If you're having connection issues, check our troubleshooting guide first. Many common problems can be resolved quickly with the right settings.
Contact our support team through either:
In-app chat - Open the WonderConnect app or log in to your account on the website and start a conversation.
Email - Send your request to support@wonderconnect.com
Basic Details
Which eSIM are you referring to? (country/region, or the eSIM number (ICCID) found in your app under eSIM details)
The email address used for your purchase
A brief explanation of why you're requesting a refund
If You Experienced Technical Issues
Help us understand what happened:
1. Was the eSIM installed on your device?
(You should see it listed in your phone's SIM Manager or Mobile Service/Cellular settings)
2. Was the eSIM activated? This means:
The eSIM itself was turned ON in your settings
The eSIM was set as your mobile data line
Mobile data roaming was turned ON for the eSIM at your destination
3. Did you see any network signal?
If yes, even if weak: Did you try selecting a network manually in your settings?
4. Where exactly were you located when the issue occurred?
Please include the city or region.
5. Was the APN set to data.esim?
(You can check APN settings in your eSIM's cellular data settings)
Once we receive your request:
A team member will review your case personally.
We'll evaluate your situation based on our refund policy.
You'll receive a response explaining our decision.
If approved, your refund will be processed to your original payment method.
Processing time: Approved refunds typically appear in your account within 5-10 business days, depending on your payment provider.
