We're a message away.
No ticket queues, no chatbots in disguise. Write to a real person on the avelis team — and hear back, usually within a day.
Choose the shortest path to an answer.
Email us directly
The fastest way to reach a real human on the team. Replies within 24 hours on business days.
office@withavelis.comBrowse the help center
Answers to common questions on activation, devices, plans and payments — available around the clock.
Visit SupportFor non-profit organisations
Apply for the verified non-profit program — a continuous discount for your employees, members and officers.
See the programA real human reads every message.
We've kept the team small on purpose. Your email lands in a shared inbox staffed by people who know our product, our carriers and our coverage maps. No tier-1 script. No copy-paste. Just an answer — and, when needed, a fix shipped the same week.
“The best support ticket is the one we close in a single reply.”
Help us help you — in one reply.
- Step 01
A clear subject line
One short line that names the topic — e.g. "Activation issue on iPhone 14, Japan". It helps us route your message to the right person on the first try.
- Step 02
Your device & operating system
Model and OS version (e.g. iPhone 14 Pro, iOS 18.2). For Android, the manufacturer and EU/global variant matter — they affect eSIM support.
- Step 03
Destination & plan or order ID
Where you're travelling to, which plan you bought, and the order ID from your confirmation email. This lets us check status without a back-and-forth.
- Step 04
A screenshot, if relevant
For activation, signal or billing issues, one screenshot of the error or your eSIM settings can save days of debugging.
Say hello.
Questions, feedback, partnerships, press — it all goes to the same place. We read it. We answer it.
Typical reply within 24 hours · Mon–Fri