What is Fulfilment?
- 1
- 2
- 3
- 4
- 5
- 6
| Status you see | What it means | What to do |
|---|---|---|
| Where it failed | What happens to the money | Your move |
|---|---|---|
Pros
Cons
Häufige Fragen
I paid but no email arrived. What should I do first?+
Open the order page first, because it shows the real status without passing through any mail filter. Then search your mailbox for eSIM and check the spam and promotions folders. If the address was mistyped, the order page is usually still reachable from your order history or the link you were given at checkout. If none of that turns anything up, message us with the date, time and payment method used.
The screen froze so I tapped pay twice. Will I be charged twice?+
It depends on whether the second tap resent the same request or created a new one. A system with duplicate protection treats it as one request and does not issue two profiles. But if you opened a fresh checkout and completed it, that is a separate order. The quickest check is your order history: if two orders appear, send both numbers together so the unused one can be dealt with.
The status has said processing for a while. Should I keep waiting or cancel?+
Keep waiting and do not cancel it yourself. Processing means the order is queued and still moving. Cancelling midway, or disputing the charge with your bank, slows everything down considerably. Send a message with the order number so the stuck stage can be identified. We deliberately avoid quoting a time figure, because it depends on the supplier behind that particular plan.
Do I have to install the eSIM immediately, or can I wait until I arrive?+
Install while you still have reliable Wi-Fi, because installation downloads the profile over the internet. Waiting until you land without a connection leaves you needing internet in order to get internet. When the validity period starts is a separate question from installation and differs between plans, so read the terms of the one you bought before deciding.
If the profile was issued but will not install, has it been delivered?+
On the books it counts as delivered, but in practice the job is not done, because what you need is working internet rather than a profile file. First confirm the handset supports eSIM and is not network-locked, then note the exact error on screen and send us a screenshot. Different symptoms come from different causes, so the full wording helps far more than a description.
Can I buy one for somebody else, and who receives the delivery?+
You can, but bear in mind the profile installs onto the handset of whoever actually uses it, so the installation details have to reach that person. If you enter your own email address, they come to you and you forward them, which is fine. The caution is that one QR code installs onto one handset: once somebody has used it, nobody else can install from the same code.