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Ubigi refund: How to get one?
Unhappy or having issues with your Ubigi eSIM? Find out how and when to request a Ubigi refund, plus whether your case is eligible for money back.
The best way to find out if you are eligible for a Ubigi refund is to contact their customer support, as some of the information available is inconsistent. Below, we’ll tell you how to request a Ubigi refund and cover when Ubigi does refund its users based on its terms and conditions.
Does Ubigi offer refunds?
Yes, Ubigi does offer refunds. Of course, not all Ubigi orders are eligible for a refund, and each is judged on a case-by-case basis.
When does Ubigi offer a refund?
Ubigi can give you a full or partial refund for two main reasons:
- eSIM profiles without a scanned QR code: If you haven’t scanned the QR code included in your purchase, your order will be eligible if your device is eSIM-compatible.
- Technical issues: If there are proven technical issues because of Transatel (Ubigi’s parent company), Ubigi might offer a partial or full refund.
You are not eligible for a refund in the following cases:
- Upon scanning the QR code received by Ubigi, your refund request will be denied.
- If your device is carrier-locked or eSIM-locked, all refunds will be denied. This information is also available in the “How to use” section on product pages.
- Top ups or recharges are not eligible for refunds.
- When requesting a refund, Ubigi can ask for your IMEI number to double-check it’s not carrier-locked for international use.
Note: Keep in mind that Ubigi’s FAQs and Terms & Conditions contain slightly different information regarding refunds for carrier-locked or incompatible devices. Their T&Cs state that refunds for carrier-locked devices are “not possible,” while their Help Center FAQ says “if you are unable to use the data plan due to a lock or incompatibility, a refund may be possible.”
Additionally, the T&Cs use “not scanned the QR code” as the eligibility threshold, while the Help Center uses “not used any data.” If you are in a similar situation, it’s best to contact Ubigi for the most accurate answer.
How to request a refund from Ubigi?
There are two ways to request a refund for a Ubigi eSIM.
The first option is to reach out to the company through the website’s chat function:
- Find the chat button on the website and start the conversation with the AI chatbot.
- Answer the chatbot’s questions about your name and contact information, then send your refund request.
- The AI chatbot will send your request to the team, and they will contact you for the following steps. This can take a few minutes to a couple of hours, especially because support is mostly available from Monday to Sunday, from 8:00 AM to 21:00 PM (CET).
- Once you’ve received a reply, you’ll be requested to add your payment ticket within 14 business days from the purchase or technical issue date.
- Accepted refunds will be processed using the original payment method within 10 business days.
Besides using the chat, you can also fill out the “Contact support” form. To request a refund using this form, you’ll need to:
- Enter your details, like:
- First and last name
- Email and email confirmation
- eSIM profile
- Your device
- On “Select your request”, choose “Other request”.
- Complete the message box with information regarding your order and why you need a refund.
Upon receiving a Ubigi answer, you need to share your payment ticket within 14 business days from the purchase or technical issue date. All refunds will be processed within 10 business days. Don’t delete your Ubigi eSIM during this time, as you might be asked to provide specific details during the refund process.
You can also contact Ubigi via WhatsApp, but keep in mind that WhatsApp is operated by AI, and, according to the Ubigi website, it won’t be able to provide more precise account-related information.
Note: Refunds aren’t available using the mobile app. You’ll be redirected to the Ubigi website to continue with your refund request.
Lastly, it’s important to note that refunds aren’t available using the mobile app. You’ll be redirected to the Ubigi website to continue with your refund request.
Experience flexible refunds and 24/7 customer service with Holafly
Holafly offers a flexible refund policy and 24/7 customer support. Here are some reasons why you can request a refund from Holafly:
- Service withdrawal: If there are changes to your plans and you no longer need an eSIM, Holafly offers a full refund.
- Incompatible or locked phone: If your device is not eSIM-compatible or locked by a carrier, Holafly offers a full refund.
- Connection issues: Depending on the connectivity issue you experience, Holafly offers a partial or full refund.
The best part is that customer support channels, such as WhatsApp, live chat, and via app, are available 24/7 in 19 languages to help you solve issues or request a refund when necessary.
Plus, with unlimited data, coverage in 200+ destinations, and up to 5G roaming speeds, you’re unlikely to need our customer support or flexible refund policies in the first place.
For a more detailed comparison of the two eSIMs, check out our detailed Holafly vs. Ubigi comparison article.
Plus, you’ll be able to choose unlimited data plans and get access to the best local networks in over 200 destinations. And you can do all this using the website or phone, with no limitations!
Disclaimer: The data in this article is accurate as of February 9, 2026, and is subject to change.
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I first started my content creation journey as a freelancer in 2019, before connecting with Holafly in 2021. At Holafly, my travel and tech interests come together in one place as I craft high-quality articles about the eSIM and related markets. My content aims to help travelers stay connected, wherever they are.
