Help center
STUCK? LET'S FIX IT.
The eight questions that cover almost every Kili issue. For anything else, support is one message away.
When do I get my eSIM?+
Seconds after payment clears. Your eSIM appears on the confirmation page and stays available anytime under My eSIMs. In the live product we also email you a secure link — we never email the raw QR.
Will it work on my phone?+
Most phones from 2019 onward support eSIM. Check the list on How Kili works before you buy — an incompatible device is the most common refund reason, and it is fully refundable.
How do I install it?+
Three ways, in order of ease: tap the install link on the same phone, scan the QR from another screen, or enter the SM-DP+ address and activation code manually. iOS: Settings → Cellular → Add eSIM. Android: Settings → Network & Internet → SIMs → Add eSIM.
When does the plan clock start?+
On first connection to a supported network at your destination — not at purchase. Install before you fly; the validity countdown starts when you land and connect.
What does “unlimited” actually mean?+
Unlimited plans have a fair-use threshold: after heavy daily usage, speeds reduce for the rest of the day and reset at midnight. The exact threshold is printed on each plan page — we would rather tell you than surprise you.
What is your refund policy?+
Full refund if your device turns out to be incompatible, or if we could not provision your eSIM. Unused gift codes are refundable within 30 days. Used plans (data consumed) are not refundable.
Which payment methods do you accept?+
Cards (Visa, Mastercard, Amex) and Ethiopian methods — Telebirr, CBE Birr, and bank transfer — via Chapa. Prices display in USD or ETB; charges settle in Birr.
My eSIM stopped working mid-trip.+
First: toggle airplane mode, then confirm data roaming is on for the eSIM line and the line is selected for mobile data. Still stuck? Reissue the eSIM from your confirmation page or contact support with your order reference.
Still stuck?
Talk to a human.
Include your order reference (starts with KILI-) for the fastest fix.
support@kili.example