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 listed.
Write to us
A person reads every message and replies by email, usually within a few hours.
Why you get a table of addresses 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 our team by email | Under 1 second, then usually within a few hours | 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 | Usually within a few 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 | press@orbislo.com | Same working day, under 4 hours in practice | We answer questions we do not like the sound of. |
| Partnership, affiliate, distribution, API resale | partners@orbislo.com | 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 | business@orbislo.com | 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 | legal@orbislo.com | Under 5 working days | Data subject requests are completed inside 30 days as required, and usually inside 5. |
| Security vulnerability | security@orbislo.com | 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 197 countries, which exists for exactly this. |
Every row on this table is a commitment with a number attached. Each one is measured against a clock rather than an adjective, so you can tell whether it was kept.
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 help with your order: checking whether your eSIM installed, explaining a charge, or pointing you to the right fix.
What we promise, in numbers
The commitments below are numbers rather than adjectives, so you can tell when we miss one.
60s
automatic refund on a provisioning failure, with nobody asked to file anything
100 MB
free rescue data every month in 197 countries, so you can always reach us
Each figure below is a number rather than an adjective, so you can tell whether it was met.
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 |
|---|---|
| support@orbislo.com | Anything about your account or your data. Slower than the in app assistant, so use the app if you can. |
| press@orbislo.com | Journalists, analysts and researchers. |
| partners@orbislo.com | Affiliates, travel brands, device makers and API resellers. |
| business@orbislo.com | Team accounts, procurement, security questionnaires and invoicing. |
| legal@orbislo.com | Notices, privacy requests, takedowns and law enforcement. |
| security@orbislo.com | Vulnerability disclosure. The PGP key is published in our security.txt file. |
Postal address for service: Orbislo, Gutenbergstraße 5, 67227 Frankenthal, Germany.
Press
Write to press@orbislo.com. You will get a named person, not a shared inbox signature, and usually inside 4 hours on a working day.
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 business@orbislo.com. 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, Gutenbergstraße 5, 67227 Frankenthal, Germany. Notices to legal@orbislo.com 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 security@orbislo.com. 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, which name the networks we use in every country and give a typical speed.
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?
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.