Bestellingen

An eSIM order is not a parcel waiting on a van, but it is not always finished within a second either, because two separate stages sit behind it: the payment going through, and the system requesting a profile from the supplier and sending you the installation details. Most of the confusion in this section comes from treating those two as one event, so this page starts by pulling them apart and then works through the problems people actually run into.

What follows covers tracking an order, finding installation details when the email does not arrive, receipts and tax invoices, and accidental duplicate purchases. If your question is about getting money back, go to the refunds section instead: eligibility is a separate matter from the state of an order.

What an order passes through

When you pay, the first thing that happens is the payment provider approving the transaction, which is what turns the payment status to successful. That does not yet mean your eSIM is ready, because the next stage is our system requesting a profile from that plan's supplier. Only once the supplier has issued it do the installation details appear on your order page and go out to the email address you entered.

Usually the two happen close together, but the second sometimes takes longer than normal because it sits with the supplier. That is why the order page shows both states separately: so you can see for yourself where it is held up. If you can see that payment succeeded but there is no QR, the state to read is fulfilment, not payment.

What each status means

This table sets out what the status you are looking at means and what to do next in each case. The key point is that payment state and fulfilment state are separate axes: you may well see payment succeeded while fulfilment is still in progress, which is a normal situation worth waiting out for the period the order page states.

You paid and no email arrived

Email goes missing in several ways: filtered into spam, sorted into a promotions tab, or sent to an address mistyped by one character at checkout. The good news is that the installation details do not live only in an email. Your account's order page always holds the QR and the install codes even when the message never lands. Work through this order before contacting anyone.

1. 1Search your mailbox by order numberSearch the inbox, the spam folder and the promotions tab using the order number or the word eSIM, rather than scrolling message by message, which is easy to get wrong in a busy mailbox.
2. 2Open the orders page in your accountSign in with the address used at checkout and open the orders page. The installation details are always there, with no need to wait for another email.
3. 3Check the address you actually typedLook at the address shown on the order or on the payment confirmation. If it is misspelt, that is why nothing arrived, and it is something we can correct.
4. 4Give it the window the order page statesIf the status is still processing, wait out the stated window first, since fulfilment may sit with the supplier. Do not place another order in the meantime.
5. 5Contact us with the details we needGive us the order number, the email used at checkout and the time of payment. Those three details let us find your order fastest.

The same installation details sit in more than one place, and each is useful at a different moment. This table shows where to look first for the situation you are in, instead of searching everywhere at once while you are in a hurry.

You ordered with the wrong email address

A single mistyped character is the commonest reason an email never arrives, and it can be put right. Contact us with the order number, the address actually used and the correct one. We confirm that you are the order's owner first, then send the installation details to the new address.

That verification can feel slow when you are in a hurry, but it exists for one reason: to keep your activation data away from anyone else, since whoever gets a QR first can install it first. The few minutes it costs are worth having.

You placed the same order twice

The system guards against a repeated submission within the same checkout, but if you genuinely came back and bought again, those are two separate orders, as they happened, with two charges. The most important thing here is not to install the profile from the unwanted one, because the options are far wider while a profile is neither installed nor activated.

Contact us at once with both order numbers. We check the real state of each and tell you honestly what that plan's terms allow. The outcome depends on whether the profile has already been issued and on the refund policy applying to that plan, so we do not promise a result in advance.

Receipts and tax invoices

The order confirmation email works as proof of payment in itself, which is enough for most people's ordinary expense claims. If you need a document in a company name or in a particular format, contact us with the order number and the details that must appear on it, and we will issue it accordingly.

One practical tip: if you know in advance that you will be claiming the cost, gather the name and details your finance team requires and send them in one message. That is quicker than passing information over piecemeal, and it reduces the chance of a document coming out in a form your finance team will not accept.

Cancelling an order

You can cancel and refund within 14 days of payment, and only while the profile has never been installed and no data has been used. That case is self-serve from the order page, with nobody to wait on for approval. Do not install it while you are still unsure, because installing closes this option immediately.

Installation changes the picture because once a profile has been issued and installed, the supplier regards the goods as delivered, and a request to unwind it becomes a case-by-case review rather than a routine step. If you are undecided about keeping or cancelling, ask before installing rather than installing first and asking afterwards.

What to have ready before contacting us

Almost every order question is settled faster when the first message carries everything, because we do not have to ask back and forth. This is what we use to find and verify your order, so send it all in one go.

• The order number, if you have it
• The email used at checkout, exactly as typed even if it was wrong
• The approximate date and time of payment
• The plan name and the destination you bought for
• The status your order page is showing right now
• A screenshot of any error message

Keeping your own record of an order

Before you travel, save the QR image or the install codes on the device and note the order number somewhere you can open without a connection, such as a local note or a photo in your album. The reason is simple: the moment you most need them is right after landing, when you do not yet have internet.

If you travel often and buy several times, signing in with the same address every time keeps the whole history in one place and makes it far easier to search than hunting through years of email. If you have bought under more than one address, check each in turn, since history is tied to the address used at purchase.

Buying several plans, or buying for someone else

If you are travelling as a group and buy several plans at once, remember that each profile is a separate item installed on a separate phone. The common mistake is two people scanning the same QR, which works only for the first of them. Hand them out person by person and write down who has which, especially when every plan is for the same country and they all look alike.

Buying for someone else is perfectly normal: you pay and own the order, while the person using it installs on their own phone. The thing to watch is compatibility, which has to be checked against the traveller's handset rather than yours, and when you pass a QR along, send it through a channel you trust, since whoever receives it first can install it first.

Browse the full help centre

Contact the team with your order number