Talk to a human.
Contact Horizon eSIM support by email. Response times vary, and we can help with setup, activation, payments, top-ups, and refunds.
LuShen L.L.C. (Horizon eSIM) · Business reg. 812292598 · Agim Ramadani C3/7, Pristina, Kosovo
Start with the details that match your issue.
The links below cover the checks you can make immediately. If the issue remains, email support with the relevant details so we can investigate the correct order, device and plan without asking you to repeat the basics.
Installation or activation
Use the iPhone and Android walkthroughs for QR-code, manual-entry and data-line settings. Activation timing is plan-specific, so keep the order instructions open.
Open the installation guideOrder, payment or delivery
Check My eSIMs and your receipt first. If a paid order, QR code or top-up is missing, include the order ID and checkout email in your message.
Open My eSIMsRefund request
Read the eligibility rules before writing. Installation, activation, usage and the reason for the request can affect what evidence is needed and whether a refund is available.
Read the refund policyAccount or privacy request
Use the privacy route for access, correction, deletion or data-use questions. Send account requests from the email address connected to the account when possible.
Review privacy optionsWhat to include in a support message
A short, specific report is more useful than a long description. Include only information relevant to the issue.
- Your Horizon order ID and the email used at checkout, when the question concerns a purchase.
- The exact phone model, sales region and operating-system version—not only “iPhone” or “Samsung.”
- The destination and plan name, purchase date and whether the eSIM has been installed or connected.
- The exact error text, the step where it appears and a redacted screenshot of the relevant settings when useful.
Keep sensitive details out of email
Support needs enough context to identify the issue, but it does not need secrets that could expose your account, payment method or eSIM profile.
- Never send your Horizon, email or device password.
- Never send a full card number, CVV, PIN or online-banking credentials.
- Do not post or email the full QR code, SM-DP+ details or activation code. Share them only through a secure channel that support provides for your case, never in an ordinary email.
Redact unrelated names, numbers and notifications from screenshots. Response time varies with case volume and complexity; there is no guaranteed email-response window.