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.
Our system guards against a repeated submission of the same checkout, but two genuinely separate purchases are recorded as two orders, as they happened.
Placing the same order twice by accident happens more easily than it sounds, especially when rushing to buy a plan before boarding, or when the internet connection is shaky. The payment screen can hang unusually long, leading you to tap again thinking the first attempt failed, or a page refresh while waiting for the result quietly sends a fresh order through without you noticing. Whatever the exact cause, the outcome is the same: two orders for the same plan showing up in the system.
This page explains what to do the moment you notice this mistake, why not installing the profile from the unwanted order matters more than it might seem, and how we go about checking things once you contact us. We write this without promising in advance that a refund or cancellation is always possible, since that depends on the policy set by the supplier behind that particular plan.
How to recognise this has happened
The sign that you may have double-ordered is receiving two confirmation emails for the same plan within a short span of time, or seeing the same item appear twice in a row in your order history. Sometimes it shows up as your card being charged twice in close succession, even though you only meant to buy once.
If unsure whether this is genuinely a duplicate, check both order numbers first. If the numbers differ but the plan details, price, and purchase time are very close together, that is a fairly clear sign of an accidental duplicate order.
Why not installing the unwanted profile matters
Every eSIM profile becomes bound to the device the moment it installs successfully, and most cannot be transferred or reset back once that happens. As long as the profile from the unwanted order is not installed, the options for handling it stay wide open — cancellation, a refund request, or keeping it for a future trip. But the instant it is installed, those options narrow sharply, because the profile is technically considered used, even if the actual line has never been switched on.
Common causes behind a duplicate order
A payment page that hangs unusually long is the most common cause. When the payment system takes longer than usual to process, many people assume the first attempt failed and pay again right away, when in fact the first one is still processing and clears successfully later, resulting in two successful orders at once.
Another cause is refreshing the page or hitting the browser's back button while the payment page is still submitting, which can sometimes get interpreted as a fresh order request. In other cases, an unstable internet connection causes the screen to appear frozen with seemingly nothing happening, while the first order has already gone through quietly in the background.
The first thing to do the moment you notice
The moment you notice a possible duplicate, stop taking any further action first. Do not place yet another order trying to fix it yourself, and do not open the confirmation email for the suspected duplicate to tap the QR code inside it. Keep both order numbers on hand first, usually found in the confirmation emails or in your account's order history page.
Then contact us right away with both order numbers. The sooner it is reported, the better the chance we can check and coordinate with the supplier before either order gets used or expires.
Information worth preparing before contacting us
- Both order numbers
- The approximate time each order was placed
- Screenshots of both confirmation emails, if available
- A clear note on which order has not been installed
- The payment method used for both orders
How we check and proceed once notified
Once notified with both order numbers, we first confirm that both are genuinely the same plan, purchased close together in time, and which one has not had its profile installed. We then coordinate with the supplier behind that plan to check what options are actually available, such as cancelling the uninstalled order and refunding it, or keeping it for a future trip instead.
The outcome differs case by case, since it depends on each supplier's own policy. Some allow cancellation as long as installation has not happened; others carry additional conditions. We cannot guarantee in advance that a refund is always possible, but we can guarantee checking it through fully with the information available, and reporting back the outcome either way.
If both profiles were already installed before you noticed
If both profiles were accidentally installed before realising it was a duplicate, still contact us. The available options will simply be narrower than the case where nothing was installed yet, since both profiles are technically considered used at that point. We will still check with the supplier what help is possible in that situation, though it is worth being upfront that outcomes here tend to be more limited than when contacted before installation.
Preventing this from happening again next time
The most direct prevention is tapping the pay button once and waiting until the screen shows a clear result, even if it feels slower than expected, especially when the internet connection at that moment is unstable. Avoid refreshing the page or pressing the browser's back button while waiting for the payment result, without exception.
After paying, check the confirmation email or order history before buying the same plan again, to confirm whether the first attempt actually went through, before deciding to purchase anew. This step significantly reduces the chance of a duplicate order on trips where a plan needs to be bought in a hurry before boarding.
