How can we help?

eSIM device compatibility

Check your device model and eSIM setup requirements in the DualLine device guide.

1. Contact support

Email [email protected] for account, technical, billing, privacy and safety assistance.

Do not send passwords, full payment-card numbers, one-time verification codes or government identity documents.

2. What to include

For a faster and safer investigation, include:

• the email address registered to your DualLine account;
• a short description of what happened and what you expected;
• your device platform and DualLine app version;
• the approximate date and time of the issue, including your time zone;
• the last four digits of the affected DualLine number, when relevant; and
• a redacted screenshot if it helps show the error.

For privacy, do not email complete message content, another person’s personal data or an unredacted phone number unless it is necessary to resolve the case.

3. Numbers, messages and verification

Explain whether the issue concerns activation, an incoming or outgoing SMS, a one-time verification code, number availability, or a third-party verification service. Include the country and the number shown in the app.

DualLine cannot guarantee acceptance by a third-party service unless the application made an explicit current guarantee for that number. Voice availability also depends on the selected line, country and provider. DualLine is not an emergency calling service; use a conventional phone service for emergency calls.

4. Subscriptions, cancellation and refunds

Line subscriptions and one-time-code credits are billed by Apple App Store or Google Play. Cancel a subscription through the store account that made the purchase; deleting the app does not cancel billing. A travel eSIM order is paid separately through the app or website payment screen; it is not a store subscription. Use the same account on the web and in the app to find your purchases. Refund routes and store links are available in the Refund and Cancellation Policy.

When contacting support about a purchase, include the billing platform, purchase date and order identifier. Do not include payment-card details.

5. Account, deletion and privacy

You can delete an account from the DualLine application. If you cannot access the app, use the web deletion process. Privacy questions and data-rights requests can also be sent to [email protected].

Read the Privacy Policy for the information handled by the app, why it is used, retention and available choices.

6. Security, abuse and unauthorized access

If you believe an account or number has been compromised, put “Security” in the email subject and describe the last activity you recognize. For spam, harassment, fraud or other abuse, include the time and a minimal redacted record that allows the event to be located.

Contact local emergency services or law enforcement through an appropriate channel if someone is in immediate danger. Email support is not monitored as an emergency service.

7. Response process

Requests are reviewed in the order and priority appropriate to the issue. Security, unauthorized-access and account-deletion requests are prioritized over general product questions. DualLine does not currently publish a guaranteed support-response time.

We may ask for the minimum account or purchase details needed to locate a request before disclosing, changing or deleting account data. Sending complete, relevant details helps us investigate without requesting unnecessary information.