If your eSIM—purchased via the AstroPay app or website—didn’t activate due to a technical fault on Airalo’s side, this article shows how to request a refund easily and securely.
When you’re eligible for a refund
You can request a refund only if:
The eSIM was purchased through the AstroPay app or website.
The activation issue was due to a technical error by Airalo.
You submit your request within 5 days of purchase.
Important: Airalo is responsible for approving the refund. If approved, the equivalent USD amount will be credited to your AstroPay wallet.
When refunds are not allowed
Refunds won’t be granted if:
There was a user activation error.
Your device is not compatible with eSIM.
The eSIM was used beyond the minimal test period (as defined by Airalo’s policy).
All refund requests are subject to Airalo’s Terms and final decision.
How to request a refund
Open the AstroPay app.
Go to Help or contact Customer Support.
Provide the following:
Purchase date
Description of the issue
eSIM name or receipt
Submit your request within 5 days of purchase.
AstroPay will review your case with Airalo and update you on the result.
Still have questions?
Can I get a refund if I changed my mind or didn’t use it?
No. Refunds are not issued for change of mind or unused eSIMs.
What currency will I get refunded in?
Refunds are credited in USD to your AstroPay wallet.
I bought my eSIM directly on Airalo—can AstroPay help?
No. AstroPay can only support eSIMs purchased via AstroPay.