Contact
Every way to reach us, with the answer time printed next to it.
Nine routes, each with a published response time. If we cannot commit to a time, the address is not on this page.
Why this page is a table and not a form
Most support pages in this category are a search box over a knowledge base, then a form, then silence. We have tried to build the opposite.
A form is a black hole with a submit button on it. You fill it in, you get a page that says thank you, and you have no idea whether a person will read it or when.
The routing table below is the whole thing. What you need, where it goes, and how long it takes. If a channel is not on the table it does not exist.
The routing table
| What you need | Where it goes | How fast | Why |
|---|---|---|---|
| My eSIM will not install or will not connect | In app assistant, then a human in the same thread | Under 1 second, then under 60 seconds | It can see your order, your device model, your eligibility check and the provisioning log. Nobody answers this faster without that context. |
| Refund, billing question, duplicate charge | In app assistant, escalates to billing | Under 60 seconds, resolved inside 24 hours | A provisioning failure refunds itself inside 60 seconds without you asking. This queue is for everything else. |
| Which plan do I need for my trip | Assistant, or price it yourself in the store | Instant | The assistant runs the same comparison the store runs, across all four product shapes. |
| Press, interview, data request, a quote for a story | [email protected] | Same working day, under 4 hours in practice | We answer questions we do not like the sound of. Ask for the raw coverage numbers and you will get them. |
| Partnership, affiliate, distribution, API resale | [email protected] | Under 2 working days | Read the four partner tracks first so the first reply is useful rather than a form. |
| Team or company account, 5 people or more | [email protected] | Under 1 working day | Volume tiers start at 500 GB a year. There is no seat fee at any size. |
| Legal notice, privacy request, law enforcement | [email protected] | Under 5 working days | Data subject requests are completed inside 30 days as required, and usually inside 5. |
| Security vulnerability | [email protected] | Acknowledged inside 24 hours | Coordinated disclosure over 90 days. We will name you in the advisory if you want to be named. |
| I am abroad with no data at all | Free rescue data, then the assistant | Immediate | Every account carries 100 MB a month of rescue data in 145 countries, which exists for exactly this. |
Every row on this table is a commitment we measure ourselves against and publish in the annual truth report, including the months we miss.
Support, and why the assistant goes first
The assistant is not a chat bot bolted onto a help centre. It is connected to your account.
When you open it, it already has the order you placed, the device you placed it from, which eSIM profile is installed, whether that profile has attached to a network in the last hour, and which carrier it attached to.
That context is the difference between a useful first reply and four rounds of questions. A human starting cold would spend the first four minutes asking you for those same things.
It can also do things. It can reissue a profile, refund an order, top up a wallet with your confirmation, switch you to a different carrier in the same country, and turn on the free rescue data if you have run out.
Roughly three questions in four end there. That is the only reason we can afford to answer the remaining one in under 60 seconds with a person.
What we promise, in numbers
Three commitments hold up the rest of this page. Each one is a number rather than an adjective, so you can tell when we miss it.
Under 60s
to a human reply, 24 hours a day, every day, in every timezone
60s
automatic refund on a provisioning failure, with nobody asked to file anything
100 MB
free rescue data every month in 145 countries, so you can always reach us
Our measured performance against those targets, including the months we missed them, is published in the annual truth report rather than left as a claim on this page.
The mailboxes
Six addresses, each read by a named team rather than a shared alias that nobody owns. Anything about your own account is faster in the app.
The mailboxes
| Address | What it is for |
|---|---|
| [email protected] | Anything about your account or your data. Slower than the in app assistant, so use the app if you can. |
| [email protected] | Journalists, analysts and researchers. We will give you the raw measurement set if you ask for it. |
| [email protected] | Affiliates, travel brands, device makers and API resellers. |
| [email protected] | Team accounts, procurement, security questionnaires and invoicing. |
| [email protected] | Notices, privacy requests, takedowns and law enforcement. |
| [email protected] | Vulnerability disclosure. The PGP key is published in our security.txt file. |
Postal address for service: Orbislo Ltd, 71 Lower Baggot Street, Dublin 2, D02 P593, Ireland.
Press
Write to [email protected]. You will get a named person, not a shared inbox signature, and usually inside 4 hours on a working day.
We will hand over the underlying measurement set behind our coverage figures, including the sample sizes and the countries where our numbers are worse than the market.
If you are writing a comparison piece, ask us for the losses as well as the wins. We keep a standing list of the places a competitor beats us. We would rather you printed it accurately than guessed at it.
Partnerships and business
Affiliates, travel brands, device makers and API resellers should read the four partner tracks first. The first reply is much more useful when we know which one you are.
Company accounts of five people or more go to [email protected]. The qualifying questions we ask are published in advance, so you can decide whether the call is worth your half hour.
Legal and privacy
Orbislo Ltd, 71 Lower Baggot Street, Dublin 2, D02 P593, Ireland. Notices to [email protected] are acknowledged inside 5 working days.
Data subject access, deletion and portability requests are completed inside 30 days as the regulation requires, and in practice inside 5 days.
Law enforcement requests are logged, counted and published in the annual report, including the number we refused.
Security disclosure
Send findings to [email protected]. The PGP key is published at orbislo.com/.well-known/security.txt.
We acknowledge inside 24 hours, agree a fix window with you, and publish an advisory at the end of a 90 day coordinated disclosure period.
Rewards run from $250 for a verified low severity finding to $10,000 for a remote issue that touches customer data before authentication.
Testing against your own account is welcome. Testing against another customer's account is not, and it will end the conversation.
Three things you may not need to ask
Three questions arrive far more often than the rest, and all three are already answered elsewhere on this site.
Which plan for my trip is answered by the store, which compares four product shapes against your dates and your countries in about 20 seconds.
Will it work where I am going is answered on the coverage pages, with the median speed, the slowest tenth and the sample size for every country we measure.
What does it cost is answered on the pricing page, including the throttle numbers, which we print on the buy button rather than in the terms.
Questions people actually ask
Why is there no contact form on this page?
Why do you push the assistant first instead of a human?
How do I get to an actual person?
Do you have a phone number?
I am stuck abroad with no data at all. How do I reach you?
What is your address for legal service?
Do you pay for security disclosures?
Do you answer in languages other than English?
Before you write, the three fastest answers
Most questions we receive are already answered by the store, the coverage data or the price list. All three take less than a minute.