Customer Service is shockingly bad and data goes mysteriously missing.
I bought 8 eSIM packs for our family: 4 for Japan and 4 for the U.S. The Japan sims worked fine, but we had trouble with 2 of the U.S. sims. The first didn’t even activate, and after a week of back and forth with the terrible customer service team, who only offered the same suggestions over and over again that you find on their website anyway, they had the gaul to suggest we’d used 2gb of an unactivated eSIM, so they could only offer us a refund for a reduced amount. Our protests as to the absolute illogical nature of this suggestion were ignored. The second eSIM mysteriously drained of data quicker than all the others despite the same usage patterns as the rest of us. And we had no way to verify usage as he was never even able to access their substandard app throughout the entire usage - the app would shut down before he could even log in. Again, customer service was useless in helping us with the app issue, ignored our clear explanation as to the issue and just told us to ‘log in’ 🙄, but at least offered an additional 2gb as compensation for our lost data (didn’t even bother taking them up on that offer). Needless to say we’ve bought our next set of esims with a competitor.