An eSIM is refunded in full within 30 days if it has not been installed.
Once installed, it counts as used. Write to samantha@genghis.pro with your order number, or reply to the eSIM email. Refunds are paid as Genghis Points or in USDT on BNB Smart Chain, 1 to 3 business days after approval. A USDT refund is sent to the email address on your order.
By Claudio Cuccovillo, founder of Genghis. Last updated: October 23, 2026.
When is an eSIM not refunded?
Once it is installed on a phone or tablet, or after 30 days. An installed eSIM counts as used and cannot be refunded, in the same way as a redeemed code. Check whether your phone supports eSIM before you install it.
What if my installed eSIM never connects?
If the cause is not your phone or your settings, our rules for a product that does not work apply. Do not delete the eSIM while we check the problem: a deleted eSIM cannot be issued again. Start with what to check when your eSIM does not connect.
How do I ask for a refund?
Through our Help Center, within 30 days of purchase.
- Open a request in our Help Center with the email address you ordered with.
- Add your order number.
- Say whether the eSIM was installed, and what went wrong.
- Choose Genghis Points or USDT on BNB Smart Chain. A USDT refund is sent to the email address on your order.
A person on our team reads every request. Read how refunds are paid, and in which coin, how to contact us, or the full refund policy.
What about eSIM credit from other brands?
Those follow the rules for codes. The eSIM catalog also lists three eSIM credit vouchers from other brands, redeemed on each brand's own site. A code that fails at first redemption, arrives incomplete or never arrives is replaced, or refunded if no replacement comes within 5 business days; report it within 30 days. A wrong region on our page is refunded.
More: how Genghis eSIMs work.
Still stuck? Write to samantha@genghis.pro with your order number.