Orders
Tracking orders, receipts, and delivery issues.
Common questions in this section
I paid but did not receive my eSIM+
Check spam and the address you entered at checkout, then open the order page in your account — the QR and install codes are always there even if email fails. If nothing appears within 15 minutes, contact us with your order number and the email you used.
Payment succeeded but there is no QR+
Payment status and eSIM fulfilment are tracked separately; the order may still be processing at the supplier. Your order page shows both states. If it stays in processing beyond 30 minutes, contact us — we will check with the supplier and refund if the profile cannot be issued.
How do I contact support?+
LINE is fastest; you can also email esimonline.asia@gmail.com. To get a quick answer, include your order number, phone model, the country you are in, and a screenshot of the error.
Can I get a receipt or tax invoice?+
The order confirmation email serves as proof of payment. If you need a document in a company name or a particular format, contact us with the order number and the details that must appear on it, and we will issue it accordingly.
I ordered with the wrong email address. What now?+
Contact us with the order number, the address actually used, and the correct one. We verify that you are the order's owner before sending installation details to the new address; that check exists so activation data never reaches the wrong person.
How do partner-sold plans differ from yours?+
On plans labelled Sold by partner you buy and pay through that seller, and their terms, delivery and refunds apply; we may earn a commission from the link. Plans we sell ourselves appear in your order with us and we handle them end to end.
What do the order statuses mean?+
Payment state and fulfilment state are separate. Paid means the money went through; processing means we are requesting the profile from the supplier; delivered means the installation details are ready on your order page and in your email. If processing lasts longer than the order page states, contact us rather than reordering.
Can I cancel an order?+
It depends on the stage of the order and on the refund policy. If the profile is neither installed nor activated, there is more room to help. Contact us at once with the order number and do not install it, and we will tell you honestly what is possible.
I paid but no email arrived+
Check the spam and promotions folders and your account's orders page. If it is still missing, contact us with the email address used and the time of payment.
I placed the same order twice by accident+
Contact us at once with both order numbers, and do not install the profile from the unwanted one: options are wider while it is uninstalled.
Read each answer in full
- I paid but did not receive my eSIM
- Payment succeeded but there is no QR
- How do I contact support?
- Can I get a receipt or tax invoice?
- I ordered with the wrong email address. What now?
- How do partner-sold plans differ from yours?
- What do the order statuses mean?
- Can I cancel an order?
- I paid but no email arrived
- I placed the same order twice by accident