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Before raising a support request, please make sure you’ve completed the initial troubleshooting steps outlined in the Customer Support Checklist. If the issue persists after troubleshooting, contact Bondio Customer Support via the “Raise an Issue” button on the platform.

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1. Raise Issue (eSIM troubleshooting)

Please include all of the following in your submission:
  • Subject
  • Description → Clear description of the issue. Examples:
    • Connected to the correct network but no internet
    • Cannot connect to any supported network manually
    • Service stopped working after data usage
  • ICCID (can include multiple if it is the same root cause)
  • What is the signal strength? → No signal, 1, 2, 3, or 4 bars
  • Did the subscriber try to manually select the networks? → Yes / No
  • Where is the subscriber located? → Urban / remote area
  • Attachments → Mandatory screenshots (see below)

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Mandatory screenshots

All screenshots must be:
  • Full screen
  • Network name and signal bars clearly visible
Please include the following screenshots:
  1. eSIM Settings page
  2. eSIM page showing the network selected
  3. Network Selection page (automatic selection turned off)
  4. Mobile Services / Mobile Data page
Optional (but very helpful):
  • Data Roaming enabled
  • Speed test results (necessary when the end user is claiming low speed)
  • GPS location on Google Maps (to check if the user is in a remote or urban area)

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2. Submit the ticket request

Once the information has been filled in, please ensure you click “Submit” for processing. You will receive a confirmation once the ticket has been submitted.

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3. Ticket processing

An agent will review your ticket and begin the investigation shortly. Please monitor your email for any follow-up communication from our team.

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Service Level Agreements (SLAs) & responsiveness expectations

Business hours: Monday – Friday, 7:00 GMT – 18:00 GMT

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Additional notes

  • Business hours apply: All response and resolution targets apply only during Bondio’s standard operating hours (Monday to Friday, 7:00 GMT – 18:00 GMT), except for P0 Urgent tickets, which we aim to resolve from 7:00 GMT – 18:00 GMT, any day of the week.
  • SLAs do not apply to roaming partners: Bondio can only guarantee SLAs on platform uptime and API availability — we cannot guarantee uninterrupted service on any specific roaming partner. This is because Bondio’s roaming sponsors provide best-effort resolution only — they do not guarantee network uptime for roaming. Bondio will, however, work to find alternative solutions and networks if the problem persists in order to provide the best user experience.
  • Collaborative resolution: Some issues may require input from Bondio’s network and platform partners. Resolution targets assume timely cooperation from these third parties.
  • Best-effort commitment: While Bondio strives to meet or exceed these targets, actual resolution times may vary depending on issue complexity and stakeholder dependencies.
  • Continuous improvement: Bondio reviews SLA performance periodically to ensure support efficiency and transparency.