They are different. The order reference identifies your purchase to the shop so it can be looked up and its status checked. The installation code or QR downloads the profile onto a handset and is normally single-use, which is why it should never be posted publicly. Send the order reference first when you contact support, and share installation details only if the team asks.

Not necessarily. The message may have been filtered into promotions or spam, or the address may have had a typo at checkout. Search broadly, sign in to view your order history, and check whether the payment was actually taken. If money left your account but no order appears, contact us with the date, time and amount.

The order reference is an identifier, not a password. Sending it to the team through the channels published on this site is safe and necessary for us to help. What you should never send anyone is your account password, a one-time code, or full card details. We never ask for those; if someone does, stop and reach us yourself through the LINE or email address on the site.

Three things: the order reference, a note of which countries the plan covers and when it starts, and how to reach us, which is LINE at https://lin.ee/skDPoNx (@esimonline) or email at esimonline.asia@gmail.com. Best of all, install the profile for them at home while there is wi-fi, and put everything in one note on their phone.

Yes. An eSIM profile is bound to the handset it was installed on, so moving it is not like swapping plastic and always goes through the provider's process. What speeds things up is the order reference, the models of both the old and the new phone, and a short account of what happened to the original. What is possible then depends on that plan's terms.