The promise
Every Fizen eSIM comes with a 1:1 Trip Guarantee:If your eSIM doesn’t connect at your destination — for any reason — we’ll replace it 1-for-1 with zero fees, or give you a full refund. No questions asked.
How it works
1
Arrive at your destination
If your eSIM doesn’t connect after following the activation steps, open the Fizen App.
2
Contact support
Tap the chat icon in the bottom-right corner. You’ll be connected to a human agent in under 3 minutes.
3
Get replaced or refunded — free
Our agent will issue a replacement eSIM immediately at no extra cost, or process a full refund to your Fizen wallet balance. You never pay for a plan that didn’t work.
What’s covered
100% human support, 0 fees — every conversation is with a real person, and replacements under the guarantee never cost you anything. Average response time: under 3 minutes.