Who can request a refund
You may be eligible for a refund if:
- Your eSIM failed to install or activate due to technical issues or a faulty eSIM (must be reported within 30 days of purchase).
- You were incorrectly charged or there’s a billing dispute (must be reported within 12 days of purchase).
- Other special circumstances may also be considered at TNG Digital’s discretion. Refund amounts will not exceed what you paid.
What isn’t refundable
- Expired eSIMs (not activated within 30 days of purchase).
- Any unused data once the validity period ends.
- Charges from other phones, providers, or hotel phones that aren’t linked to your eSIM.
- Refunds requested due to user error, fraud, abuse, or T&C violations are not eligible.
How long will it take?
Approved refunds will be credited to your TNG eWallet within 30 working days.
How to request a refund
Call our Careline at +603-5022 3888,
or
Submit a request through our online webform: https://tngd.my/careline-webform
Include relevant documents (e.g. screenshots, receipts) to help us process your request faster.
Quick reference
| Situation | Refund eligibility |
| eSIM not installed/activated (within 30 days) | Eligible |
| Incorrect charge or billing issue (within 12 days) | Eligible |
| Other special cases | Considered on a case-by-case basis |
| eSIM expired or unused data | Not eligible |
| Charges unrelated to Travel eSIM | Not eligible |
| Activation by mistake, fraud, or policy violations | Not eligible |
Need help? Reach out to our Careline or submit a webform request — we're here to help.