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.

The commonest cause is a mistyped address at checkout, which we can correct once the payment is confirmed.

Payment success and profile delivery are separate stages: the orders page shows which stage yours is at.

You paid, the screen said success, but your inbox is empty. The first reaction is usually worry that the money vanished or the order never registered. In reality most cases like this are not payment problems at all — they are an email that got filtered somewhere else, or one that is simply running behind. This page walks through the checks in the order that actually matters, before jumping to conclusions.

The most important distinction is that 'the email has not arrived' and 'the order failed' are two different things. An order can be fully successful in the system while the confirmation email sits in a different folder, arrives late because of the receiving mail provider, or was never deliverable because the address was mistyped at checkout. Checking your account directly is a more reliable starting point than waiting for an email.

First, check every folder the email could be sitting in

Almost every mail provider has more than a single inbox. A confirmation from a sender you have used for the first time is often routed automatically to another folder because the spam filter does not yet recognise the sender. The order to check is: the spam or junk folder, the promotions or updates folder if you use Gmail's automatic tabs, and any folder where the message may have been archived by mistake.

One thing people often overlook is that the mobile mail app and the desktop or web mail can be out of sync. Some mobile apps pull messages more slowly than webmail, or are set to sync only certain folders. Opening your provider's website directly in a browser gives a more reliable picture than trusting the mobile app alone.

Check your account's orders page directly

The fastest and most direct way to know whether payment succeeded is to sign in with the same account used at checkout and open the order history page. If the order shows up there with a completed status, the charge went through and your order is genuinely in the system, even if the email itself has not shown up yet — there is no need to worry about the payment or the order being lost.

If you checked out without signing in, or used a different email from the one tied to an existing account, the orders page may not show that order because history is linked to the account you were signed in as at the time. In that case, try to recall which email address was used at checkout and sign in with that address directly, or use the forgot-password function to confirm whether an account under that address exists at all.

If the order does not show up in your account at all

If you sign in and find no order at all, there are two possibilities. One is that the payment genuinely did not complete — it may have been cancelled mid-way or declined by the bank while the screen showed a misleading message. The other is that the order is tied to a different email you do not remember using. Either way, check with your payment provider or bank whether a charge actually went through before placing the order again.

Why the email did not arrive — the common causes

Beyond folders, there are other reasons an email never reaches the inbox at all, not even the spam folder. The most common is a typo in the email address entered at checkout — even a single wrong character can send the message to someone else's inbox, or nowhere, if the address does not exist. The second is that some receiving mail systems, particularly work or organisation email, have security settings that block unrecognised external senders outright, leaving no trace even in the user's spam folder.

The third is ordinary delivery delay — an email can take anywhere from several minutes to a couple of hours to arrive, especially during periods of higher sending volume. The fourth is a full inbox that has stopped accepting new mail, which is entirely on the receiving provider's side and outside anyone's control. The last one worth considering is a mistyped domain — an extra or missing letter in the part after the @ that is easy to miss while typing quickly.

Why work or organisation email tends to have more trouble

If you used a work or organisation email at checkout, there is a noticeably higher chance the confirmation never reaches you. Many organisation IT systems apply stricter security policies than personal email, particularly around filtering senders they have never dealt with before. Some reject the email at the gateway without even sending a bounce notice back, so neither side realises anything went missing.

If possible, ask your workplace's IT colleagues to check the mail log for whether an email from us arrived and was rejected — that view is usually clearer from their side than from ours, where we can only see that the message was sent out. For future purchases, using a personal email address that does not pass through an organisation's filtering system tends to reduce this problem.

Confirm whether the address you entered was correct

1. 1Look back at the receipt or payment confirmation screenIf you still have a screenshot or receipt from the payment step, check whether the email shown there matches what you intended to type. Sometimes browser autofill inserts the wrong value without you noticing.
2. 2Try signing in with the email you think you usedOpen the sign-in page and try the email you believe was used at checkout. If the system recognises it and the order appears, that was the right guess. If it says no account exists, try any other address you tend to switch between.
3. 3Check the domain spelling carefullyMake sure the domain — the part after the @ — is spelled correctly down to the last character. A single misplaced dot or letter is enough to send the message nowhere at all.
4. 4Gather details before contacting the teamIf everything above checks out and the email still cannot be found, prepare the email used at checkout, the approximate time of payment, and the payment method used, then contact us so the order status can be checked from our side.

The bank shows a charge but the account shows no order

Sometimes a card statement or banking app shows a charge that went through, yet the orders page in your account has no matching entry. This can happen when the entry in the banking app is only a temporary hold rather than a completed charge, which later gets released automatically because the payment never finished verification — and it never becomes an order in our system.

If the entry is a genuine completed charge — not merely pending — and several business days have passed without any matching order in your account, that is the point to contact our team directly with proof of the charge from your bank, so we can check whether that transaction reached our side and take the appropriate next step.

Do not order again if you are still unsure

After waiting a while with no email and no visible order, the first instinct for many people is to place the order again just to be safe. But if the first order already succeeded and only the email is running late, ordering again means paying twice for nothing. The safer path is to confirm through the account's orders page first, or ask the team to check the status rather than guessing.

• Checked spam, promotions, and every other folder in your inbox
• Signed in with the email you think was used at checkout and viewed the order history page
• Tried other addresses you commonly switch between if the first one shows no account
• Checked the banking app for whether the entry is a real charge or just pending
• Prepared the email address, payment time, and payment method ready before contacting the team

See how to install the eSIM once the QR arrives

If you are already travelling and need the connection urgently

The most stressful version of this is landing and waiting for connectivity while the email still has not arrived. In that situation, check the account's orders page first, since the installation details are usually already complete there whether or not the email shows up. If airport or hotel Wi-Fi is reachable, use it now to sign in and install directly without waiting for the email.

If there is no Wi-Fi available at all and no installation email in hand, the workaround is to briefly borrow a connection from a travel companion or use a public internet point at the airport to sign in temporarily, since installing an eSIM almost always needs at least one internet connection before it can work. In the meantime, sending us a message on LINE in parallel lets the team check the order status.

When to contact us, and what to tell us

If everything above has been checked and there is still no email and no order, the next step is to contact us directly through LINE or email. Preparing the details in advance makes checking much faster. What to have ready: the email used at checkout, the approximate date and time of payment, the payment method used such as a card or another method, and if available, proof of the charge from your bank.

What to do to avoid this the next time

Before confirming payment next time, take a couple of extra seconds to re-read the email address entered and make sure there is no typo, especially if the browser autofilled it — sometimes it repeats an old, mistyped address without you realising. Using a personal email rather than a work address also reduces the chance of being blocked by an organisation's filtering system.

If possible, add our email address to your address book or trusted contacts list in your email system ahead of time. This reduces the chance that a spam filter will catch our messages in future, and makes the next order confirmation more likely to land straight in the main inbox.