Steps to follow when a duplicate order is found
- 1Stop taking further action immediatelyDo not place another order, and do not open the QR code of the suspected duplicate.
- 2Collect both order numbersFound in the confirmation emails or the order history page in your account.
- 3Check which order has not been installedCheck the phone's cellular list to see which profile has already been installed.
- 4Contact us with all the informationMessage us on LINE or by email with both order numbers and a note on which one is uninstalled.
- 5Wait for the check with the supplierWe will update you on progress and the outcome once we hear back.
Summary table: situation and what to do
| Situation | What to do |
|---|---|
| Neither profile installed yet | Contact us right away with both order numbers |
| One profile installed, the other not | Do not install the remaining one, and contact us right away |
| Both profiles already installed | Still contact us, though options will be narrower |
| Unsure whether it is a genuine duplicate or just a display glitch | Check both order numbers before concluding either way |
Checklist before contacting us
- Have not installed the profile from the unwanted order
- Both order numbers are already on hand
- Confirmed both are genuinely the same plan
- Noted the approximate time each order was placed
- Prepared screenshots of confirmation emails, if available
If it's still unclear whether this is a genuine duplicate
If it's unclear whether what you see is a genuine duplicate order or simply a confirmation email that arrived twice due to an email-delivery delay, do not jump to a conclusion on your own. Message us on LINE at https://lin.ee/skDPoNx (@esimonline) or by email at esimonline.asia@gmail.com with the order number in question, and we will check the system to see how many orders genuinely exist before you decide what to do next.
Asking first before taking any action of your own is almost always better in this situation, since installing a profile before being sure can needlessly narrow the options available, when in fact there may not even be a genuine duplicate at all.
Ordering twice happens to careful people as often as to hurried ones, because the usual cause is not carelessness but the few seconds where the screen says nothing after you press confirm. This page focuses on what comes after telling us straight away: what the entries on your bank statement actually mean, how to write the message so the matter closes quickly, what the options are for the order you do not want, and the things not to do because they make everything take longer.
One principle covers every case: the sooner you tell us and the more complete the information, the more options remain. Timing matters because an eSIM profile's status changes according to what you do with it, and once the status has moved, some options close by themselves — not because we do not want to help, but because certain things, once issued, cannot be recalled.
Read the statement correctly before panicking
Customers often see two lines in their banking app and conclude they were charged twice, when in fact they are looking at an authorisation and a settlement for the same purchase. Card systems work in two beats: first a hold that confirms the card is good, then the actual capture of the money. While the two have not yet merged, some banking apps display both at once. The tell is that the hold is usually marked as pending or processing.
We cannot tell you when your bank will merge the entries or release a lingering hold, because that timing belongs to each card issuer, not to the merchant. What we can check is the order side: how many orders exist in our system under your name, and what state each one is in. That answers the question more directly than guessing from a banking screen.
Two different amounts do not necessarily mean two different orders
If your card is issued in one currency and the charge lands in another, the figure on the statement may not match what you saw at checkout, and the hold and the settlement for the same purchase can appear as slightly different amounts because they were converted at different moments. A small discrepancy is therefore not evidence of two purchases.
The reliable evidence is the order number. Two confirmation emails carrying different numbers means two real orders. One email means it is worth asking the bank what the second line represents before concluding anything.
The unwanted order is still uninstalled — what are the options?
While a profile remains uninstalled, the options are considerably wider, and each fits a different situation. The first is to ask for the unwanted order to be cancelled — what is possible depends on the policy attached to that plan and on the supplier behind it, and we will check and tell you plainly. The second is to keep it for your next trip, which only works if that plan does not have to be started within a limited window. The third is to pass it to a travel companion heading to the same country.
