Maya Mobile

Hi David, We're sorry to hear that your experience in Peru did not meet your expectations. We also apologize if our troubleshooting guidance did not resolve the issue or if you felt your follow-up concerns were not adequately addressed. That is not the level of support we aim to provide. We'd appreciate the opportunity to review your case, including your connectivity experience and refund request. Please contact us with your order details so we can investigate further and work toward a resolution. Thank you for sharing your feedback.

Hi Andy, We’re sorry to hear about the frustration you experienced and the impact this had on your trip. To clarify, we advise customers to install the eSIM ahead of travel so it’s ready to use, but to only activate and start using data once they arrive at their destination. This ensures the full validity period is used during your trip. That said, we’d like to better understand what happened in your case so we can review it properly and support you further. Could you please share the email address used for your purchase? Once we have this detail, we’ll take a closer look and see what can be done to assist you.

Hi Daniel, Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand how frustrating it can be when you're trying to get connected quickly while traveling and encounter confusion during activation. Based on your review, it sounds like there may have been an issue with the plan activation process, and we'd like the opportunity to investigate this further to better understand what occurred. Regarding support, while we do use automated tools to help answer common questions and route inquiries efficiently, our support team is available 24/7 to assist customers with more complex issues when needed. We recognize that this experience did not meet your expectations, and we're sorry for the frustration this caused. We'd appreciate the opportunity to review your account and provide clarification regarding the activation and billing concerns you described. Please reach out to us through our support channels with your account details, and our team will be happy to investigate further. Thank you again for your feedback. We take comments like yours seriously and use them to help improve our eSIM offerings and customer experience.

Hi Gal, Thank you for your feedback and for being a returning customer. We understand your concern regarding the available plan durations. At the time, our 3-day and 14-day plans were intentionally designed to provide flexibility while allowing travelers to easily renew service as needed, helping ensure seamless connectivity if travel plans changed or were extended. With Travel Mode ON, the eSIM continues to provide data until it's toggled OFF. That said, we recognize that these options didn't always align perfectly with every trip length. Based on feedback from customers like you, we've expanded our offerings and now provide 7-day and 30-day plans in 165+ destinations, making it easier to choose a plan that better matches your travel schedule without needing to renew. Your existing 3-day or 14-day plan remains fully usable as purchased, and we appreciate you taking the time to share your experience. Feedback like yours plays an important role in helping us improve our products for future travelers.

Hi Kevin, Thank you for bringing this matter to our attention. We understand how concerning it can be to see activity on your account that you do not recognize. After reviewing your report, we took immediate steps to help secure your account, including resetting your password and enabling additional security measures. We are currently investigating the reported purchases and account activity to determine what occurred. The security of our customers' accounts is extremely important to us, and we take reports of unauthorized access seriously. While we cannot discuss account-specific details publicly, our team is working directly with you through our support channels to review the situation and provide further assistance. We appreciate your patience while we complete our investigation and will continue to support you throughout the process.