Mobimatter eSIM Not Working After Payment Due to KYC Verification Error

On September 7, 2026, I purchased an eSIM through Mobimatter that included the “West Balkans 8 GB” package. My order number appears in the app as “mm-2361*****.” I paid approximately $20.99 for the purchase. However, immediately after making the payment, I encountered a KYC verification error, and I have been unable to use the eSIM.

After payment, an error message appears on the screen with a red X, stating, “Your request was not processed successfully. For more information, please contact your service provider.” The process does not complete. Although I have paid for the service, I cannot access it because of the KYC verification issue.

I contacted Mobimatter’s support team in writing, but I have not received any response so far. Despite having paid for the service, I am unable to use the eSIM, leaving my issue unresolved.

I request either a refund or the successful activation of my eSIM. In short, I expect Mobimatter to either provide the service I purchased in full or refund my payment without further delay.