We understand how important it is to stay connected during your travels. If you experience any issues with your eSIM, our 1‑Hour Replacement Policy is here to help you get back online quickly.
Step 1: Contact Us Right Away
If your eSIM isn't working, reach out to our support team immediately through one of these options:
- Zalo: SIM & eSIM du lịch quốc tế Gohub (zalo.me/esimgohub)
- Facebook: Gohub's Official Page
- WhatsApp: +1 (302) 899‑2888
- Email: cs@gohub.com
- Hotline: +84 (866) 440022 (Vietnamese support)
Step 2: Help Us Fix It Together
During the first hour, we'll work with you to identify and solve the issue. Please have the following details ready:
- Order Information: your order ID or ICCID
- Network Settings (screenshots):
- Cellular data (4G/5G) – turned on
- Data roaming – turned on
- Network operator selection
- APN settings
- Proof that no VPN is installed
- Error Screens: screenshots showing the issue (e.g., no internet connection)
- Location Details: a screenshot showing your current location
Step 3: What Happens Next?
- If we can't resolve the issue within one hour, we'll provide a replacement eSIM or an alternative solution at no extra cost.
- If critical information is missing, we'll do our best but may need to follow the standard refund policy instead.
- A screenshot showing eSIM is deleted must be sent when confirming replacement or refund.
