Review Insights · App Store
Ubigi: Travel eSIM mobile data
Transatel · 9,122 ratings · ★ 4.6
4.6
★★★★★
9,122 ratings
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Top complaints - extracted from 70 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"service"
22 negative reviews mention this · 31% of all complaints
★★★★★ "Service interruption frequently. Been using this for several months now in the beginning, it was great but for whatever reason I’m running into constant interruptions where I have no service and they send an apology email but I just want my service to work." - InMarlton NJ
2
"esim"
17 negative reviews mention this · 24% of all complaints
★★★★★ "Slow. My phone is slow. Don’t know why. My wife’s phone works ok but not mine. Same phone, same eSIM. Don’t know why." - tk1279
3
"support"
17 negative reviews mention this · 24% of all complaints
★★★★★ "If it works it works, but if it fails you are stranded with the worst customer service imaginable. Service outage occurred in Japan, leaving me stranded in the rail system. Managed to get public wifi, and contacted their support which is AN AI CHATBOT. (A stupid one at that.) The bot did not tell me about the outage, and simply has you r…" - Riverrock ragtag
4
"data"
15 negative reviews mention this · 21% of all complaints
★★★★★ "Terrible app, no customer service. Customer service is an AI. When asking for a human, it claimed it was, when obviously it didn’t understand anything I was saying. To cancel due to data issues, they make you jump through hoops. App is buggy. Terrible." - JHT514
5
"work"
13 negative reviews mention this · 19% of all complaints
★★★★★ "Service interruption frequently. Been using this for several months now in the beginning, it was great but for whatever reason I’m running into constant interruptions where I have no service and they send an apology email but I just want my service to work." - InMarlton NJ
6
"customer"
13 negative reviews mention this · 19% of all complaints
★★★★★ "If it works it works, but if it fails you are stranded with the worst customer service imaginable. Service outage occurred in Japan, leaving me stranded in the rail system. Managed to get public wifi, and contacted their support which is AN AI CHATBOT. (A stupid one at that.) The bot did not tell me about the outage, and simply has you r…" - Riverrock ragtag
7
"phone"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Slow. My phone is slow. Don’t know why. My wife’s phone works ok but not mine. Same phone, same eSIM. Don’t know why." - tk1279
8
"japan"
11 negative reviews mention this · 16% of all complaints
★★★★★ "If it works it works, but if it fails you are stranded with the worst customer service imaginable. Service outage occurred in Japan, leaving me stranded in the rail system. Managed to get public wifi, and contacted their support which is AN AI CHATBOT. (A stupid one at that.) The bot did not tell me about the outage, and simply has you r…" - Riverrock ragtag
9
"plan"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Unlimited Is false advertising. The unlimited plan is not truly unlimited it throttles your plan back your speed back to being unusable after a certain point and they don’t tell you this before you purchase they only tell it to you right after you purchase if you use your…" - Adam Ventures
10
"refund"
10 negative reviews mention this · 14% of all complaints
★★★★★ "If it works it works, but if it fails you are stranded with the worst customer service imaginable. Service outage occurred in Japan, leaving me stranded in the rail system. Managed to get public wifi, and contacted their support which is AN AI CHATBOT. (A stupid one at that.) The bot did not tell me about the outage, and simply has you r…" - Riverrock ragtag
11
"been"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Service interruption frequently. Been using this for several months now in the beginning, it was great but for whatever reason I’m running into constant interruptions where I have no service and they send an apology email but I just want my service to work." - InMarlton NJ
12
"slow"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Slow. My phone is slow. Don’t know why. My wife’s phone works ok but not mine. Same phone, same eSIM. Don’t know why." - tk1279
📋 All 70 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Shady
Shady, activation is hidden in awkward app settings. Avoid!
Slow
My phone is slow. Don’t know why. My wife’s phone works ok but not mine. Same phone, same eSIM. Don’t know why.
SCAM
Charged me and never gave me the e sim charged me 65 dollars and they never responded to my email either. Don’t use them they are a scam
If it works it works, but if it fails you are stranded with the worst customer service imaginable
Service outage occurred in Japan, leaving me stranded in the rail system. Managed to get public wifi, and contacted their support which is AN AI CHATBOT. (A stupid one at that.) The bot did not tell me about the outage, and simply has you repeating the same steps to fix the sim on repeat. After 45 min of this I told it to get me a person or a refund, then a human finally tells me they have outages in my area. The outage lasted several hours, with no updates given on the scenario.
Lastly, when the outage happened, I thought there may have been an issue with my esim, so I bought a new one.
When I found out it was an outage and not the sim, I requested a refund on the second one I bought, which they only partially refunded me for. Despite all the trouble caused.
Lastly, when the outage happened, I thought there may have been an issue with my esim, so I bought a new one.
When I found out it was an outage and not the sim, I requested a refund on the second one I bought, which they only partially refunded me for. Despite all the trouble caused.
