忘记账户密码了怎么办？
- 1
- 2
- 3
- 4
- 5
| What is happening | Most likely cause | What to do |
|---|---|---|
| Approach | How it works out in practice |
|---|---|
常见问题
Can support tell me my old password?+
No, and that is a technical fact rather than a policy choice — passwords were never stored in a readable form. What we can do is help you set a new one through the account's email address. If anyone contacts you offering to reveal your old password, or asking you to state it, that is not us.
Will resetting the password disconnect the eSIM I already installed?+
No. An installed profile runs independently of the website login. Changing the password does not affect the connection, the remaining data, or the plan's validity. Your data keeps working during and after the reset.
I requested the link several times and now I do not know which one works+
Use only the newest message, since each new request normally invalidates the earlier links. If you are unsure which is newest, sort by the time received and open just that one — then avoid requesting another until you have finished the steps on that page.
The account uses a former work email I can no longer access+
The right order is to try recovering that mailbox with its provider or the organisation's IT first, because every reset path depends on the account's email. If it is genuinely gone, write to us with the order number, purchase date and whatever payment details you have. We will look into it, but ownership has to be established first — otherwise anyone could claim anyone's account.
I am abroad with no data yet — how do I reset?+
Use whatever Wi-Fi you can find — airport, hotel or café — and complete the whole flow in one session, including the confirming sign-in. A few minutes of a travelling companion's hotspot is also enough. And if all you want is to install the eSIM, check the order confirmation email first: in many cases you can install straight from it without signing in at all.