Question 1

Support timelines for travelers

Accepted Answer

Prune prioritizes travelers who are already abroad, so international users typically receive faster handling.Typical response timesNetwork issues: 30–90 minutesActivation issues: 15–60 minutesDelivery issues: 1–4 hoursRefund queries: 24–72 hoursResponse times may vary based on ticket volume and operator coordination, but international travelers are generally prioritized for quicker resolution.

Question 2

Tracking refund, replacement, or ticket status

Accepted Answer

You can check your ticket status anytime inside the Prune app using either of these paths:My Orders → Ticket StatusorProfile → My TicketsTicket status meaningsOpen: Ticket has been createdIn Progress: Support team is working on itAwaiting Customer: Support needs additional details from youResolved: Issue has been closed

Question 3

How to raise a ticket from your order

Accepted Answer

To raise a support ticket for your international physical SIM, follow these steps:Open the Prune AppTap My OrdersSelect your SIM orderTap Raise TicketDescribe the issue clearlyAttach screenshots (recommended)Tap SubmitRaising a ticket from the order automatically sends your order details to support, which helps resolve the issue faster.

Question 4

Cancellation rules for shipped vs unshipped SIMs

Accepted Answer

Yes — cancellation depends on the shipping status of your order.If the SIM is not shippedYou can cancel anytime instantly.If the SIM is already shippedCancellation may not be possible because the SIM has already left the warehouse and is in transit.

Question 5

Refund policy for physical SIMs

Accepted Answer

Refund eligibility depends on whether the SIM has been used or activated. In general, refunds are possible only when the SIM is unused or the service could not be delivered/activated.Refunds are allowed ifThe SIM is unusedThe SIM was not activatedThe SIM was not deliveredActivation failed due to an operator/network issueRefunds are not allowed ifThe SIM has been activatedData has been usedThe plan is marked non-refundableRefund timelineOnce approved, refunds are typically processed in 3–7 working days.

Question 6

Chatbot privacy & data protection

Accepted Answer

Yes. Prune chatbot conversations are secure.All chats are encryptedNo OTPs are storedNo banking details are storedOnly issue-related information is used for supportThe system adheres to telecom data protection normsYou can use the chatbot confidently for activation help, troubleshooting, and order support.

Question 7

Is chatbot support available internationally?

Accepted Answer

Yes. The Prune chatbot works worldwide as long as you have an internet connection, such as:Wi-FiLocal mobile dataPrune SIM dataIt’s especially useful for travelers in different time zones since it’s available anytime.

Question 8

What is the chatbot ticket creation workflow?

Accepted Answer

If your issue is complex or needs manual support, the chatbot will guide you to the correct order and help you raise a ticket.What to doFollow the chatbot prompts to open your relevant orderTap Raise TicketSubmit the required details and screenshotsWhy this helpsWhen you raise a ticket through the chatbot, support automatically receives your exact order details and device information, which speeds up troubleshooting and resolution.

Question 9

How the Prune chatbot helps with physical SIM issues

Accepted Answer

The Prune chatbot can instantly help with most common travel SIM and eSIM issues, including:Delivery updates and trackingActivation steps and setup guidanceNetwork issues (No Service / No Data)APN setup and configurationSlow speed troubleshootingSIM not detected / SIM errorsRefund eligibility and policy checksIn most cases, the chatbot can resolve 60–70% of issues without requiring human support, making it the fastest way to get help while traveling.

Question 10

SIM inserted but no signal — troubleshooting

Accepted Answer

If your SIM shows no signal bars, it usually means your phone isn’t registering on a local network. Try the steps below in order.Try these fixesSelect the network manually (instead of Automatic)Reinsert the SIM properly (prefer Slot 1 if available)Remove and clean the SIM + SIM tray (dust can cause poor contact)Restart your deviceReset network settingsAdd or verify the correct APN (if required)If you still see no barsThe SIM may be defective or damaged. Raise a support ticket from your order for evaluation and attach screenshots of your network screen and SIM settings.

Support, Issues & Refunds

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Support, Issues & Refunds