Get in touch

We're a real team of travelers, here to help however's easiest for you.

Chat with us Get an instant answer, any time of day. Email us support@justesims.com Message us on WhatsApp +61 428 277 848

Looking for a quick fix? Our Help Center and Troubleshooting guide answer most questions instantly, no need to wait for a reply.

Before you reach out

How long until I hear back?

We aim to get back to you as soon as possible. Chat's open 24/7 and can take care of most things right away. You can also reach us by email or WhatsApp, our team picks those up as soon as they can.

Is support available 24/7?

Our chat is, and it can take care of most things instantly. For anything trickier, our team gets back to you as soon as possible. You can also reach us by email or WhatsApp.

Can I get a refund?

If your trip's cancelled before you activate, yes, in full. If your phone turns out not to support eSIM, also yes, even after purchase, as long as you haven't activated. Once your eSIM is activated and working, we can't offer a refund, but we'll always help fix a connection problem.

What should I include when I contact you?

Your order number if you have it, and a quick description of what's happening. It helps us sort things out faster.

Looking for something else? Browse the Help Center

Our guarantee, in full

We want you to travel without worry, and that starts before you even board the plane.

Trip cancelled or delayed

If your plans change before you've activated your eSIM, contact us and we'll refund you in full. No hoops, no restocking fee. Our eSIMs are valid for 180 days from purchase, so if you're just delayed, you may not even need a refund.

Device not compatible

If your phone turns out not to support eSIMs, we'll give you a full refund, even after purchase. Just reach out before activating. You can check if your device is compatible here: .

eSIM activated but not connecting

If your eSIM isn't working, contact us within 48 hours of activation, or within 24 hours if you're on a 1 or 3 day plan. We'll investigate and, depending on the situation, you may be eligible for a full or partial refund or a replacement plan.

Coverage in very remote or rural areas may be limited regardless of provider. We'll always be upfront about this, but it falls outside our refund eligibility.

Activated plans

Once your eSIM has been activated and is working, we're unable to offer a refund. If you've used all your data and need more, contact us and we'll top up your plan without you needing to buy a new eSIM. If you're having trouble connecting after activation, contact us and we'll do our best to help.

To request a refund, contact us at support@justesims.com with your order number.

If we're unable to resolve your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) at tio.com.au, a free, independent dispute resolution service.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.