> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://stippl.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What is the eSIM refund policy?

We review eSIM refund and exchange requests case by case, with priority for situations where a technical issue prevented you from using the service.

###### When to reach out

* The eSIM could not be installed or activated despite following the installation guides
* You were charged more than once for the same package
* You bought a package for the wrong country or duration and have not installed it yet

###### Before you buy: check your device

eSIMs require a phone that is eSIM-compatible and carrier-unlocked. See the article ["How to check if your iOS device supports eSIM?"](https://stippl.crisp.help/en/article/how-to-check-if-your-ios-device-supports-esim-rgxn9n/) in this help center. Bought a package and then discovered your device is incompatible or locked? These situations are reviewed case by case too, so do reach out.

###### How to request a refund

Email **support+esim@stippl.io** with:

* The email address or username on your Stippl account
* The eSIM package (country and data amount) and the purchase date
* A screenshot of your payment receipt or bank transaction
* A short description of what went wrong

The team reviews your request and gets back to you as soon as possible.

|| Need a receipt or invoice for your purchase? Email us at support+esim@stippl.io with the purchase date and we will provide one.