Why are eSIMs nonrefundable?
eSIMs are digital products that are delivered instantly upon purchase.
Once issued, they are considered used or assigned, even if you haven’t installed or activated them yet.
Because of this, we’re unable to offer refunds, exchanges, or cancellations.
What can I do if I have the wrong eSIM?
While refunds are unavailable, here are some alternatives that may help:
1. Contact our Support team for guidance
If you’re unsure whether your eSIM can still be used or shared, our Support Team can help clarify your options. Contact the Pilot crew at [email protected] or through the in-app support chat. We’re always happy to help.
2. Share your eSIM with a friend
If you haven't installed your eSIM yet, you can share it with someone else. Just send them the installation QR code you receive in-app after you purchase. As long as it hasn't been installed, it's transferable to any compatible device.
How to share your QR code:
After purchasing your eSIM, go to your Pilot account > Your Purchases > Your eSIM to find your QR code.
Select View Installation > QR Code, and your QR code will then appear on the screen.
You can share this QR code by selecting ‘Share QR Code’ and sending it through the channel of your choice (e.g., by email, through a messaging service, or via your device's 'Quick Share' function). You can also print it or display it on another device for a friend to scan.