Complaints & Support
1. Our commitment to you
At Geonet Mobile, we want your travel and connectivity experience to be as smooth as possible. Our support team is here to help you before, during and after your trip, and we take every issue and complaint seriously.
Sometimes things can still go wrong – for example network issues in a destination, delays with local carriers, or technical glitches in our app. When this happens, our goal is simple: understand the problem quickly, keep you updated, and work to fix it as soon as we can.
2. What counts as a complaint?
A complaint is any expression of dissatisfaction about our Services, our app, your eSIM, your phone number, billing, or the way we’ve handled a previous issue – where you’d like us to respond or put something right.
This can include (but is not limited to):
- problems activating or using an eSIM;
- connectivity or coverage issues with a plan you’ve bought;
- billing questions or disputes;
- concerns about how we’ve handled your support request; or
- any other service experience that did not meet your expectations.
3. How to contact us with a complaint
If you have a complaint, please contact us as soon as you can so we can start looking into it. You can reach our support team via:
- Email: [email protected]
- WhatsApp chat: +44 20 8073 0890
- In-app support (where available)
To help us resolve your issue faster, please include:
- the email address linked to your Geonet Mobile account;
- your order ID or eSIM plan details (if available);
- the country you are in and the date/time the issue occurred; and
- a short description of what went wrong and any error messages or screenshots.
4. How we handle complaints
When you contact us with a complaint, we aim to:
- Acknowledge your complaint as quickly as possible.
- Investigate the issue by checking your account, plan, and any relevant network or technical logs.
- Keep you informed if the issue is complex or depends on a third-party carrier or partner.
- Propose a solution – for example advice, a fix, a replacement plan, or another appropriate outcome based on the situation and our terms.
Some issues can be resolved almost immediately (for example, a configuration change on your device). Others may take longer, especially when:
- the problem sits with a local network operator or roaming partner;
- we need to replicate or investigate a technical fault; or
- additional checks are required for security or fraud prevention.
In those cases, we will do our best to keep you updated and to explain what is happening in plain language.
5. When things take longer than expected
We understand that connectivity issues while travelling are stressful, and we know you rely on Geonet Mobile to stay online. If a problem takes longer than expected to fix, we will:
- be honest about what we know and what we’re still investigating;
- explain any temporary workarounds (for example, manual network selection or device settings); and
- review your case fairly in line with our Terms & Conditions and refund policy once we understand the impact.
6. Escalating a complaint
If you feel your complaint has not been handled properly or you are not happy with the outcome, you can ask for your case to be reviewed by a senior member of our team.
To request an escalation, please:
- reply to the existing support thread; or
- contact [email protected] with the subject line “Complaint escalation” and include your ticket number.
7. Relationship with our Terms & Privacy
This Complaints section should be read together with our Terms & Conditions and Privacy & Cookies Policy. Those documents explain:
- how our Services work and what we’re responsible for; and
- how we collect, use and protect your personal data when you contact support.
8. Help us improve
Feedback – including complaints – helps us improve Geonet Mobile. Even when something has gone wrong, we value the chance to fix it and to make the experience better for you and for future travellers.
If you have suggestions on how we can improve our support, app, or plans, please let us know at [email protected].
