What do the order statuses mean?
| Status | Meaning | What to do |
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よくある質問
Is it abnormal to see Paid but not yet have an eSIM to use?+
Not abnormal. Paid only means the payment went through; delivering the eSIM is a separate step that waits on the system requesting a profile from the supplier. Check the estimated timeframe on the order page.
How long does Processing normally take?+
It varies by plan and by supplier; we have no universal figure that applies to every order. Check the estimate specific to that order on the order page instead.
Should I reorder if Processing has been stuck for a while?+
No. Reordering while still waiting creates a second order and an unnecessary duplicate payment. Contact us with the order number instead.
Does Delivered mean the network connects automatically?+
No. Delivered only means the installation details are ready. You still need to carry out installation on the phone yourself, whether by scanning the QR code or entering details manually.
What if the installation details cannot be found in the email?+
Check the spam folder first. If still not found, open the order page on the website instead, since the same information appears there too.
How can I reach you if a status looks abnormal?+
Message us on LINE at @esimonline or by email at esimonline.asia@gmail.com with the order number, and we will check with the supplier.
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