What should I prepare before contacting support?

To help our team resolve your issue as quickly as possible, please have the following ready before reaching out:

• Your Order ID or ICCID - found in your confirmation email or in the Gohub app under My eSIM
• Screenshots of your network settings showing:
  • Mobile Data / Cellular Data turned on
  • Data Roaming turned on
  • Network operator selection
  • APN settings
  • Confirmation that no VPN is active
• A screenshot of the error you're seeing
• A screenshot of your current location

The more information you share upfront, the faster we can get you back online.

If your eSIM isn't working after activation, you may be eligible for Gohub's 1-Hour Replacement Policy - guaranteed resolution or a replacement eSIM within one hour at no extra cost.