What is Gohub's 1-hour eSIM replacement policy?

Staying connected while traveling is critical - and Gohub understands that. If your eSIM isn't working after activation, Gohub's 1-Hour Replacement Policy guarantees that you'll either get back online or receive a replacement eSIM within one hour, at no extra cost.

Step 1: Contact Gohub immediately

As soon as you notice an issue, reach out to Gohub support through any of these channels:

• WhatsApp: +1 (302) 899-2888
• Email: cs@gohub.com

Step 2: Help us fix it together

During the first hour, Gohub's team will work with you to identify and resolve the issue. To speed things up, have the following ready before contacting support:

• 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
  • Confirmation that no VPN is installed
• Error screenshots: E.g. no internet connection screen
• Location screenshot: Showing your current location

Step 3: What happens next?

• If the issue cannot be resolved within one hour, Gohub will provide a replacement eSIM or an alternative solution at no extra cost
• If critical information is missing, Gohub will do its best but may need to fall back to the standard refund policy instead
• If a replacement or refund is confirmed, a screenshot showing the deleted eSIM must be provided

Note: This policy applies to technical issues after activation. If the issue cannot be resolved due to lack of critical information from the customer's side, the standard refund policy will apply instead. See Can I cancel or get a refund on my eSIM order? for full refund eligibility details.