Orders
Tracking orders, receipts, and delivery issues.
| What you see | What it means | 다음에 할 일 |
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| Where the details live | What you will find there | When it helps most |
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자주 묻는 질문
Payment succeeded but there is no QR. What now?+
Read the fulfilment state on your order page, because payment and eSIM issuance are tracked separately and the order may still be processing at the supplier. If it stays in processing longer than the order page states, contact us with the order number: we check with the supplier, and if the profile genuinely cannot be issued we refund you.
I cannot find my order because I never registered+
Buying without an account is fine, and the order stays tied to the address you entered at checkout. Sign up with that same address and the earlier order is pulled in automatically. If you cannot remember which address you used, search all your mailboxes for the word eSIM or the order number, and if it is still missing, contact us with the date and time of payment.
How long should processing take before I report it?+
Go by the window stated on your own order page, since plans come from different suppliers and do not all take the same time. If that window passes with no movement, contact us with the order number, the email used and the time of payment. What not to do while waiting is buy again, because that becomes two orders with two charges.
Can I get a tax invoice in a company name?+
Yes. Contact us with the order number and the details that must appear on it, such as the registered name and whatever your finance team requires, and we will issue the document from what you give us. For ordinary cases that do not need a particular format, the order confirmation email already serves as proof of payment.
Can the wrong email on an order be corrected?+
Yes. Send us the order number, the address you actually typed and the correct one. We confirm that you own the order before sending installation details to the new address. That check exists so activation data never reaches someone else, since whoever receives a QR first can install it first.
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.
Are any plans on eSIMonline sold by a partner?+
No. Every plan on this site is sold by us. We activate it through our own supplier's API, take payment ourselves, and handle refunds and support ourselves at every step, so you get one price, one receipt, and one support channel for every order.
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?+
Yes, on the terms of the refund policy: within 14 days of paying and only while the profile has never been installed and no data has been used, you can cancel and refund the order yourself from the order page. Once it is installed or the validity has started it cannot be cancelled. If you are unsure, contact us with the order number and do not install it in the meantime.
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?
- Are any plans on eSIMonline sold by a partner?
- 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