Question 1

How to raise a support ticket

Accepted Answer

To raise a support ticket for your eSIM, follow these steps:Prune App → My Orders → Select your eSIM → Raise TicketFor faster resolution, attach relevant screenshots (error message, eSIM status, mobile data settings).

Question 2

Is my data safe when using Prune support?

Accepted Answer

Yes. The Prune chatbot is safe to use.No OTPs or sensitive personal data are storedConversations are encrypted for securityThe system complies with telecom security standardsYou can use it confidently for activation help, troubleshooting, and order support.

Question 3

How to use the Prune Chatbot

Accepted Answer

The Prune chatbot can assist with the most common eSIM queries, including:eSIM activation and installation supportNetwork issues (no service, no data, slow data)Order tracking and plan detailsStep-by-step guided troubleshootingThe chatbot is available inside the Prune app and on the Prune website, so you can access help anytime.

Question 4

Getting fast support while abroad

Accepted Answer

You can reach Prune support anytime, even while abroad.Best ways to contact supportUse the Prune Chatbot (24/7) for quick helpRaise a ticket directly from your eSIM order:Prune App → My Orders → Select eSIM → Raise TicketHelpful notesYou can contact support using any Wi-Fi connectionInternational/travel-related tickets are usually prioritized for faster resolution

Question 5

How to track ticket status

Accepted Answer

You can track your ticket status directly inside the Prune app:Prune App → My Orders / Profile → My TicketsTicket status meaningsOpen: Ticket has been createdIn Review: Support team is checking the issueAwaiting Info: Support needs more details from youResolved: Issue has been closed

How can we help?

Troubleshooting, Support & Refunds

Other categories

eSIM Basics & Compatibility

Purchase, Installation & Activation

Plans, Coverage & Data Usage

Using eSIM While Travelling

Managing Your eSIM

Troubleshooting, Support & Refunds