Slashtel Support: Contact, Refunds and Pre-Flight Checks
Last checked: September 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. Save the number before you travel: +44 7471 014672.
Contact form. Fill in the form at slashtel.com/contact and we'll come back to you by email. Useful if you'd rather write it all out in one go.
Email. For anything less urgent, 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. For a recharge, the mobile number you topped up is enough.
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, swapped or credited. Within 14 days, if you haven't installed or used the eSIM, we swap it for another plan or add Slashtel credit for the full amount to your email. Your credit shows in your account and comes off automatically at checkout. If your phone isn't compatible, or the eSIM fails because of a problem on our side, we refund your card instead.
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.
Delivered recharge, irreversible. Once credit reaches a prepaid number, anywhere in the world, it's done and can't be reversed. Double-check the number before you confirm payment.
If a recharge doesn't reach the number, tell us. Operators occasionally reject a top-up after payment has been taken. When that happens we'll either send the credit again or refund you in full, whichever you'd rather have. Use the contact form or WhatsApp us with the number you were topping up.
For the full policy, see our refund policy.
Company Details
Slashtel is operated by:
Kael Tripton Ltd
Company number: 17177071
Registered in the UK
Support: esim@slashtel.com
Contact form: slashtel.com/contact
WhatsApp: available on this page
Site: slashtel.com
No contracts. No hidden fees. Our recharge service fee is shown before you pay.
Still Need Help?
Message us with your order number, or the mobile number you were topping up, and a description of the issue. We'll sort it out.
WhatsApp support now · Contact form
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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 use the contact form at slashtel.com/contact or email esim@slashtel.com. All three are monitored Monday to Friday, 9am to 6pm UK time.
Can I get a refund for my Slashtel eSIM?
Within 14 days, if you have not installed or used the eSIM: we swap it for another eSIM or give you Slashtel credit for the full amount, applied automatically at checkout with the same email. If your phone is not compatible or the eSIM fails because of a problem on our side, we refund your card. Installed or used eSIMs are final, and mobile recharges 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. Form and 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 mobile recharge fails?
If the operator rejects the recharge, the credit never reaches the number. Get in touch and we'll either send it again or refund you in full, whichever you prefer. Use the contact form or WhatsApp and include the number you were topping up.