How we count customers and reviews
Hoam eSIM currently publishes no customer count and no review count of its own. Review numbers on this site come from Trustpilot's live widget, which Trustpilot renders from its own data. This page defines what each count would mean if we published one — what is counted, what is excluded and which system it comes from — so that any figure that appears later can be checked against a definition written before it.
What this site says today
No customer count. Earlier versions of this site displayed a "travellers served" figure — 1,000,000 in some languages and 5,000,000 in others, for the same page element — with no published definition or source. An external audit flagged it, and it has been removed. Nothing has replaced it.
No review count of our own. The home page used to say "150,000+ reviews" a few lines above a Trustpilot widget that showed a few dozen. That line has been removed too. Where a rating or review count appears on this site now, it is Trustpilot's own widget, drawn by Trustpilot from its own data. We do not type review counts or average ratings, and we add no review markup.
If either kind of number comes back, it will be cut using a definition from this page, carry its cut-off date, and link here.
Why a count needs a definition
"One million travellers" can mean at least five different things, and they differ by an order of magnitude: people who created an account, people who bought once, orders placed, eSIM profiles issued, or trips taken. None is dishonest; publishing one without saying which is.
Definitions
These are the definitions we will use. Each one says what it excludes, because the exclusions are where counts quietly grow.
Customer. A distinct email address with at least one confirmed, paid order. Excludes accounts that never paid, orders that were cancelled or refunded, and internal test orders. We cannot tell when one person uses two email addresses, so this count can overstate people but never understate them — and we will say so beside it.
Order. One confirmed, paid checkout. A top-up — a new plan loaded onto an eSIM the traveller already has — is an order. Excludes cancelled, unpaid and refunded orders, and orders still waiting for payment confirmation.
eSIM. One eSIM profile issued to a customer. A Hoam eSIM is installed once and reused for later trips, so one eSIM can carry many orders. A profile that was issued but never installed still counts as issued; we cannot honestly call it installed, so we do not publish an "installs" count.
Connected trip. A plan that reached its first connection at a destination. This is the most meaningful number we have and the hardest to define: one traveller visiting three countries on one plan is one connected trip, and a plan bought and never used is none. We will only publish it with that explanation attached.
Review. A review of Hoam eSIM published on Trustpilot. We do not combine platforms, and we do not count app-store ratings or survey responses as reviews.
Sources
| Figure | Source system | Counted from |
|---|---|---|
| Customers, orders | Our order database | Confirmed, paid orders only |
| eSIMs, connected trips | Our eSIM platform | First connection as recorded by the network operator |
| Reviews | Trustpilot | Read from Trustpilot, never re-typed |
Any figure published from these will carry the date it was cut, and the same figure in every language. A number that differs between two languages of the same page is the failure this page exists to prevent.
What we do not publish
- Any figure we cannot tie to one of the systems above.
- Any count that mixes definitions — orders presented as customers, or issued eSIMs presented as installs.
- Rounded thresholds ("1M+") without the exact figure and its cut-off date on this page.
- Growth rates over periods short enough to be noise.
Review schedule
When a count is published, it is re-cut at least every quarter and the date on this page changes with it. If a re-cut figure is lower than the one on the site, the site changes. Until a count is published, this page is reviewed whenever the home page changes.