Read the fulfilment state on your order page, because payment and eSIM issuance are tracked separately and the order may still be processing at the supplier. If it stays in processing longer than the order page states, contact us with the order number: we check with the supplier, and if the profile genuinely cannot be issued we refund you.

Buying without an account is fine, and the order stays tied to the address you entered at checkout. Sign up with that same address and the earlier order is pulled in automatically. If you cannot remember which address you used, search all your mailboxes for the word eSIM or the order number, and if it is still missing, contact us with the date and time of payment.

Go by the window stated on your own order page, since plans come from different suppliers and do not all take the same time. If that window passes with no movement, contact us with the order number, the email used and the time of payment. What not to do while waiting is buy again, because that becomes two orders with two charges.

Yes. Contact us with the order number and the details that must appear on it, such as the registered name and whatever your finance team requires, and we will issue the document from what you give us. For ordinary cases that do not need a particular format, the order confirmation email already serves as proof of payment.

Talk to that seller directly, because the purchase contract, the delivery and the refund are theirs. Use the route in their own confirmation email. Such an order does not appear in your account with us because it never happened in our system. If you genuinely cannot reach them, tell us and we will help point you in the right direction.

Yes. Send us the order number, the address you actually typed and the correct one. We confirm that you own the order before sending installation details to the new address. That check exists so activation data never reaches someone else, since whoever receives a QR first can install it first.