How Can We Help?

If your eSIM is not installing, try the following steps:

1. Check your internet connection - You need a stable Wi-Fi or cellular connection to download the eSIM profile.
2. Verify device compatibility - Make sure your iPhone supports eSIM (iPhone XS or newer). Go to Settings > General > About and look for "Available SIM" or "Digital SIM".
3. Check carrier lock status - Your iPhone must be carrier-unlocked to use a TsunaGo eSIM. Contact your carrier if you are unsure.
4. Restart your iPhone - A simple restart often resolves installation issues.
5. Delete and reinstall - If the eSIM profile appears stuck, go to Settings > Cellular > remove the plan, then try installing again from the TsunaGo app.

If none of these steps work, contact us at support@tsunago.app and include your device model and the destination country. Our 15-minute guarantee means you will receive an automatic refund if the eSIM does not activate.

After installing the eSIM, you may need to configure a few settings:

1. Enable Data Roaming - Go to Settings > Cellular > select the TsunaGo plan > toggle on "Data Roaming". This is required even though you are using a local eSIM.
2. Set TsunaGo as your data line - Go to Settings > Cellular > Cellular Data and select your TsunaGo plan as the active data line.
3. Enable the eSIM line - Go to Settings > Cellular and make sure the TsunaGo line is toggled on under "Cellular Plans".
4. Toggle Airplane Mode - Turn Airplane Mode on, wait 10 seconds, then turn it off. This forces the phone to reconnect to the network.
5. Reset Network Settings - As a last resort, go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Note: this will erase saved Wi-Fi passwords.

Most connection issues are resolved by enabling Data Roaming (step 1). This setting is required by iOS for all eSIM data plans.

You can check your data usage in several ways:

1. TsunaGo App - Open the app and tap your active plan on the home screen. You will see a real-time usage dashboard showing how much data you have used and how much remains.
2. Push Notifications - TsunaGo sends you alerts when you reach 50%, 80%, and 95% of your data allowance.
3. Widget - Add the TsunaGo widget to your home screen for a quick glance at your remaining data.

If you are running low, you can purchase a top-up plan directly in the app without interrupting your current connection.

15-Minute Guarantee (automatic): If your eSIM does not connect within 15 minutes of activation, a full refund is processed automatically. You do not need to do anything - the refund appears on your original payment method within 3-5 business days.

Other refund requests: If you need a refund for a different reason, contact us at support@tsunago.app with your order number (found in the app under "My Plans"). We review requests within 24 hours.

Refund policy notes:

• Unused plans that have not been activated are always eligible for a full refund
• Plans that have been activated and used may be eligible for a partial refund depending on usage
• TsunaGo Pass subscription refunds follow Apple's subscription refund policy

You can delete your account directly from the app:

1. Open TsunaGo and go to Settings (gear icon)
2. Scroll down and tap "Account"
3. Tap "Delete Account"
4. Confirm with Face ID or your password

Account deletion is permanent and will:

• Delete your personal information from our servers
• Cancel any active TsunaGo Pass subscription
• Remove all plan history
• Deactivate any active eSIM plans

You can also request account deletion by emailing support@tsunago.app. We process deletion requests within 30 days as required by GDPR.

TsunaGo currently supports the following iPhones:

• iPhone 16 series - iPhone 16, 16 Plus, 16 Pro, 16 Pro Max
• iPhone 15 series - iPhone 15, 15 Plus, 15 Pro, 15 Pro Max
• iPhone 14 series - iPhone 14, 14 Plus, 14 Pro, 14 Pro Max
• iPhone 13 series - iPhone 13, 13 mini, 13 Pro, 13 Pro Max
• iPhone 12 series - iPhone 12, 12 mini, 12 Pro, 12 Pro Max
• iPhone 11 series - iPhone 11, 11 Pro, 11 Pro Max
• iPhone XS / XR series - iPhone XS, XS Max, XR
• iPhone SE - 2nd generation (2020) and newer

Important: Your iPhone must be carrier-unlocked to use TsunaGo. If you purchased your phone through a carrier contract, contact them to confirm it is unlocked.

Android: We are developing an Android app. Email support@tsunago.app to join the Android waitlist.