If the help centre articles haven’t resolved your issue, the Halo support team is ready to help.
How to reach us
Chat with Hal. This is the fastest way to reach us and the best place to start. Open chat from any page. Hal answers most questions straight away, and hands anything it cannot resolve to a human team member together with your conversation, so you do not have to explain the problem twice.
Email. If you would rather write to us, send your query to support@haloesim.com. You will receive a personal reply from the Halo team.
Response times
We reply to every query within 24 hours.
Most queries are answered well inside that, and chat is usually immediate. Twenty-four hours is the commitment we are prepared to put in writing, not the wait you should expect.
What to include in your message
The more detail you provide upfront, the faster we can help. Include:
- Your Halo order number (starts with HALO-, found in your order confirmation email)
- Your device model and operating system version (e.g. iPhone 15 Pro, iOS 18.2)
- A clear description of the issue (what you expected to happen and what actually happened)
- Screenshots if relevant (error messages, settings screens)
Each troubleshooting article in this help centre includes a specific list of what to send for that issue. Follow those instructions for the fastest resolution.
What Halo support can and cannot do
We can: re-send your eSIM, process refunds for eligible orders, troubleshoot connection issues, and answer questions about coverage or compatibility.
We cannot: unlock a carrier-locked device, override network restrictions in your destination country, guarantee specific speeds (these depend on the local network), move an existing plan to a different destination, or provide real-time phone support.
If you need coverage somewhere else, buy a new plan from Destinations. It arrives as its own eSIM profile with a fresh allowance and validity period.