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Refund if eSIM Can't be Installed?

Updated over 3 weeks ago

How can I get a refund for my Nomad eSIM if it cannot be installed?

eSIM installation issues can happen due to factors such as device incompatibility, carrier-locking, or installation failures. If these issues occur, you may be eligible for a refund. Below, we've compiled all the details on refund eligibility, troubleshooting steps, and the refund process.

Refund Scenarios

1. Device Incompatibility

If your device is found to be incompatible with eSIM technology, you may be eligible for a refund. Refunds are typically credited back to your original payment method within 2-3 business days or back to the original payment method.

If you encounter issues installing the eSIM on an unlocked, compatible device, follow these steps before requesting a refund:

  1. Use the QR Code: Users should scan the QR code from their email

  2. Manual Installation: Use the instructions from the email titled "Here is how you access your Nomad plan!"

  3. Check ICCID: Locate the ICCID of your eSIM and provide it to support if requested for troubleshooting confirmation.

If the installation still fails, a refund may be issued either as Nomad points, credited to your account, or back to your original payment method.

3. Non-Transferable or Region-Specific eSIM Plans

Certain eSIM plans, such as the Unlimited and Thailand 50GB 10 Days plan, are non-refundable if they have already been used and cannot be transferred to a new device. For unused plans, refunds may be requested by confirming your account details and eligibility.

4. Self-Cancelation via the Nomad App

You can self-cancel your eSIM order and initiate a refund directly through the Nomad app. Here’s how:

  • Step 1: Open the Nomad app.

  • Step 2: Navigate to Profile → Help Center → Other Issues → Cancel Order.

  • Step 3: Select your eSIM plan to cancel.

  • Step 4: Confirm the cancellation action if prompted.

Refund processing depends on your bank, but typically takes 5-7 business days to reflect.

Refund Process and Timelines

Refunds typically follow these steps:

  1. Verification: Confirm your order details, plan, and device compatibility with Nomad support.

  2. Refund Method: Nomad generally offers monetary refunds to the original payment method (5-7 business days) or Nomad points (credited immediately, based on 100 points equivalent to 1 USD).

  3. Additional Verification: Provide requested data such as ICCID screenshots when needed.

  4. Accidental Purchases: If you have unintentionally purchased a second eSIM, ensure it has not been installed and contact Nomad support to cancel and refund the second transaction.

  5. Device Switching: When switching to a new device, cancel the original eSIM plan before purchasing a new one for the intended device.

Summary

Nomad provides flexible refund options when you’re unable to install your eSIM due to various scenarios. Always confirm your device compatibility beforehand and carefully follow installation instructions. If issues persist, refunds can be easily requested through the app or by contacting support.

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