Support
We reply within one business day.
Two teams, depending on the question. Include your order number and, for eSIM issues, your phone model.
Orders, payments, receipts, refunds, subscriptions
Newfound Digital
- support@newfoundhk.com
- Company phone
- +852 (58) 090459
- Hours
- Monday to Friday, 09:00–18:00 Hong Kong time (UTC+8)
- Response
- Within one business day; refund decisions within 5 business days
- Post
- Newfound Digital Limited, Unit B, 11/F, Yam Tze Commercial Building, 23 Thomson Road, Wan Chai, Hong Kong
Maps.me app, account, eSIM installation and connectivity
Maps.me support
- support@maps.me
- Help centre
- maps.me/support
- Response
- Within one business day
Tickets sent to the wrong team are handed over with your order reference, so you won't need to repeat yourself.
Frequently asked
I paid but Pro isn't active in the app.
Sign out and back in to Maps.me on the account you gave us at checkout. If Pro still isn't there after 24 hours, email us your order number and we'll deliver it or refund you in full.
How do I cancel my subscription?
Account → Cancel renewal, one click, or email support@newfoundhk.com. Cancellation takes effect at the end of the period you've paid for; you keep Pro until then.
I don't recognise NEWFOUND*MAPSME on my statement.
That is us: Newfound Digital Limited, the seller of Maps.me Pro and eSIM packages on this site. Email us with the amount and date and we'll find the order. Please contact us before raising a dispute with your bank; most issues are resolved within a day.
My phone says it can't install the eSIM.
Check the phone is eSIM-capable and carrier-unlocked, that you're on Wi-Fi or another SIM, and that you haven't deleted the Maps.me profile. If the install still fails, email support@maps.me with your phone model and a screenshot of the error.
Can I get a refund on an eSIM package I haven't used?
Yes, in full, if the profile hasn't been installed on any device and the package hasn't been activated. After installation, refunds or replacements are only for packages that can't connect because of a fault on our side. Full policy.
Do you charge tax?
Where the country you live in requires it, the price you see includes VAT, GST or sales tax and we remit it as merchant of record. Your receipt shows the amount.
Why can't I buy from the EU or UK?
At launch the store is available outside the EU, UK, Iceland, Liechtenstein, Norway and Switzerland only. If you live there, Maps.me Pro is available through the App Store and Google Play.
Send a message
Message received. We'll reply by email within one business day.