Slashtel Support: Contact, Refunds and Pre-Flight Checks
Last checked: August 2026
Something not working? Here's how to get help fast, what our refund rules actually mean, and what to check before you contact us.
Contact Slashtel Support
WhatsApp first. It's the fastest way to reach us. We usually reply within minutes during UK business hours. Use the button below or save our number before you travel.
Email second. For less urgent queries, email esim@slashtel.com. We respond within 24 hours on working days.
Hours: Monday to Friday, 9am to 6pm UK time. Messages outside these hours are answered the next working day.
When you contact us, have your order number ready. You'll find it in the confirmation email we sent when you purchased.
Pre-Flight Checklist
Before you message us, run through these. They solve most issues.
1. Is your phone unlocked? A carrier-locked phone won't accept an eSIM from another network. Check with your current carrier if you're unsure.
2. Is your phone eSIM-compatible? Most phones from 2018 onwards support eSIM. Check our compatibility guide if you're not sure.
3. Did you install on Wi-Fi? Install the eSIM before you travel, while you have a stable internet connection. The QR code needs data to download.
4. Did you enable data roaming? Your eSIM needs roaming enabled to connect at the destination. Go to Settings > Mobile Data > turn on Data Roaming.
5. Did you select the right line? If you have a physical SIM and an eSIM, make sure your phone is using the eSIM for data, not the physical SIM.
6. Did you wait for first connection? Data starts on first connection at the destination. It won't activate in the UK.
Still stuck? WhatsApp us. We'll walk you through it.
Refund Rules in Plain English
We keep this simple. No hidden terms.
Unused eSIM — refunded fast. If you haven't installed the eSIM, request a refund and we process it quickly. You don't need to explain why.
Installed eSIM — final. Once the eSIM is on your device, the purchase is final. This is standard across the industry — the eSIM is tied to your device and can't be resold.
Recharge — irreversible. Once a recharge is delivered to an Indian prepaid number, it's done. You can't undo it. Double-check the number before you confirm payment.
If a recharge fails, we refund you in full. You'll see a failure message before we charge you.
For the full policy, see our help page.
Company Details
Slashtel is operated by:
Kael Tripton Ltd
Company number: 17177071
Registered in the UK
Support: esim@slashtel.com
WhatsApp: available on this page
Site: slashtel.com
No contracts. No hidden fees. The recharge fee of £0.49 is shown before you pay.
Still Need Help?
WhatsApp us with your order number and a description of the issue. We'll sort it out.
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Questions, answered
How do I contact Slashtel support?
WhatsApp is the fastest way to reach us — we usually reply within minutes during UK business hours. You can also email esim@slashtel.com for less urgent queries. Both channels are monitored Monday to Friday, 9am to 6pm UK time.
Can I get a refund for my Slashtel eSIM?
Yes, if you haven't installed the eSIM. We refund unused eSIMs quickly on request. Once the eSIM is installed on your device, the purchase is final. Recharges for Indian prepaid numbers are irreversible once delivered.
My eSIM isn't working. What should I do?
Run the pre-flight checklist first: confirm your phone is unlocked, check eSIM compatibility, install the eSIM on Wi-Fi before travel, and verify the data plan starts on first connection at the destination. If it still doesn't work, contact us on WhatsApp with your order number.
What are Slashtel's support hours?
We're available Monday to Friday, 9am to 6pm UK time. WhatsApp messages outside these hours are answered the next working day. Email queries are typically handled within 24 hours on working days.
Does Slashtel have a UK company registration?
Yes. Slashtel is operated by Kael Tripton Ltd, registered in the UK with company number 17177071. You can find our full company details on this page.
What happens if my India recharge fails?
If a recharge fails before delivery, we refund you in full. Once the recharge is delivered to the Indian prepaid number, it's irreversible. Contact us on WhatsApp if you see a failure message but were charged.