Talk to a human.
24/7 human support in all languages, with guaranteed instant replies.
Choose how to reach us
- Response timing
- Instant replies guaranteed
- Support languages
- All languages
- Refund window
- Any time
Every day, 24 hours a day.
The answer may already be one tap away.
Install or activate
Step-by-step setup for iPhone and Android, including manual entry.
My eSIMs
Your installation details, remaining data, validity and top-ups.
Top up
Add data or another country to the eSIM you already have.
Refunds
Full refunds on request, used or unused, with no time limit.
Supported devices
Check whether your exact phone model supports eSIM.
Help center
Short answers to the questions travellers ask most.
What to include in your message
A few specific details let us help straight away. You do not need an order number.
- The email address you used at checkout.
- The country you bought the eSIM for, and where you are now.
- Your exact phone model, for example “iPhone 15 Pro” or “Galaxy S24”, not only “iPhone” or “Samsung”.
- What you see: the exact error text, or a screenshot with the QR code and activation details hidden.
Never send us these
We will never ask for them, on any channel.
- Your Horizon, email or phone password, or a sign-in code.
- A full card number, CVV, PIN or online-banking details.
- The QR code, SM-DP+ address or activation code of your eSIM.
Hide unrelated names, numbers and notifications in screenshots.
Questions about contacting support
What is the fastest way to reach Horizon?
WhatsApp is the fastest way. You can also send us an email. Horizon offers 24/7 human support in all languages, with guaranteed instant replies.
When is support available, and in which languages?
Every day, 24 hours a day. You can write to us in any language, not only the languages of this website.
What should I include in my message?
The email address you used at checkout, the country you bought the eSIM for, your exact phone model and what you see on screen. You do not need an order number.
What should I never send to support?
Passwords, sign-in codes, full card numbers or CVV, and the QR code or activation code of your eSIM. We never ask for them.
I lost my QR code. How do I get it again?
Sign in and open My eSIMs to see your installation details again. If you bought as a guest, open the secure order link in your confirmation email, or contact us with your checkout email.
My eSIMsMy eSIM won’t connect. Can you help?
Yes. First check that the Horizon line is on, selected for mobile data and has data roaming turned on, then turn airplane mode on and off. If it still does not connect, contact us with your location, your phone model and what the phone shows.
Help centerHow do I ask for a refund?
Contact us on any channel and tell us the email address you used at checkout. We refund the full amount you paid, whether your eSIM is unused, partly used or fully used, and there is no time limit. You do not need to give a reason.
Refund policyI’m changing phones. What should I do?
Contact us before you reset or replace the phone. An installed eSIM may not move to a new phone or survive a reset, and we can check what is possible for your eSIM.
I entered the wrong email at checkout. What now?
Contact us from an address you can access and tell us the address you entered. We verify that the order is yours before we change any delivery or account details.
Can I get an invoice with my company details?
Your receipt is sent to your checkout email. For an invoice with company details, contact us with your checkout email and the company name, address and tax number to show.
Orders & receiptsI run a travel website, community or business. Can we work together?
Yes. Our affiliate program is for publishers, creators, communities and travel businesses. Read the program details and apply on the affiliate program page.
Horizon eSIM affiliate programI’m a journalist. Who do I contact?
Email our press team at press@horizonesim.com.
How do I make a privacy or data request?
Email privacy@horizonesim.com from the address connected to your account when possible. Our privacy policy explains your rights and how we handle your data.
Privacy policyWho runs Horizon eSIM?
Horizon eSIM is run by LuShen L.L.C., a company registered in Kosovo.
LuShen L.L.C. (Horizon eSIM) · Business reg. 812292598