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Orders and delivery
Finding your eSIM after you buy, missing confirmation emails, and orders that have not arrived yet.
Payment problems
Declined cards, charges you did not expect, and payments that failed halfway.
Refunds and cancellations
When a plan can be refunded, how to ask, and how long the money takes to come back.
Invoices and tax
Receipts, proper invoices for expenses, company details and tax.
Account and security
Signing in, changing your details, sign-in alerts, and what happens to your data.
Plans, usage and top-ups
Checking what is left, adding more data, and how validity and speed limits work.
When something is not working
Installation errors, no connection, slow data, and the exact error messages your phone shows.
Referrals, partners and payouts
Referral credit, discount codes, and everything about the SimFuse partner programme.
Reaching us
How to get help, what to send with your first message, and when to expect a reply.
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My order confirmation email never arrived
If your eSIM appears in the app, you can open its installation instructions without waiting for an email. See "Find your QR code and activation details again". Check the mailbox used for the purchase 1. Search all folders for SimFuse, including spam and promotions. 2. Check the receipt or account for the email address used. An app guest purchase may not have an email address attached yet. 3. If you used Sign in with Apple, check that mail forwarding for the hidden address is enabled. 4. For a work address, check whether your mail system quarantined the message. Do not create a second account or buy again just to receive an email. Still missing? Contact support from the app and identify the order. We can check delivery and whether the email can be resent. Installation emails contain access details, so sending them to a different address may require an ownership check.
📦 Orders and deliveryI paid but no eSIM arrived
Check My eSIMs and Orders in the SimFuse app before buying again. An email delay does not necessarily mean the eSIM is missing. Check the account Use the account or sign-in method you used for the purchase. If you bought in the app before linking an account, keep using that app session. Do not sign out or reinstall the app to troubleshoot a missing purchase. For a website purchase under a different email, open Settings and use Add a purchase from the website, where available. Verify the address from your receipt. See "Sign in with Apple and hidden email addresses". Check the order status Payment and eSIM delivery are separate steps. A pending or processing order is not proof that delivery failed. Refresh the order using a working internet connection. If the eSIM is still missing, open support from the relevant order and describe what happened. Include the order ID if it is not already attached. We can check payment and delivery before advising the next step. Do not place the same order again while its status is unclear.
💳 Payment problemsThe payment failed but I was charged
A failed checkout screen does not tell you whether the payment failed. Your bank may show a pending hold, a completed charge or a payment awaiting an update. Check both sides 1. Open Orders in SimFuse and check the purchase and delivery status. 2. Check whether the bank entry is pending or settled. 3. Note the amount, currency and time. Do not pay again while the result is unclear. Pending hold A hold reserves money without necessarily completing the charge. Depending on the order, it may be captured later, cancelled or expire. The bank controls when a released hold disappears from your available balance. Settled charge but no eSIM Contact support with the order reference and payment details. We will check delivery and the payment before confirming whether it needs completion, a refund or another action. A bank entry alone does not establish the outcome. If a refund has already been issued, its arrival depends on the payment method and bank. Do not submit a second cancellation just to ask about refund progress.
💳 Payment problemsThere are two charges on my statement
Two bank entries can be separate payments, a pending hold and a settled charge, or a payment and an adjustment. Compare their status with Orders before buying again. What to check - Are both entries settled, or is one still pending? - Is there one order or more than one? - Do the amounts and currencies match? - Did you buy a top-up or add more than one plan? If two settled charges appear to belong to one purchase, contact support so we can check the payment records. If you placed two orders, tell us which eSIM you want to keep and avoid using the other while its cancellation eligibility is checked. Different amounts are not automatically an exchange-rate difference. Your bank may also list fees or adjustments separately. Send the dates, amounts, currencies and order references. Redact unrelated transactions and full card details from screenshots. We will confirm any refund after checking the records.
📦 Orders and deliveryYour order history and receipts
Open Orders in the app or on the website and choose a purchase to see its status and details. Deleting an eSIM from your phone does not cancel its order. A top-up is a separate purchase even when it adds service to an existing eSIM. Check its own order when tracing a charge. Receipts Paid, delivered orders can have a downloadable receipt. An unpaid order, an uncaptured payment hold or a free order may not have one. See "Get an invoice or receipt". A purchase is missing Check that you are using the same account as the purchase. For a website receipt under another email, use Add a purchase from the website in the app's Settings where available. An order is unfamiliar Contact support and secure the sign-in method you use, such as your email, Apple or Google account. If a card charge may be unauthorised, contact your bank as well. Do not share sign-in codes in a support message.
💬 Reaching usHow to reach support, and what to send us
In the SimFuse app, open Settings > Help and support > Chat with us, or use the support option attached to an order or eSIM. You can also email [email protected]. Tell us what happened For a connection issue, include your country or city, the exact error and what you already tried. For a purchase or refund question, identify the order or eSIM you mean, especially if you have several. App support can carry account, order and device context. You do not need to paste everything again in your first message. We will ask for missing details when needed. Other channels may require an ownership check before we access account information or make changes. Captain and human support Captain is our AI assistant. It can guide troubleshooting and use available account tools when access is verified. If you need a person, ask in the same conversation so the history stays together. Share safely Redact unrelated personal details from screenshots. Never send passwords, sign-in codes, full card numbers, wallet recovery phrases or eSIM QR codes in a public post. Mention if you are already travelling without data. Response times can vary; keep follow-ups in the same conversation.