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.
• 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.
• 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 gets you back online

Ori answers from the help centre and cites the articles it used. With no signal, the app shows the steps that get most lines back online, saved on your phone, and keeps your question to send once you reconnect.

Retrieval comes first and the model second: Ori finds the help centre articles that match before it writes a word, so every answer points to its source.

With no signal it shows the data roaming switch, the line to choose for mobile data and the airplane mode reset, and the home screen shows your balance as of the last sync. Buying, refunds and written answers need a connection, and your free 100 MB a month is there for exactly that.

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

Support replies by email, usually within a few hours.

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 or email support.

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