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.
Please note that refund requests must be made within 30 days of purchase to be considered.
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.
Additionally, Nomad points can be issued as a refund option, with 100 points equivalent to 1 USD and no expiry.
If you encounter issues installing the eSIM on an unlocked, compatible device, follow these steps before requesting a refund:
Use the QR Code: Users should scan the QR code from their email.
Manual Installation: Use the instructions from the email titled "Here is how you access your Nomad plan!".
Check ICCID: Locate the ICCID of your eSIM and provide it to support if requested for troubleshooting confirmation.
Check Your Internet Connection: Ensure you are using a strong, stable internet connection (preferably private Wi-Fi or reliable cellular data). Weak or unstable connections can cause installation errors.
Restart Your Device: Restart your phone and attempt to reinstall the eSIM.
Contact Device Manufacturer: If the issue persists, consider reaching out to your device manufacturer for further assistance.
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.
Refunds are generally not possible for expired eSIMs.
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.
Refunds for expired eSIMs may be processed as Nomad points, which do not expire and can be used for future purchases.
4. Self-Cancelation via the Nomad App
This is applicable only if your eSIM is unused. You can self-cancel your eSIM order and initiate a refund directly through the Nomad app. Here’s how:
Open the Nomad app.
Navigate to Profile → Help Center → Other Issues → Cancel Order.
Select your eSIM plan to cancel.
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:
Verification: Confirm your order details, plan, and device compatibility with Nomad support.
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). Nomad points do not expire, offering a flexible refund option for future purchases.
Additional Verification: Provide requested data such as ICCID screenshots when needed.
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.
Device Switching: When switching to a new device, cancel the original eSIM plan before purchasing a new one for the intended device.
FAQs on Common Issues
What if my eSIM isn’t visible in the app, and the payment appears reversed?
If the payment has been reversed automatically, the issue might have resolved itself due to a failed payment process. Check your bank statement and app for confirmation. You can repurchase the eSIM without concern.
What happens if the replacement eSIM QR code doesn’t work?
If the replacement QR code fails, Nomad can cancel the plan and issue a refund as Nomad points. These points are available immediately for future purchases.
What causes eSIM installation failures like error 1010?
Installation failures can occur due to weak or unstable internet connections. To avoid this, use a strong, stable connection and retry the installation on a different network if necessary.
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.