Both the second and third route depend on one thing that must be checked first: when the plan's clock starts. Some plans begin counting at the first connection to a network; others begin on a date fixed at purchase. That difference decides whether saving it for later is sensible or simply throwing the money away. Do not guess — send us the order number and we will read it from that plan's own terms.
| State of the unwanted order | What is usually still possible | What has to be checked first |
|---|---|---|
| Paid, but the QR or install details have not arrived yet | The widest range of options, since nothing has been issued yet | Confirm these really are two order numbers, not one email delivered twice |
| The QR has arrived but has not been scanned | Cancelling, keeping it for later, or passing it on — depending on the plan's terms | How the plan counts its validity, and the supplier's own terms |
| Installed on a device but never connected to a network | Narrower, though some cases can still be sorted out | Whether the supplier's system already counts the profile as activated |
| Already used to some degree | Generally treated as service consumed | How much was used and when, both visible in the system |
The profile's state determines which options remain
How to write the message so it is settled in one round
Most cases drag on because information has to be requested back and forth. If the first message is complete, we can check immediately and reply with an actual answer rather than another question. The table below lists what the message should contain and why each item is needed.
| What to include | Why it is needed |
|---|---|
| Both order numbers | The most precise identifier, letting us find both at once without searching by name or email |
| The email used at checkout — and if the two orders used different emails, both of them | Duplicates sometimes come from two devices signed in to different accounts |
| A clear statement of which order you want to keep | So we do not have to guess, and do not act on the order you intended to use |
| Whether either profile has been installed, or neither has | Installation state determines every option, so we need it from the first message |
| Your travel date | If it is close, we prioritise your case and avoid approaches that take time |
| A screenshot of the statement lines, if the question is about the charge | Helps separate an authorisation hold from a real charge without another exchange |
The details that visibly shorten the whole process
Finish the message with one sentence saying what you want to happen — cancel the second order, or keep it for the next trip. Customers sometimes send everything except what they actually want, which forces another round of questions and loses time for no reason.
While you wait for our reply, what to do with the order you do want
Do not put everything on hold while you wait. If you know which order was the intended one, carry on with it as normal: install that profile before you travel, confirm the device sees the new line, and keep that order's email. Sorting out the unwanted order is a separate matter and does not affect the one you will actually use.
The one thing to watch is not mixing them up. Check the order number in the email each time before you scan, because two emails from near-identical orders look the same, and the QR images are indistinguishable by eye.
- 1Separate the two emails clearly from the startOpen both, read the order numbers, then flag or move the unwanted one to a separate folder. Do not delete it — it is still the reference until the matter closes.
- 2Install only the profile from the order you meant to buyFollow the normal installation steps, and re-read the order number on that email one more time before scanning.
- 3Send the message about the unwanted orderUse the table above as a template and send it on LINE at https://lin.ee/skDPoNx or by email to esimonline.asia@gmail.com. One channel is enough — there is no need to send the same thing twice.
- 4Do not place another order while the matter is openIf you are worried the correct order will not work, ask first. A third order placed while waiting leaves more open entries on your account and makes the check harder for everyone.
- 5Keep the conversation until the outcome shows on your statementEven after we confirm, anything on the bank's side follows the card issuer's own cycle. Keep the thread for reference until the figures match what was agreed.
Things not to do, because they lengthen the process
Raising a dispute with the bank before telling us usually slows things down rather than speeding them up. Once that process begins, the transaction is locked inside the issuer's procedure and there is less we can do on our side until it concludes. Telling us first is normally faster, and often avoids that route entirely.
Also avoid sending the same case through several channels at once. It becomes several cases in the system, possibly handled by different people, so replies arrive out of step and the picture gets more confusing rather than less. Pick one channel and keep replying in the same thread.
When the duplicate came from two people in the same family or team
This pattern is commoner than expected: you ordered, and the person organising the trip ordered again because they were not sure whether you had. Or a company travel desk bought for an employee who had already bought for themselves. These differ from a double-click in that the two orders usually use different email addresses and different payment methods, so they never appear as adjacent lines on any one statement.
When you report it, give both email addresses and say who placed which order, because we have to confirm the identity of the buyer before acting on an order. If the one to be cancelled was placed with someone else's email and card, that person should contact us themselves, or at least be part of the conversation.
