Saily has apologised and refunded the Asia and Oceania eSIM I bought for my mum, which connected in Manila and Australia but not in New Zealand. Saily Customer Support replied on 15 November, less than two hours after I got in touch, saying the plan was eligible for a full refund and that it had arranged the refund on its side. Thank you to the team for sorting it so quickly.
Saily says the US$21.84 should be back with me within five to seven business days. I’ll add a line here when it lands.
I have a referral relationship with Saily: referral credits I’d built up covered part of this order and I paid the rest, and Saily sent me a US$10 prepaid card in September 2026. This is one case, so it’s not a verdict on how Saily handles every complaint.
What Saily said
Saily’s support agent apologised “for the negative experience of your mother when she was in New Zealand, and getting no connection from her Saily eSIM”, said Saily had “checked the plan and determined that it is eligible for a full refund”, and said “no further action is needed on your end”. The image is the reply’s text, set out for this page with the names removed.
The reply also helpfully named Saily’s network partner in New Zealand: Spark, one of the three networks Saily’s New Zealand guide lists. On an iPhone the eSIM should be labelled “Travel Webbing” or “Travel”, and show “Webbing” at the top when you open it.
What happened in New Zealand
I bought the plan on 12 November 2026 for US$21.84, paid through Apple Pay, for my mum’s trip from Manila to New Zealand. Saily’s order email lists it as Asia and Oceania 25 GB, 60 days. I’ve blurred the order number and my email address in the screenshot.
The eSIM connected in Manila and in Australia. At Auckland Airport it didn’t connect. My mum, who’s 70 and isn’t a technical user, restarted the phone and tried manual network selection and APN settings, but she couldn’t get online, and she couldn’t reach Saily’s in-app chat without a connection.
A photo of her iPhone’s settings shows the line switched on and Data Roaming on, with no signal bars. The plan label reads Saily, which Saily’s install page says can be “Travel, Saily, or whatever you named it”.
A generous refund
Saily’s terms allow a refund on an activated plan when more than 99% of the data is left. This plan has 24.7 of 25 GB left, which is 98.8%, because it was used in Manila and Australia. Saily refunded it anyway. Its refund article says a refund can be considered if you couldn’t use much of the data because of “Saily-related quality issues”, and its terms leave the decision to Saily’s discretion.
Saily’s reply says “the funds should be back with you”, which reads as money back to me, and I’ll confirm when it arrives.
How Saily rates
| Source | Rating | Reviews | Breakdown |
|---|---|---|---|
| Trustpilot | 4.5 TrustScore | 33,477 | 83% five-star, 11% four-star, 2% three-star, under 1% two-star, 3% one-star |
| Google Play | 4.6 | 99.4K | Saily app listing |
| Saily’s own pages | 4.7 | 97,400+ | Shown on its country pages |
Ninety-four per cent of Trustpilot’s Saily reviews are four or five stars, and Trustpilot’s own summary says reviewers mostly praise the setup and the support team. Saily belongs to Nord Security, the company behind NordVPN, according to Saily’s site.
One refund doesn’t tell us why the eSIM didn’t connect in New Zealand, but it’s good to see a complaint get an apology and a full refund the same morning, even on a plan that sat just under Saily’s own refund threshold.
Disclosure: I earn Saily referral credits, and I bought the plan in this article.
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