Support Policy

Please contact us whenever you need help. This policy explains the scope of our support, our response times, and matters outside our control.

Effective date: 2025-06-02 Version v1.0

01Scope of support

Number status: checking balance, data plans, validity and service settings.
Network issues: helping troubleshoot signal, call, SMS and data issues, and reporting them to the carrier where needed.
Orders and refunds: order inquiries, and reviewing and processing refunds under the Refund Policy.
Number security: helping freeze the number if you suspect someone else is using it.

The "Diagnostics" feature on the number management page checks your number's status, balance, and recent connection and usage records.

When contacting us, please include the following information where possible so that we can identify the issue quickly:

Your UID, which can be copied with one click at the top of My account.
Your number or ICCID, shown under "Overview" on the number management page.
SMS issues: the other party's number and the approximate time of the issue, including your time zone. For third-party verification codes, please name the platform.
Call issues: whether the call was incoming or outgoing, the dialing format, the approximate time of the issue, and the network type shown on your phone.
No signal or no data: your current country, the carrier name shown on your phone, your phone model, whether data roaming is enabled, and whether you have tried selecting a network manually.

Our support team is available on business days. Our target response times are:

We will do our best to assist with the following, but cannot guarantee the outcome:

Third-party verification codes: Telegram, WhatsApp, Google, banks and other platforms decide under their own rules whether to send codes to +372 numbers and whether to allow registration.
Device compatibility: eSIM support varies considerably between brands and models. Third-party eSIM adapters vary in quality, and their compatibility cannot be guaranteed.
Local networks: coverage, network technology and speed in each country or region depend on local carriers and roaming arrangements.
Reinstall limit: after deleting the eSIM or switching phones, you can reinstall it by scanning the original QR code, up to 10 times per QR code. If the limit is reached, or the eSIM was deleted while offline, whether it can be reissued depends on the carrier.

We will not assist in bypassing the review or security measures of third-party platforms.

For requests involving freezing a number, order inquiries or installation details, we will first verify your identity.
The PIN, PUK and installation details are available on the number management page after you sign in. We will never ask for your password or verification codes.