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The promise

Every Fizen eSIM comes with a 1:1 Trip Guarantee:
If a Fizen eSIM fails because of a fault on our side, we replace it 1-for-1 at zero cost, for the entire length of your trip — or refund the days you weren’t able to use.
Changed your plans instead? An eSIM you haven’t installed yet can usually be returned, minus a flat $1 processing fee.

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Two things decide the outcome

Before anything else, our agent checks two things:
  1. Has the eSIM been installed yet? An eSIM is consumed the moment it’s installed on a phone — that’s a limit of the technology, not a policy choice.
  2. Whose side is the problem on? A genuine fault with the eSIM is covered by the guarantee. A change of mind is handled as a return.
Not connecting but not sure why? Run the 2-minute checklist first — most “no internet” cases are a settings toggle. If the issue continues, contact support and we’ll investigate it under the 1:1 Trip Guarantee.

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Case 1 — The eSIM isn’t installed yet

Covers every reason: you bought the wrong country or plan, your trip got cancelled, you changed your mind, or your phone turned out not to support eSIM.
  • What you get: a refund, minus a flat $1 processing fee per eSIM
  • Condition: the eSIM hasn’t been installed or activated yet
  • Availability: refund eligibility depends on the plan — check whether yours is refundable before activation in its Package details, or ask in the live chat and we’ll confirm for your destination
  • Refund method: confirmed by our agent based on how you paid
Not sure your phone supports eSIM? Check it before you install — with the device check in the Fizen App, or by dialling *#06#. See Supported Devices. Once an eSIM is installed, it can no longer be returned.

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Case 2 — The eSIM is already installed

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If the eSIM is faulty

Report it in the live chat. Once our support team confirms the fault, you choose one of:
  • a free 1-for-1 replacement eSIM, issued at no cost, or
  • a refund for the days you couldn’t use — calculated from the plan’s daily value and the number of unused days
Either way, the guarantee runs for the whole trip, not just day one, and replacements are always free.
How the unused-days refund works. The plan’s value is divided by its total number of days, then multiplied by the days you weren’t able to use. Example: a 10-day plan that stops working after day 4 leaves 6 unused days, so the refund covers roughly 6/10 of the plan. Your agent confirms the exact amount before processing.

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If the eSIM works but you no longer want it

An installed eSIM can’t be returned for a change of mind — including buying the wrong country or plan, or installing it on the wrong phone. This is why it’s worth checking the destination, the plan and your device before you install.

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What’s covered at a glance

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How to request a replacement or refund

Everything happens in one chat. No forms, no email tickets.
1

Open the live chat

Tap the chat icon in the Fizen App. A human agent will assist you as soon as possible.
2

Send your Order ID and eSIM details

So we can resolve it in one go, include:
  • Order ID (in your purchase confirmation)
  • ICCID of the eSIM (on the eSIM details screen in My eSIMs, under Manual installation, with a copy button)
  • Device model (e.g. iPhone 15, Galaxy S24)
  • A screenshot of the issue, if there is one
3

We check status and cause

The agent confirms whether the eSIM has been installed and walks you through any quick setting fix. If the eSIM itself is at fault, you get a replacement or a refund as set out above.
100% human support, zero guarantee fees. Every conversation is with a real person, not a bot. Replacements under the 1:1 Trip Guarantee never cost you anything.

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