Claim Warranty
byOne Warranty Policy
Effective Date: October 25, 2026
Last Upated: October 25, 2026
Stay Connected, anywhere.
At byOne, we want every traveler to stay connected with confidence. Whether you're experiencing technical issues, purchased the wrong eSIM, or had a change in travel plans, we're here to help.
Our Guarantee Policy ensures that eligible customers can request a warranty when their eSIM does not work as intended and the issue cannot be resolved by our Support Team.
1. General Terms
By purchasing an eSIM through the byOne website or mobile application, you acknowledge and agree to this Guarantee Policy.
Warranty requests are subject to verification and eligibility requirements. Guaranteed warranties apply to qualifying technical issues attributable to byOne or its network and eSIM service providers.
Other warranty requests, including accidental purchases or changes in travel plans, may be considered under the conditions outlined below.
2. When Are You Eligible for a Warranty?
You may be eligible for a warranty under the following circumstances:
A. eSIM Not Working
Your eSIM cannot be downloaded, installed, activated, or used due to a verified technical issue.
Your eSIM cannot connect to a supported network at the intended destination despite using a compatible and unlocked device.
The issue originates from byOne or its service provider and cannot be resolved through troubleshooting.
B. Wrong eSIM Purchase
Accidentally purchased the wrong eSIM? We understand mistakes happen.
You may request a warranty if:
You purchased an eSIM for the wrong country or region.
You selected an incorrect data package.
Your eSIM has not been installed, activated, or used.
Your warranty request is submitted within 3 calendar days (72 hours) of purchase.
Warranties for incorrect purchases are subject to eligibility verification and service provider approval.
C. Change of Travel Plans
If your travel plans change or your trip is canceled, you may submit a warranty request provided that:
Your eSIM has not been installed, activated, or used.
Your eSIM package has not expired.
Your request is submitted within 72 hours of purchase.
These requests are reviewed individually and are not covered by the technical-issue warranty guarantee.
3. When Are Warranties Not Available?
Warranties are generally not available in the following circumstances:
The eSIM has been successfully installed and is functioning as intended.
Your device does not support eSIM technology or is carrier-locked.
Your device settings, local connectivity, or user error caused the issue.
Your eSIM has expired, even if unused data remains.
Your data allowance has been fully consumed.
You purchased additional data, roaming services, or alternative internet access during troubleshooting.
You failed to follow the troubleshooting instructions provided by our Support Team.
Your warranty request for a wrong purchase or change of plans is submitted more than 72 hours after purchase.
Fraudulent activities, misuse, or violations of byOne's Terms and Conditions are identified.
For verified technical failures, eligibility will be assessed based on the circumstances and applicable consumer protection requirements.
4. How to Request a Warranty
Requesting a warranty is simple.
Step 1 — Contact byOne Support
Visit www.byone.travel or open the byOne mobile application and access our customer support channel.
Step 2 — Provide Your Order Details
Share the following information:
Order number or transaction ID.
Email address associated with your purchase.
eSIM destination and package.
A brief explanation of the issue.
Supporting screenshots or error messages, if applicable.
Step 3 — Complete Troubleshooting
For technical issues, our Support Team may guide you through troubleshooting steps to identify and resolve the problem.
Step 4 — Warranty Review
If your issue remains unresolved, our team will review your warranty eligibility and provide an appropriate resolution.
We recommend contacting Support before deleting, transferring, or attempting to reinstall your eSIM.
5. Warranty Guarantee & Processing Time
byOne is committed to providing a fair and transparent resolution.
Review Period: Warranty claims will be reviewed and processed within a maximum of 15 business days after all required information has been received.
Guaranteed Resolution: If an eligible technical issue cannot be resolved, byOne will offer a replacement eSIM or an approved monetary warranty.
Warranty Initiation: Approved warrantys will be initiated within 5 business days after approval.
Warranty Arrival: Depending on the payment provider, bank, and payment method, the warranty may take an additional 7–10 business days, or up to 30 days in some cases, to appear in your account.
6. Warranty Methods & Amounts
Approved warranties will generally be returned to the original payment method whenever supported by the payment provider.
Credit or Debit Card: Warranties will be credited to the original card.
Digital Wallet: Warranties will be returned to the original wallet when supported.
Bank Transfer: Warranties may be processed to a verified bank account when the original payment method is unavailable.
Alternative Payment Methods: Warranties will follow the applicable payment provider's processing procedures.
Important: Warranties may exclude non-warrantyable payment processing fees, platform charges, or third-party fees where permitted by applicable law. Any applicable deduction will be disclosed before the warranty is processed.
Warranty amounts will be determined based on the eligible transaction and the applicable service provider's warranty conditions.
7. Important Additional Terms
Warranty requests are subject to verification by byOne and, where applicable, its eSIM service providers.
byOne reserves the right to investigate suspicious transactions or potentially fraudulent warranty requests.
Requests involving fraud, unauthorized transactions, or misuse may be rejected in accordance with applicable law.
Customers are responsible for providing accurate information throughout the warranty process.
eSIMs that have already been installed cannot generally be transferred to another device.
Approved warranties may result in immediate deactivation of the associated eSIM.
All warranties remain subject to applicable consumer protection laws and mandatory customer rights.
8. External Factors & Network Disruptions
byOne is not responsible for service interruptions caused by local network provider outages, emergency maintenance, government-mandated signal restrictions, or force majeure events in the destination country.
9. Need Help? We're Here for You.
Experiencing an issue with your eSIM? Our team is ready to assist.
Contact byOne Customer Support through our website or mobile application.
Website: https://www.byone.travel
