working Wi-Fi.

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.

Included places

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