I forgot my account password
Use the reset link on the sign-in page; it is sent to the account's email address. Our team will never ask for your password and cannot see it.
- If no email arrives, check the spam folder and confirm you used the registered address
- If you can no longer access that mailbox, contact us with an order number so we can verify you
- Beware emails impersonating us: check the link points to our own domain before clicking
Forgetting a password happens to everyone, and it tends to happen exactly when you need the account most — standing in an airport wanting to reopen an order, or arriving at a hotel wanting to check how much of a plan is left. The good news is that resetting is short, entirely self-service, and does not depend on anyone unlocking anything for you.
This page covers both the normal path and the cases where it does not go to plan: the reset email that never turns up, not remembering which address the account was created with, and being abroad with no internet at all — the most frustrating version, and the one with a solution people rarely think of.
How a password reset works
The principle is the same almost everywhere: you tell the system which email the account uses, it sends a special link to that address, and the fact that you can open the link proves you have access to the account's mailbox — so the system lets you set a new password. That makes the mailbox the key to the whole process. Anyone who can read your email can reset the password, which is why the mailbox deserves more care than any single site's password.
The second thing worth understanding is that our team cannot see your old password. Not out of policy, but because it was never stored in a readable form. Asking support to 'tell me my old password' is a request nobody can fulfil. The reverse is also true: if anyone claiming to be our team asks you for your password, that is an unambiguous sign of a scam.
The steps to set a new password
- 1Open the sign-in page and choose the reset linkThe link sits on the same sign-in page you were trying to use. There is no need to look for it elsewhere, and you should not reach it through a link someone sent you — fake sign-in pages exist.
- 2Enter the account's email addressIt has to be the same address used when signing up or ordering. Entering an address with no account behind it means no email will be sent, which is the single most common reason for 'I clicked and nothing arrived'.
- 3Open the mailbox and follow the linkCheck the main inbox first, then the spam or junk folder, and the promotions or updates tabs if your provider sorts mail automatically. Messages like this are easily filed elsewhere when you have never received anything from the sender before.
- 4Set the new passwordChoose something you will actually remember while travelling, not something so elaborate that you need a device at home to recall it. If you use a password manager, save it before you close the page.
- 5Sign in with the new password right awayDo it there and then to confirm it works. Do not leave it for later — if something is wrong, you want to find out while you still have a connection in front of you.
The reset email has not arrived — work through this
When the link takes longer than feels reasonable, the first move is not to request it again several times. Repeat requests invalidate the earlier link and leave you unsure which message is the current one. Work through the table below instead.
| What is happening | Most likely cause | What to do |
|---|---|---|
| No email anywhere, not even in spam | No account exists under that address, or one character is wrong | Try the other addresses you might have used, and compare with an old order confirmation |
| Found in spam or promotions | Your mail provider's filter sorted it there | Move it to the inbox and mark it as not spam so the next one lands properly |
| Nothing arrives at a work address | The organisation's system blocks unknown external senders outright | If you cannot change the account address yourself, write to us with your order number |
| The link opens but says it is no longer valid | It is an older link superseded by a newer request, or too much time has passed | Request one fresh link and use only the newest message |
| The link bounces back to the sign-in page | It opened in a mail app's built-in browser, or a filter is in the way | Copy the link into your normal browser and switch off any VPN for a moment |
| The email is far slower than expected | Ordinary delivery delay on the receiving side | Wait a while and avoid hammering the request button, which invalidates earlier links |
Work top to bottom and stop as soon as a row matches your situation
You cannot remember which email the account uses
This is more common than people expect, especially for anyone juggling work and personal addresses. The most direct approach is to search every mailbox you own for terms that would appear in an order confirmation — the shop name, the word eSIM, or the word order. Whichever mailbox holds an old confirmation is the address your account uses.
Another approach is to use the reset page itself as a test. Try each address you suspect, one at a time, and see which one actually receives something. With a handful of addresses that takes minutes, and it tells you far more than repeatedly failing at the sign-in screen, which gives nothing back.
If the email was mistyped at checkout
If the address was mistyped at checkout, the account is tied to a mailbox that either does not exist or belongs to someone else, and self-service reset becomes impossible because the link goes somewhere you cannot read. That case needs us to look, and we will ask for details that establish the order is yours — the order number, the purchase date, and whatever payment details you have.
Being locked out does not stop the eSIM working
This matters most for people mid-trip. An eSIM profile that is already installed runs independently of any website login. If it is installed and working, forgetting a password does not cut your data — it keeps running to the plan's own terms. What you temporarily lose is the page where you view details and history, nothing more.
Conversely, if you have not installed the profile yet and the QR code is in your order confirmation email, you may not need to sign in at all — open that email and install from the QR as normal. The password reset can wait; it is not a prerequisite for getting online.