HORRIBLE!! probable scam
can’t make calls to even local numbers in visiting country.no access to customer service.no phone numbers to inquire for help.
Muy mal internet
Lo contrate por un año y casi nunca tengo internet entra cuando quiere y se desactiva también tengo que ponerle paquetico al vehículo o compartir el internet desde mi celular
Unlimited Is false advertising
The unlimited plan is not truly unlimited it throttles your plan back your speed back to being unusable after a certain point and they don’t tell you this before you purchase they only tell it to you right after you purchase if you use your phone as a hotspot, don’t go with this company. Go with a different one.
WORST CUSTOMER SERVICE
Just echoing what others have mentioned. When it works, great. When it doesn’t- you’re on your own. Good for one time customer’s. Terrible for lifetime users. NEVER USING IT AGAIN
Terrible app, no customer service
Customer service is an AI. When asking for a human, it claimed it was, when obviously it didn’t understand anything I was saying.
To cancel due to data issues, they make you jump through hoops. App is buggy. Terrible.
To cancel due to data issues, they make you jump through hoops. App is buggy. Terrible.
Didn’t work for me
Esims did t work for me
ESim for Japan Trip
Slow internet speed and weak signal.
Bad connection.
Internet disruption that has delayed us a few hours traveling. Could not use google map or make a phone call, lost contact with family members.
Horrible service
My connection stopped working in the middle of being in the center of Shibuya. I tried resetting my phone several times and still couldn’t establish connection! I paid for unlimited cellular data for 15 days and it only worked for several hours!
No data
No data
Does not work
Does not work and continuing to charge me for nothing
horrible app
i cant use the data at all i turn wifi off and it doesnt work ive tried everything that ive been able to find and it just doesnt work, my plan isnt expired til the day i leave but sure yea wasted $100 for what?
Advertised for Mongolia but doesn’t work
Don’t waste your money.
Virtually no data service in the capital Ulaanbaatar and zero service just outside of the city.
Virtually no data service in the capital Ulaanbaatar and zero service just outside of the city.
Disappointed
I have been unable to use the data plan at all when I have been outside of a Wi-Fi environment. I’m not sure why this is but I was unable to get an Uber or directions when I was walking around in Istanbul and other cities
No support
I sent a support ticket because my eSIM didn’t populate at all when I arrived in Europe. I’m about to go home and still haven’t received a response. I want a refund for the data I purchased.
Slow data plan
Data plan for Japan was super slow and unreliable, would recommend going with another provider
Text messages
Can’t figure out if it will allow sending of text messages and messages with photos from my iPhone. It shouldn’t be this hard. Does it support MMS?????
eSIM never loaded
I can’t get anyone to help me
Doesn’t Work
Won’t allow you to create an account on the app !?
It doesn’t work well
The signal was poor. The connection was bad while we were in Shinjuku Tokyo Japan.
This is a scam.
Scam alert. Service did not worked in Europe (switzerland/France). I paid unlimited for 7 days and could not connect to any service. Did not worked at all. Has been messaging customer support for close to 3 days and did not receive any assistance. I followed all the instructions, guided and even used their AI chatbot unsuccessfully. DO NOT BUY!! In the other hand, i used airalo, successfully, and it only took less than 3 minutes to connect.
Did work this time around
Been using for three different visits to Japan. Now, it didn’t work. Had to buy from other provider.
Wasted money
Any sims purchased on this app are locked to the device you purchased them on. I even selected that I will use it for another device and it’s still only gave me the option to install at my own device after it was purchased with no option to get a QR code or any other way to install somewhere else. They should be more clear about what you can and can’t do before you go through with the purchase and pay money.
Never worked
Paid for the service. Once in Japan tried to use data and it never worked. Had to purchase data from a different company while standing in the airport. I want a refund!!
France plan would not activate
I will request a refund
Me
Garbage
Horrible user experience
I purchased a esim but cannot locate it, add it or use it. Frustrated.
Not working
This is not working on either device and finding support is non existent
NIGHTMARE
Never make the mistake of using this service!!! I purchased a monthly plan that will not activate. I contacted support over 24 hours ago and have never heard anything back.!!!
So slow!
Network is so slow, 30-60s for Google maps to load, websites etc. constantly not receiving msgs
Tuff to deal with Ubigi
Before I use or use the ESIM I request refund because I cancel trip. Customer service never contact by phone only by email and giving me very very hard, they never refund me actually I have to get my money through my CC dispute. I will report Ubigi to FCC & BBB
Very slow speeds
I’ve used Ubigi in the past years ago and it was great. However on a recent trip to India we travelled to several cities and states in India. During our trip my iPhone never connected to a 5G network and my LTE speeds never exceeded 8Mbps. The friends and colleagues I traveled with got much faster speeds using both local US carrier “data packages” and other eSIM competitors. I ended up using a competitor and I had to fight with Ubigi AI support for several days before I was able to talk to a human. I still never got a refund.
Scam
They say they are the eSIM for Rolls Royce, but after you sign up you find out they are not and then they won’t let you cancel!
