Get in touch

eSIM and order support

esim@onetelecom.africa

To help us investigate, please include:

• Your order number and account email.
• Your package and destination.
• Your phone model, operating-system version and any error message.
• When the issue occurred, including the local time zone.
• What you have already tried and the outcome you are seeking.

Never send your password, full payment-card details or identity documents in a support email. Keep QR codes and activation details private, and redact them from screenshots unless support provides a secure way to share them.

Support hours and response times

Monday–Friday, 08:00–17:00
South African Standard Time (SAST, UTC+2), excluding South African public holidays.

You can email us at any time. Messages received outside these hours are reviewed when support reopens.

Initial reply: we aim to respond within one business day.

Escalated complaints: we aim to provide a management response or progress update within five business days of escalation.

A business day is Monday–Friday, excluding South African public holidays. These are response targets, not guaranteed resolution times. If an issue needs further investigation, we will explain the next steps and expected timing.

Unresolved complaints

1. Contact support. Email esim@onetelecom.africa with your order details, the issue and your preferred outcome. Keep the email thread and any case reference.
2. Request escalation. If you are dissatisfied with the reply, or one business day has passed without an initial reply, respond in the same thread with the subject “Escalation – Order [your order number]”. Ask for a management review and explain what remains unresolved. If you have no order number, include your account email and any case reference.
3. Management review. We aim to provide a response or progress update within five business days of escalation. If we need more information or time, we will explain why, what happens next and the expected timing.
4. Further options. If the complaint remains unresolved, you may approach a consumer authority or ombud with jurisdiction, including the National Consumer Commission where applicable, or use a court or tribunal with jurisdiction.

This process does not limit your statutory rights or prevent you from seeking urgent relief. See our Terms of Service for governing law and dispute resolution.

Privacy enquiries

digital@onetelecom.africa

Contact us about your personal information or a privacy request. Describe the request and provide an account email or relevant reference so we can locate your records.

We may need to verify your identity before acting. If additional information is required, we will explain how to provide it securely. Do not attach identity documents to your initial email.

Any statutory deadlines applicable to your privacy request take precedence over our general support targets.