The chicken-and-egg problem: you need internet to reset
The most maddening version is being abroad with no data, needing the account to sort something out, and needing data to reach the account. The way out is not complicated, but you have to know it exists. Several options work in practice, and at an airport or hotel at least one of them is usually available.
- Airport Wi-Fi, which is usually available at least for a limited session
- Hotel or guesthouse Wi-Fi — ask for the password at check-in
- Café or restaurant Wi-Fi, where the password often comes with the receipt
- A hotspot shared from a travelling companion's phone that is already online
- Your own home line in roaming mode, if you accept your operator's charges for a short session
Choosing a new password that is both safe and usable on the road
A good travel password has to satisfy two conditions at once: hard to guess, and typable correctly on a phone keyboard while standing in an airport. The second is routinely ignored. A password stuffed with symbols that needs three keyboard switches invites repeated typos and temporary lockouts. A long multi-word phrase is a better balance — hard to guess by length, and far easier to type.
| Approach | How it works out in practice |
|---|---|
| A long multi-word phrase that is not a common saying | Easy to remember, easy to type on a phone, and hard to guess because of its length — the best fit for travel |
| Letting a password manager generate and store it | The most secure option, provided you can reach the manager from the phone you carry — confirm it is synced before you leave |
| Reusing a password from another site | Not advisable: if any one site leaks, every account sharing that password is exposed at the same moment |
| Writing it in an unlocked note on the phone | Convenient but risky — if the phone is lost or picked up, everything is open at once |
Pick the approach you will actually manage when tired after a flight, not the one that looks good while planning at home
Watch for fake sign-in pages and scam messages
People are easiest to fool exactly when they are rushed and worried about being locked out, and scammers know it — which is why messages that look like reset emails often arrive at precisely that moment. The habit worth building is to read the address bar before typing anything, and never to enter a password on a page reached through a link you did not request yourself.
- Always request the reset yourself from the sign-in page instead of clicking a link someone sent
- Check the address bar before typing a password, every time
- Never share a password or verification code with anyone, including people claiming to be staff
- Be wary of urgent messages threatening account closure unless you act immediately — a standard scam pattern
- If you did enter a password on a suspicious page, change it on that account and on your email immediately
When you have genuinely lost access to the mailbox
If the account's mailbox has been closed, belongs to a former employer you no longer have access to, or you have also forgotten its password, the ordinary reset cannot help, because the link lands somewhere you cannot open. The correct order is to recover the mailbox first, with your email provider, and only then come back and reset the account password.
If the mailbox is truly unrecoverable, write to us with as much as you have that ties the order to you. We cannot change an account's email address on request from just anyone, because that is precisely how accounts get taken over. The restriction exists to protect you, even when it makes the process slower than you would like.
Preventing a repeat on the next trip
- Save the new password into a password manager the moment you set it, not later
- Check that the account uses a personal address you can reach from your phone, not a work one
- Keep the order confirmation readable offline before you leave
- Sign in once before departure to confirm the password you remember actually works
- Rename the eSIM line on the phone so you do not need the account just to tell your lines apart
You can reach us on LINE at https://lin.ee/skDPoNx (@esimonline), by email at esimonline.asia@gmail.com, or by phone at 089-942-0818 and 088-521-6848. We take support around the clock, every day. If it is urgent because you are about to travel, say so in the first message along with your departure date so we can prioritise sensibly.
DUK
Can support tell me my old password?+
No, and that is a technical fact rather than a policy choice — passwords were never stored in a readable form. What we can do is help you set a new one through the account's email address. If anyone contacts you offering to reveal your old password, or asking you to state it, that is not us.
Will resetting the password disconnect the eSIM I already installed?+
No. An installed profile runs independently of the website login. Changing the password does not affect the connection, the remaining data, or the plan's validity. Your data keeps working during and after the reset.
I requested the link several times and now I do not know which one works+
Use only the newest message, since each new request normally invalidates the earlier links. If you are unsure which is newest, sort by the time received and open just that one — then avoid requesting another until you have finished the steps on that page.
The account uses a former work email I can no longer access+
The right order is to try recovering that mailbox with its provider or the organisation's IT first, because every reset path depends on the account's email. If it is genuinely gone, write to us with the order number, purchase date and whatever payment details you have. We will look into it, but ownership has to be established first — otherwise anyone could claim anyone's account.
I am abroad with no data yet — how do I reset?+
Use whatever Wi-Fi you can find — airport, hotel or café — and complete the whole flow in one session, including the confirming sign-in. A few minutes of a travelling companion's hotspot is also enough. And if all you want is to install the eSIM, check the order confirmation email first: in many cases you can install straight from it without signing in at all.
Instagram and TikTok have no web share button, so we open your phone's share sheet or copy the link instead.