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.

Open an order page and see the words Paid, Processing, or Delivered, and many people read them the first time as one continuous chain — pay, then wait, then receive, the way a typical online order works. In reality our system separates two different things from the start. The first is the payment status: whether the money went through or not. The second is the eSIM fulfilment status: whether the profile is ready to use or still being requested from the supplier. The two run alongside each other, but they are not the same thing, and telling them apart clears up most of the confusion when reading an order page.

This page is written for anyone who just bought an eSIM for the first time and is not sure what the status shown actually means, anyone waiting for a status to move from Processing to Delivered and wanting to know what to do next, and anyone who has hit a status stuck far longer than expected and wants to know whether to reorder or contact us first. We work through each status in turn, explain what is actually happening behind it, and close with what to do when a status does not behave as expected.

Two systems by design: payment and fulfilment

The reason payment status and eSIM fulfilment status are kept separate comes down to how the two work behind the scenes. Payment happens between you and the payment provider — once a transaction is approved, the money clears almost immediately and our system recognises it almost as fast. Fulfilment is a separate step that happens afterward: our system sends a request to the supplier that produces the eSIM profile, a process involving a third party and running on a different system from the payment itself.

In short, a successful payment does not always mean the eSIM is ready that same second, and conversely, seeing a Processing status does not mean anything is wrong with the payment. They are two different things. Understanding this from the start removes a good deal of worry when the status shown is not yet Delivered.

What 'Paid' actually means

A Paid status means your payment transaction has been approved by the payment provider, and the amount has been charged through the card or channel you chose. This is the point where your order fully 'exists' in the system — no longer an unconfirmed cart, but a real order. A successful payment, though, is only the starting point for the next step; it is not yet the point of receiving a usable eSIM.

What is happening behind 'Processing'

A Processing status means our system is sending a request to the supplier responsible for producing the eSIM profile for the plan you chose. This step involves an external system whose response time we do not control directly, unlike the payment step, which sits entirely between us and the payment provider. Because of that, how long Processing takes differs clearly from how long the payment step takes.

How long this status actually takes varies by plan and by supplier. We cannot quote one universal figure that applies to every order, since it depends on factors outside our own system. What we can say for certain is to check the estimated timeframe stated on your own order page — a figure specific to that order, not a general one that applies to every plan.

What 'Delivered' means, and where to find installation details

A Delivered status means the supplier has sent the eSIM profile back to our system, and the installation details — whether a QR code or manual installation information — are ready both on the order page on our website and in the email sent to the address used at checkout. This is the point where you can go ahead and begin installing on your phone.

The installation details appear in both places at the same time. If the email cannot be found, open the order page on the website instead, since it is the same source updated together, not a separate set of information. Having both channels reduces the risk of not being able to find the installation details when you need them.

Read the full eSIM installation guide

Summary table: status, meaning, and what to do

Why payment and fulfilment statuses do not always update at the same time

Many people expect that once payment succeeds, everything should be complete instantly, the way some digital purchases deliver a file the moment payment clears. An eSIM, though, is not a file sitting pre-stored ready to send out. Each profile has to be created or allocated by the supplier per order, a step that takes its own separate time from confirming the payment.

Keeping the two systems separate also has an advantage: if fulfilment runs into a problem on the supplier's side, your payment remains clearly confirmed in the system — it has not gone missing anywhere — and we can trace back exactly which step a given order is stuck at, rather than a single combined status that cannot say where the real hold-up is.

Situations you may encounter

For example, if you pay late at night and see Processing carry through overnight, it may simply be that the supplier's system had a queue of work at that time, not that anything is wrong with your payment. Or if a friend who bought at the same time received Delivered before you did, it may be because a different plan uses a different supplier, each carrying its own processing time by nature.

What to do when it takes longer than stated

1. 1Open the order page and check the estimated timeframe statedThis figure is specific to your own order, not a general one — use it as the benchmark before deciding whether this is normal.
2. 2If it has not exceeded the stated time, simply wait; no action neededProcessing within this window is a normal part of requesting the profile from the supplier.
3. 3If it has exceeded the stated time, prepare the order number before contacting usThe order number is in the confirmation email or on the order page, and lets us check the specific order rather than a general description.
4. 4Message us on LINE or by email, instead of placing a new orderReordering does not make the original order finish faster, and can create a duplicate payment that needs sorting out afterward.
5. 5Wait for our response before deciding on the next stepWe will check with the supplier and report back on exactly which step your order is stuck at.

Common misunderstandings about order status

Another common misunderstanding is thinking Delivered means the eSIM has automatically connected to a network. In reality this status only means the installation details are ready. You still need to carry out the installation on the phone yourself, whether by scanning the QR code or entering the details manually. Delivered does not mean the data line is instantly usable with nothing more to do.

Checklist before concluding an order status is abnormal

• Open the order page and check the current status and its estimated timeframe
• Check email including the spam folder for installation details once Delivered is shown
• Tell apart whether the status shown concerns payment or fulfilment
• Prepare the order number before contacting us if it has been stuck longer than stated
• Do not reorder while still waiting within the stated timeframe

Differences between plans and suppliers

Different plans on our site may come from different suppliers, and each supplier runs its own internal process for creating or allocating an eSIM profile — something we have no way of knowing in advance will run faster or slower at any given time. This is why we do not quote one universal timeframe that applies to every plan, and instead show the estimate specific to that order on the order page itself.

If you bought one plan before and its status changed quickly, but this time a different plan is slower, that does not necessarily mean anything is wrong. It may simply be a different supplier with a different process. Comparing timeframes across different plans is therefore not a reliable way to judge whether this particular order is behaving normally.

Browse eSIM plans by destination

Buying several eSIMs in one order — how do the statuses display

If a single order contains more than one eSIM plan, such as buying for yourself and a family member at the same time, each item can show a different fulfilment status, since some items may come from different suppliers, or even from the same supplier but still need their own profile created individually. Payment for the whole order shows as Paid together from the start, but each item's delivery status can move at its own pace as a natural part of the process.

When opening an order page with several items, check each item's status individually rather than only looking at the order as a whole, since one item may already be Delivered and ready while another is still Processing. If you need to contact us about one specific item, mention which one it is within the order, so we can check that item directly instead of having to go through the entire order again from scratch.

Once an order changes to Delivered, what to do right away

Once the status changes to Delivered, the next step is opening the installation details from the order page or email, then following the installation guide fully while still connected to stable Wi-Fi. There is no need to rush turning on the data line immediately if travel is still some way off. Most of our plans allow installing ahead of time without starting the validity clock, but always check the Activation terms on your own plan's page first, since this detail differs by plan.

Estimate the data you will need before travelling