When the two orders are not the same plan
Sometimes what happened was not a repeated click but two purchases of slightly different plans: one size bought first and another chosen after a change of mind, with the first order forgotten, or two different day-counts because the itinerary was not settled at the time. Here you must tell us plainly which one to keep, because nothing in the numbers reveals whether you meant to use the larger allowance or the longer validity.
If your route has changed since the first purchase, tell us the current plan as well. Occasionally the order you assumed you would discard is the better fit for the new itinerary, and keeping the right one from the start saves buying again mid-trip.
If you did not pay by credit or debit card
Each payment method has its own path when an unwanted order has to be handled. E-wallets, bank transfers, and platform payment services do not behave alike, and the timing of each belongs to that provider rather than to the merchant. We therefore do not quote a fixed timeframe, but we will tell you honestly which route your case takes once we have checked it.
What helps most is saying up front which method you used and attaching whatever proof that method issues — a slip or a transaction reference. Finding a payment made through a non-card channel relies on a different set of identifiers than a card payment does.
Small checkout habits that stop it happening again
The moment people click twice is when the screen keeps spinning after confirm. The feeling is fear that the payment failed, especially on a slow connection. What works is to give it a moment and check somewhere else instead: look in your inbox for a confirmation email, or open the banking app to see whether a hold appeared. Both answer the question faster and more accurately than pressing confirm again.
- Before confirming, check that the country, the data amount, and the number of days are what you intended
- After pressing, wait without pressing again and look for the confirmation email instead
- If the connection drops mid-payment, do not start a new order — check whether the first one went through
- If you are ordering for someone else, confirm with them first that they have not already ordered
- Keep confirmation emails in one folder so the number of orders is visible at a glance
- If you are unsure about an order's status, ask us before placing another
Vanliga frågor
I placed the same order twice by accident — what should I do first?+
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.
Is a refund for the duplicate order guaranteed?+
Not guaranteed in advance, since it depends on the policy of the supplier behind that plan, but we will check it through fully and always report back the outcome.
Can I still contact you if both profiles are already installed?+
Yes, still contact us, even though the available options will be narrower than if neither order had been installed.
How do I know if it's a genuine duplicate or just a repeated email?+
Check both order numbers first. If still unsure, message us with the order number in question and we will check the system before you decide.
How can I prevent a duplicate order next time?+
Tap pay once and wait for a clear result, avoid refreshing or the back button while waiting, and check the confirmation email before buying again.
Which channel should I use if I suspect a duplicate order?+
Message us on LINE at https://lin.ee/skDPoNx (@esimonline) or by email at esimonline.asia@gmail.com with both order numbers.
Two lines in my banking app but only one confirmation email — what does that mean?+
Usually it means you are seeing an authorisation and a settlement for the same purchase rather than two orders. Look for a line marked as pending. How long a bank takes to merge them is set by each card issuer and we cannot speak for it, but we can check the order side and tell you how many orders exist under your name.
If it cannot be cancelled, can I keep the second one for my next trip?+
Sometimes, depending on how that plan counts its validity and whether it has to be started within a set window — both of which vary by plan and by the supplier behind it. Send the order number and we will read that plan's own terms rather than guess.
I installed the wrong one — can it still be sorted out?+
Tell us at once, and do not delete the profile from the device yourself: deleting removes options and in many cases cannot be undone. What remains possible depends on whether the profile has connected to a network, which we can check from the order number.
Should I send you the QR image as well?+
No. The order number is enough for us to check and far safer. A QR is the key to a profile and should not be passed around unnecessarily. If we need anything more, we will say exactly what.
How can I reach you, and which channel should I use?+
On LINE at https://lin.ee/skDPoNx, by email at esimonline.asia@gmail.com, or by phone at 089-942-0818 / 088-521-6848. We take messages around the clock, every day. Choose one channel and continue in the same thread — sending the same case twice creates two cases and slows the reply down.
I only noticed the duplicate after arriving — is it too late?+
Always still report it. The options narrow once a profile has been used, but we will check the state of both orders and tell you honestly what remains possible. The important thing is not to install the remaining one while you wait, since that narrows things further.
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