Replacement policy
Staying connected throughout your trip matters. VivuEsim offers a 1-hour replacement policy so we can help quickly if your eSIM/SIM fails and keep your trip uninterrupted.
Step 1: Contact VivuEsim as soon as an issue occurs
If your eSIM/SIM is not working, contact our support team through:
- Email: [email protected]
- Hotline: +84 356 507 777
Step 2: Troubleshooting support
VivuEsim will help resolve the issue as quickly as possible within one hour. Please prepare the following so support can move faster:
- Order information: order code or ICCID.
- Network settings: screenshots or photos of your device showing:
- Mobile data (4G/5G) — enabled.
- Data roaming — enabled.
- Network selection.
- APN settings.
- Proof that no VPN is installed.
- Error photo: a screenshot of the issue (for example, no internet connection).
- Location information: a screenshot of your current location.
Step 3: Next steps
- If we cannot fix the issue within one hour, we will provide a replacement eSIM/SIM or an alternative solution free of charge.
- If you do not provide the required information, we will still try to help where possible and apply the standard refund policy.
- You must send a screenshot confirming the eSIM/SIM has been deleted when requesting a replacement or refund.
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