DO NOT USE THIS COMPANY!!
DO NOT USE THIS COMPANY!!
Unreliable and Slow
As the title says; Unbelievably slow and unreliable. I was using it in Japan under urban, suburban, and rural conditions, and I never had good or stable conditions throughout the entire trip.
致命的
QRコードでeSIMはインストールできましたが設定画面でUbigi eSIMが表示されず、通信できませんでした。
サポートに問い合わせても1日以上経ってからテンプレのような検討はずれの返信が来ただけでした。その場で使い始めたいのに遅すぎる対応のため他の手段に切り替えました。結局解決もしておらず、お金をドブに捨てたようなものでした。使わないことを強くお勧めします。
サポートに問い合わせても1日以上経ってからテンプレのような検討はずれの返信が来ただけでした。その場で使い始めたいのに遅すぎる対応のため他の手段に切り替えました。結局解決もしておらず、お金をドブに捨てたようなものでした。使わないことを強くお勧めします。
Poor IP experience
The IP address was selected as being in the US, but Disney+ and Netflix are showing up in South Korea, and the cost is not low. This shouldn't be happening!
Good until you refill
The product design is confusing. A “top-up” mistake resulted in two additional repurchases, tripling my monthly bill.
In most services, this kind of obvious user error can be easily reversed, but their customer support is effectively nonexistent-no responsive support channels on their website or social media.
I eventually contacted my bank to stop payment. The bank forced a refund for the unused portion of one of the three plans for the current month.
After that, my entire account was locked. I still had 38GB of unused data, the service was terminated without refund, and I was blocked from making new purchases.
This feels less like policy enforcement and more like retaliation against a customer who disputed a charge.
In most services, this kind of obvious user error can be easily reversed, but their customer support is effectively nonexistent-no responsive support channels on their website or social media.
I eventually contacted my bank to stop payment. The bank forced a refund for the unused portion of one of the three plans for the current month.
After that, my entire account was locked. I still had 38GB of unused data, the service was terminated without refund, and I was blocked from making new purchases.
This feels less like policy enforcement and more like retaliation against a customer who disputed a charge.
Data doesn’t work
Support is very slow. They have given advice, but my data still isn’t working. Said I deleted the app - inaccurate. I like this app but not sure
Useless for returning customers
Awful UX, I suggest you delete the account every time you use their eSIM, otherwise you might buy a new plan but unable to use it since they don’t allow to add the sim once again if it disappeared. So it’s better to create new account every time than be loyal.
Literally, spent 60 bucks and am unable to use their service. Most likely will make a chargeback, the support is very slow to respond.
Literally, spent 60 bucks and am unable to use their service. Most likely will make a chargeback, the support is very slow to respond.
Doesn’t work
I got a new phone and now nothing works on the app. Extremely frustrating and no good support and mobile bills are expensive.
Horrendous. Try a different provider
The worst customer service experience imaginable. I will never use Ubigi again. I submitted a message through their website after I spent well over an hour trying to connect to the eSIM I purchased for Japan- the country boldly advertised front-and-center here in the App Store. The plan was already activated and should have worked, but didn't. I followed every troubleshooting step they offer in the FAQ to no avail, so I reached out to them for help or a credit. It took them almost a week to reply, not before demanding that I repeat what I already sent them.
I've never been so disregarded and disrespected in my life. It's as if they didn't even read the message. All they said was basically "It must be a you problem, but thanks for buying a plan." I've spent well over $200 in total with them throughout my travels, and I did not deserve the cold reply I received. There are way too many other eSIM providers (more affordable and reliable ones). If you have any issues, they won't help you or even read your message. I've already taken my loyal business over to Airalo and have had no issues with them. You should do the same, lest you enjoy wasting money and being brushed off like you don't matter.
I've never been so disregarded and disrespected in my life. It's as if they didn't even read the message. All they said was basically "It must be a you problem, but thanks for buying a plan." I've spent well over $200 in total with them throughout my travels, and I did not deserve the cold reply I received. There are way too many other eSIM providers (more affordable and reliable ones). If you have any issues, they won't help you or even read your message. I've already taken my loyal business over to Airalo and have had no issues with them. You should do the same, lest you enjoy wasting money and being brushed off like you don't matter.
Bought another plan
I bought another plan but now I can’t find the sim on my phone and there is no way to reactivate it or turn it back on
Very poor service
I have no idea it is because of Sri Lanka, but nothing works !!!
Не понятный
Платный, не ройдет 👎🏻
Terrible customer support
The app did a duplicate purchase. Trying to get it fixed, I thought their customer support AI was annoying and unhelpful until I got a response from a person that was even less coherent.
Not great
Really poor for Japan. Occasional google maps use completely drained data. Customer support was useless AI and topping up did not work the second time. No issues using Airalo for Spain.
+ 20 more in the clipboard copy
Sentiment summary
90%
Positive (4-5★)
2%
Neutral (3★)
8%
Negative (1-2★)