Connected—or your money back.
If NXTL won’t connect in a supported destination, we’ll test the eSIM, investigate your device and setup, and try a replacement eSIM if needed. If the connection issue still cannot be resolved, we’ll refund the full amount you paid for that eSIM purchase.
We work to restore your connection first. The guarantee does not promise uninterrupted service or coverage in every location.
A clear next step if you can’t connect.
Our first job is to get your data working. We investigate, try a replacement if needed, and refund your eSIM purchase if we still can’t resolve the connection failure.
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01
Tell us what’s happening.
Share your device model, country and the error or connection problem you’re seeing. Your order number or eSIM nickname helps us identify the right service.
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02
We test the eSIM and check your device.
We investigate the profile, device compatibility, installation and connection settings. Where an alternative supported network is available, we may help you try it.
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03
We try a replacement eSIM.
If those checks do not resolve the problem, we arrange an eSIM exchange and help you test the replacement. Follow support’s instructions before removing or changing an installed profile.
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04
Still no connection? A full purchase refund.
If the connection failure remains unresolved after troubleshooting and the replacement eSIM, we refund the full amount paid for the affected eSIM purchase—not just the unused balance included with it.
Know what the promise means.
The guarantee concerns getting NXTL mobile data working in a supported destination. A listed country does not mean a signal is available in every building, remote area or point along your route.
Check these before your trip.
Review supported countries and networks before you travel.
Make sure your exact device supports eSIM and is unlocked for other networks.
Keep NXTL enabled, select it for mobile data, allow data roaming and check your balance.
Connection support, not an everywhere-at-all-times promise.
Mobile service depends on the available network, location and device. The guarantee is not a promise of a particular speed, continuous service or a signal everywhere.
The full eSIM purchase price. Not just what’s left.
When the connection failure cannot be resolved after troubleshooting and an eSIM exchange, the guarantee refunds the full price you paid for the affected eSIM purchase.
A different payment or purchase question?
Tell support about it when you contact us. Duplicate charges, separate balance top-ups and other order questions can need a different review. Your statutory rights are unaffected.
Let’s work on getting you connected.
Use Wi-Fi or another available connection to contact NXTL support. Share the details below so we can understand the issue.
Share these details when you reach out:
- Order number and the email used for your NXTL account.
- Device brand, full model name and software version.
- Country and town or area where you tried to connect.
- Your eSIM nickname or identifying details requested by support.
- The error message, when it happened and the checks you have already tried.
- Relevant screenshots, with unrelated personal information hidden.
Select and copy the template below:
Hello NXTL support,
I need help connecting my NXTL eSIM.
Order number:
NXTL account email:
Device model and software version:
Country and town/area:
eSIM nickname:
When the problem started:
Error message or what I see:
Checks already tried:
Please help me check the connection and advise on the next step.Straight answers before you need them.
Should I delete the eSIM and install it again?
No—not as a first fix. Keep the profile installed and contact support if the setup checks do not resolve the issue. Deleting a profile can make it harder to restore service.
Does the guarantee mean 5G or a signal everywhere?
No. Network availability and speed vary with your device, location and local conditions. Check the destination’s listed networks before travel; the guarantee does not promise continuous service or coverage at every location.
Can I contact you if I’m unsure whether the guarantee applies?
Yes. Explain what happened and include your order and device details. Support can help check the issue and explain the applicable next step. You do not need to decide the outcome yourself before asking for help.
Choose your connection with confidence.
Check your device and destination, get your NXTL eSIM ready, and know where to turn if you need help.