Return Policy
Return and claim terms for ESIMPY virtual number services.
Last updated: April 1, 2026
General Terms
We do not process refunds for numbers that have been purchased after an SMS has been received and activation is complete. If you do not receive an SMS within the allotted time, the funds for that number will be automatically returned to your credit balance once the activation is cancelled. We recommend contacting support if you experience any issues receiving or using our services.
Eligible Claims
We accept return requests for the following reasons:
SMS Not Received
If an SMS was not delivered due to a server-side issue, please contact our support team. Claims must be submitted within 5 days of the purchase date. After this period, the product is considered activated.
Invalid Virtual Number
If you experience an issue using the number after the SMS was received, submit proof of the invalid number (e.g. a 2FA screenshot). Claims must be submitted within 5 days. For Telegram numbers protected by 2FA, a video is required as proof of the error. Telegram 2FA numbers purchased via API are not eligible for a refund.
Major Defects
If a product has an unexpected critical error, contact us immediately. We reserve the right to resolve the issue within 5 days. If the issue cannot be resolved, a full refund will be issued with no additional compensation, or a replacement product of equivalent value may be offered at the Customer's discretion.
Exclusions
- Credit top-ups are non-refundable under any circumstances — see our Refund Policy
- We are not responsible for incorrect use of API functions by the user
- We do not cover incompatibility with third-party software (plugins, extensions, etc.)
- Return requests are only accepted within 5 days of the order date
- Requests must include a clear reason and must not conflict with our Terms & Conditions
Have a question about our policies?
Our support team is available 24/7 and typically responds within minutes.