What do you need?

The 6 categories, and what each covers

16 articles sit behind these 6 names. Here is what each one answers.

• Getting started: whether your phone takes an eSIM, how you buy, and when data expires. It never does.
• Installing your eSIM: the exact taps on iPhone and Android. Median time from buy to online is 41 seconds.
• Using and managing your data: a real balance, the hotspot, and sharing one balance with eight people.
• Account, wallet and Miles: how the balance works, moving to a new phone in two taps, what Miles are worth.
• Troubleshooting: no service after landing, a carrier name but nothing loading, and data slower than your country page says.
• Billing and refunds: what comes back automatically, what you refund from the order, and invoices for expenses.

Three checks that fix most of it before there is a ticket

Do these three in order before you write to anybody. They clear most of what reaches our inbox, and none can cost you money.

• Turn on data roaming for the Orbislo line and set it as the data line. On iPhone: Settings, Cellular, tap Orbislo. Sixty percent of no service reports are this.
• Airplane mode on, ten seconds, off. That forces a fresh network scan and clears most of what survives the first check.
• Turn off automatic network selection and pick a partner network named on your country page. Use this when the carrier name shows but nothing loads.

Ori, which answers with the radio off

Ori answers with the network completely off. The help centre compiles into an index of about 4 MB that ships inside the app and refreshes whenever you are online.

Retrieval comes first and the model second, the opposite of how these are usually built. Most assistants put a model in front, so no network means no answer.

Offline it gives install steps, the data roaming path, APN settings, a profile reset and your balance at last sync. Buying and refunds queue until any connection appears, including your free 100 MB a month.

Three things Ori may not generate: a price, a coverage figure, a refund outcome. Without the fact it says so in one sentence and hands you to a person.

When a human answers, and what they already know

The target is a first human reply in under 60 seconds, 24 hours a day, in every timezone. Being stuck happens at 4am somewhere. It is a target, and we publish it as one.

Speed comes from what arrives attached. The person opening your message already has your handset, your operating system version, the profile state, the last network you attached to and your last three error codes.

Start here, by symptom

Every row is one of the 16 articles above. If none of them match, ask Ori, and a person answers in under 60 seconds.

What to have ready before you write in

Writing from the app? You need none of this, it travels with the message. This list is for anyone writing from the web, where we see your account and not your phone.

• Your order number, which is on the order and on the invoice.
• The exact model and the iOS or Android version, not just the brand.
• The country you are in, and the carrier name in your status bar.
• Which of the three checks above you tried, and what happened.
• A screenshot of the error, with any code the phone printed.

What support cannot do

Questions people actually ask