Customer Help · Effective July 4, 2026
Support Policy
This policy sets expectations for what Lainey support can help with and what information we need to troubleshoot.
Contact
Use in-app support where available or email support@lainey.app. Include your order email and destination when asking about an eSIM.
1. What Support Covers
- Finding an order or eSIM.
- Installation and QR code help.
- Basic APN, roaming, and data-line troubleshooting.
- Subscription cancellation and failed-payment questions.
- Refund review when the Refund Policy may apply.
- Account access and deletion questions.
2. What We May Need
- Order email, order ID, payment intent, or ICCID.
- Device model, operating system, carrier-lock status, and destination.
- Screenshots of errors, network settings, or QR/install screens.
- Confirmation that data roaming is on and the Lainey eSIM is selected for mobile data.
3. Response Goals
We aim to respond as quickly as practical, but response times are not guaranteed. Travel, carrier, provider, fraud, or payment issues may require additional investigation.
4. Limitations
Support cannot guarantee local carrier coverage, force a carrier to connect, unlock your device, alter your operating system, recover a deleted non-reinstallable eSIM, or fix third-party outages.
5. Refund Review
If a refund depends on a technical issue, we may ask you to complete reasonable troubleshooting steps first. Refusing troubleshooting may limit our ability to verify eligibility.