> ## Documentation Index
> Fetch the complete documentation index at: https://help.e-banano.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact eBanano Customer Support — We're Here to Help

> Reach eBanano's customer support team via live chat, email, or Telegram. Get help with your eSIM, orders, refunds, and account questions.

The eBanano support team is ready to help — whether you're stuck on installation, have a billing question, or need a hand mid-trip when every minute counts. We're a friendly bunch, and no question is too small. Here's how to reach us.

## Support Channels

Here's every way to get in touch — pick whichever suits you best:

* 💬 **Live Chat** — Available right in the eBanano app and on [ebanano.com](https://ebanano.com). The fastest way to reach us — we typically respond in under 5 minutes during business hours. Look for the chat bubble in the bottom corner.
* ✉️ **Email** — Drop us a line at **[support@ebanano.com](mailto:support@ebanano.com)**. We aim to respond within 24 hours — usually sooner.
* ✈️ **Telegram** — Message us at **@ebananoSupport** on Telegram for a quick, conversational way to get help. We typically reply within a few hours.
* 🔍 **Help Center Search** — Many common questions are already answered right here. Use the search bar at the top of this Help Center for instant answers — no waiting required.

<Tip>
  Before reaching out, grab your **order number** (found in your confirmation email) and jot down a quick description of the issue. Including these upfront speeds up resolution significantly — we can get straight to solving rather than asking follow-up questions.
</Tip>

## What to Include in Your Message

The more context you give us, the faster we can help. Try to include:

* **Your order number or email address** — so we can pull up your account right away
* **Your device model** (e.g. iPhone 14 Pro, Samsung Galaxy S23) — some issues are device-specific
* **A description of what's happening** — what did you try, what did you expect, and what actually happened?
* **Any error messages** — a screenshot or the exact wording helps a lot

## Response Times at a Glance

| Channel   | Typical Response Time            |
| --------- | -------------------------------- |
| Live Chat | Under 5 minutes (business hours) |
| Telegram  | Within a few hours               |
| Email     | Within 24 hours                  |

<Note>
  Our support team speaks **English, Russian, and Kazakh** — feel free to write to us in whichever language you're most comfortable with.
</Note>

## Frequently Asked Questions

<Accordion title="What are your business hours?">
  Our live chat and Telegram support operate during business hours (Monday to Friday, 9:00 AM – 6:00 PM, GMT+5). Outside of those hours, you're welcome to leave a message and we'll get back to you first thing. Email is monitored daily, including weekends.
</Accordion>

<Accordion title="Can I get support in Russian or Kazakh?">
  Absolutely! Our team is fluent in English, Russian, and Kazakh. Just write to us in your preferred language and we'll respond in kind. No need to struggle through a language that isn't yours.
</Accordion>

<Accordion title="I sent an email but haven't heard back">
  First, check your spam or junk folder — our replies occasionally land there. If it's been more than 24 hours and there's nothing, please try reaching us via live chat or Telegram so we can help you right away. It's also worth double-checking that you sent your message to **[support@ebanano.com](mailto:support@ebanano.com)**.
</Accordion>

## Related Articles

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