How can we help?

Answers to the questions we get most, and the guides our support team sends most often. Signed in? Open a ticket and your eSIM, plan and device come attached automatically.

Billing & wallet

How do refunds work?

An eSIM you never installed, or installed and removed without it ever connecting, is fully refundable for 180 days. Once it has connected, the plan has started and is not refundable. Full detail is in the Refund Policy.

Can I withdraw my wallet credit?

No. Wallet credit is prepaid and can only be spent with ThirdSIM. You can send it to another ThirdSIM account with the in-app send feature, within the limits shown there, but it cannot be cashed out to a bank.

How can I pay?

bKash, Nagad, card or crypto, into your wallet. You top the wallet up once and then buy without re-entering payment details — useful when you are standing in an airport.

Guides

Keeping your home SIM activeSo bank codes still reach you1 min Which phones support eSIMDevice list and how to check1 min Verification codes on virtual numbersWhy they often do not arrive1 min Refunds for unused eSIMsFull refund within 180 days, uninstalled1 min QR code will not scanUse manual SM-DP+ entry instead1 min eSIM shows no signal after landingTurn on data roaming for the right line1 min

All articles

Still stuck?

Open a ticket from the portal and ThirdSIM support sees your eSIM, plan, usage and device without asking. Median first reply is under twenty minutes.

Open a ticket Other ways to reach us

Travellers rate ThirdSIM 4.7 / 5

From 9 verified customers. Every review is written after a trip and checked before it goes up.

4.7

Unlimited plan for a week in Japan, never throttled during the day. Support answered in ten minutes.

Omar S.18 Sep 2026

Cheaper than roaming by a mile. Would love a few more regional bundles.

Priya K.18 Sep 2026

Installed in the airport queue and had data before immigration. Top-up from the app was one tap.

Nabila R.18 Sep 2026

Prices in ringgit, paid in USD from the wallet, no drama. The install link opened settings directly on my iPhone.

Mei L.14 Sep 2026

Solid Thailand plan for the price. Support replied within the hour when I asked about hotspot.

Daniel R.7 Sep 2026

Kept my own SIM for OTPs and used ThirdSIM for data — exactly how it should work. Top-up took ten seconds.

Ayesha K.31 Aug 2026

Good speeds in Riyadh and Jeddah. Wish the daily pass came in a 3-day option by default, but the slider let me pick it.

Rafiq H.23 Aug 2026

Used the Europe bundle across five countries in two weeks. One eSIM, no swapping, no surprises on the bill.

Sara M.17 Aug 2026

Bought a Japan plan from Dhaka the night before the flight, scanned the QR at Narita and was online before baggage claim. bKash payment worked first time.

Tanvir A.9 Aug 2026