1. Online support channels
- Support email β the official channel, open 24/7, published in the website footer. Response within 24 working hours.
- Hotline β direct telephone support during business hours, number published in the website footer.
- TripWise.vn's official Facebook and TikTok pages β questions and feedback by message.
- Business email β for bulk purchase and partnership enquiries.
2. Self-service tools on the website
So that common needs can be handled immediately without waiting, the website provides:
- Help Centre β guides organised by topic: getting started with eSIM, installation and activation, managing data, payment, and troubleshooting.
- FAQ β answers to the most common questions.
- eSIM compatibility checker β a free check of whether your device supports eSIM, before you buy.
- Step-by-step installation guides per device family (iPhone, Samsung, Google Pixel), with illustrations.
- Order lookup β account holders can review all orders, QR codes and eSIM status at any time.
3. Languages
We support customers in Vietnamese and English. The entire website, the installation guides and all policies are published in both languages.
4. Response commitments
- Ordinary technical support requests: response within 24 working hours.
- Installation failures or no connectivity: prioritised, with a response as early as possible the same working day.
- Complaints: receipt acknowledged within 24 working hours, outcome notified within five working days at most.