If you purchased a Halo data plan for the wrong country or region, you can have it refunded in full and buy the right one instead, as long as you have not activated the eSIM. Installing the profile does not close that door; connecting to a network does.
If you have not installed the eSIM
Chat with Hal from /support and we will cancel the original plan and refund it in full, within 30 days of purchase. Then buy the plan for the correct destination from Destinations.
The correct plan arrives as a new eSIM with its own QR code, and we will email you to confirm the refund on the original order.
Have ready when you start the chat:
- Your Halo order number (starts with HALO-)
- The destination you actually need
- Confirmation that you have not installed or scanned the QR code
If you have already installed the eSIM
Installing the profile does not by itself end your right to a refund. What matters is activation, which means first network attach: the moment your device first connects to a carrier network using the Halo eSIM in a destination country. You can install in advance and still cancel, as long as you have not connected to a network.
So if the eSIM has been installed but not activated, with no data used, you can still request a full refund within 30 days of purchase. Chat with Hal from /support and buy the plan for the correct destination from Destinations.
A refund is not available once you have activated the eSIM, unless the eSIM is faulty. See Refunds and cancellations for the full policy.
How to check your plan’s coverage
Before purchasing, check which countries are included in each data plan:
- Country plans cover a single country.
- Regional plans (e.g. Europe, Southeast Asia) cover multiple countries. The specific countries included are listed on the plan page before purchase.
See Countries and regions covered by Halo eSIM for the full list.
Avoiding wrong-destination purchases
At checkout, Halo shows the destination and covered countries for your selected plan. Review these before completing your purchase. If you are travelling to multiple countries, a regional plan may be a better fit than separate country plans.