New eSIM Replacement Policy within 1 Hour

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 to help us troubleshoot:

1. Order Information

Your order ID or ICCID

2. Network Settings

Screenshots or photos of your device's settings, including:

Cellular data (4G/5G) – turned on.
Data roaming – turned on.
Network operator selection.
APN settings.
Proof that no VPN is installed.

3. Error Screens

Screenshots showing the issue (e.g., no internet connection).

4. 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 we're missing any critical information from you, we'll do our best but may need to follow our standard refund policy instead.

A screenshot showing eSIM is deleted when confirming replacement or refund shall be sent to us.

Contact Information

Chapman Rd, Newark, Delaware, 19702, US

+1 (302) 899-2888 (WhatsApp)

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