Support
Most problems are solved in the first two answers below. If yours is not, write to us and a person will read it.
Contact us
Email esim@innovage.io from the address on your account. We aim to reply within 24 hours.
Include your order number, which is on the order screen in the app, plus your device model and a screenshot of what you are seeing. That is usually enough for us to solve it in one reply rather than three.
Troubleshooting
My eSIM will not install
You need an internet connection to install, so try again on Wi-Fi. Check that your phone supports eSIM and is not carrier locked, since a locked phone rejects a valid profile. If the QR code will not scan, use the manual entry option and paste the activation code from the app.
It installed but there is no signal
Make sure the Inovo line is switched on, that data roaming is enabled for that line specifically, and that it is selected as your mobile data line. Then toggle airplane mode on and off. A new profile can take a few minutes to register with a local network after you land.
My data is not working even though I have signal
Check that mobile data is set to the Inovo line rather than your home SIM, and confirm you still have data left on the plan screen. If you are on an unlimited plan and everything feels slow, you may have passed the daily full speed allowance, which resets the next day.
I ran out of data
If your eSIM supports top ups, you will see the option on that eSIM in the app. Otherwise buy a new plan, which arrives as a new profile. We warn you at 80 percent and 100 percent so this is rarely a surprise.
My plan expired sooner than I expected
Validity runs continuously from the moment the eSIM first connects in a covered destination, including days you did not use it. It is not counted in days of use.
I was charged but got no eSIM
Our system detects this and refunds you in full automatically, without you asking. If you have not seen the refund after a few days, email us with your order number and we will chase it.
Policies
- Refund Policy covers what is refundable and how to ask.
- Fair Use Policy explains how unlimited plans actually behave.
- Privacy Policy lists every piece of data we hold and how to have it deleted.
Deleting your account
You can delete your account and its data at any time from Settings in the app. No email to us is required. Our Privacy Policy explains exactly what is deleted immediately and which financial records we are legally required to retain.