Step 1: Contact My SIM immediately when you encounter an issue

If your eSIM/SIM is not working, please contact our support team immediately through the following channels:
– Zalo: 0384 909 454
– Facebook: My SIM
– Hotline: +84 0384 909 454

Step 2: Troubleshooting Support

My SIM will assist you in resolving the issue as quickly as possible, within one hour. Please prepare the following information in advance to facilitate a smooth and fast support process:
1. Order Information: Order code or ICCID.
2. Network Settings: Screenshots or images containing device information, including:
– Mobile data (4G/5G) – enabled.
– Data roaming – enabled.
– Carrier selection.
– APN settings.
– Proof that no VPN is installed.
3. Error Image: Screenshot showing the issue (e.g., no internet connection).

Step 3: Next steps for resolution

– If we cannot resolve the issue within one hour, we will provide a replacement eSIM/SIM or an alternative solution completely free of charge.
– If you do not provide all necessary information, we will try to assist as best as possible, applying our standard refund policy.
– You need to send a screenshot confirming that the eSIM/SIM has been deleted when requesting a replacement or refund.