You do not need the email to use your eSIM. Everything in it is also in the app, under your eSIMs. Install from there and you are connected. See "Find your QR code and activation details again". If you would still like the email, work through these in order. 1. Search your whole mailbox, not just the inbox, for "SimFuse". Filters and promotions tabs catch it more often than spam does. 2. Check the spam or junk folder and mark the message as "not spam" so later ones arrive normally. 3. Check the address for a typo. One wrong character at checkout sends the email nowhere. If you can sign in and see the order, the address on the account is the one we used. 4. Check whether you used a hidden email address. Sign in with Apple can create a relay address, and mail sent to it can be filtered before it reaches you. 5. Corporate mail filters strip messages with links fairly often. A personal address avoids this. Once you can sign in, you can resend the details to yourself from the order at any time. If none of the above works, contact us and we will send it to an address of your choice.

📦 Orders and delivery

I paid but no eSIM arrived

Almost every "no eSIM arrived" case is one of three things, and the first two you can fix yourself in a minute. 1. Check the app first, not your inbox Your eSIM is delivered to your SimFuse account, not only by email. Open the app, sign in with the same address you used at checkout, and look under your eSIMs. If it is there, the email is simply lagging and you can install straight from the app. If the email never turns up at all, see "My order confirmation email never arrived". 2. Check you are signed in to the right account If you checked out as a guest, or signed in with Apple and used a hidden email address, the order may sit under a different address than the one you are looking in. See "Sign in with Apple and hidden email addresses". 3. If it is genuinely not there Payments and provisioning are separate steps. A payment can succeed while the eSIM is still being issued, which normally resolves on its own within a few minutes. If it has been longer than that, contact us with: - the email address you used at checkout - your order ID, if you have it - the destination and plan you bought See "How to reach support, and what to send us". We can see the order on our side and either finish issuing the eSIM or refund it. You do not need to buy a second one, and please do not, because that creates a duplicate we then have to unpick.

📊 Plans, usage and top-ups

Check how much data you have left

In the app Open the app and choose your eSIM. It shows the data remaining, the data used, and how long the plan has left to run. This figure comes from the network rather than from your phone, so it is the one to go by. Refreshing it Pull to refresh on the eSIM screen. Usage is reported by the network on its own schedule, so the number can lag behind what you have actually just used, particularly right after a large download. Your phone's own counter Your phone also counts data per line, in its cellular settings. It is useful for a rough sense between refreshes, but it counts differently from the network and it keeps counting until you reset it manually. Do not use it to decide whether you have run out. See "Why our usage figure differs from your phone's". Running low Top up before you hit zero if you are relying on the connection. Buying a top-up needs a connection of its own, which is much easier to do while you still have one. See "Top up a plan that has run out".

📦 Orders and delivery

Your order history and receipts

Every order stays in your account, including ones for eSIMs you have already used up or deleted from your phone. Where to look In the app, open your orders. On the website, sign in and open your orders. Each entry shows the date, the destination, the plan, what you paid, and the payment method. What an order contains - the plan or plans you bought - the eSIM or eSIMs it produced, with their current status - any top-ups added to those eSIMs later - the receipt Receipts and invoices A receipt is available on every order. If you need a proper invoice, with a company name and tax details on it, see "Get an invoice or receipt". Orders you do not recognise If you see an order you did not make, change your password and contact us straight away. If it is a charge on your statement you do not recognise but there is no matching order, see "What our charge looks like on your statement" first, because the descriptor may not be obvious.

💳 Payment problems

There are two charges on my statement

Two lines on a statement usually means one payment and one hold, not two payments. Check this first Look at whether each line is pending or settled, and compare against your orders in the app. - One settled charge, one pending line, one order. The pending line is a failed attempt that was held and will fall away on its own. See "The payment failed but I was charged". - Two settled charges, one order. Contact us. We will refund one. - Two settled charges, two orders. Both went through. This happens when a payment appears to fail and is tried again. If you only need one plan, we will refund the other. It helps if the eSIM from the one you do not want has not been installed. Amounts that do not match exactly If the two amounts differ slightly and you paid in a currency other than your own, the difference is your bank's conversion rather than a second purchase. See "I was charged in a different currency than I expected". What to send us The date and amount of each line, whether each is pending or settled, and the last four digits of the card. That is enough for us to match them to orders and refund the right one.

💳 Payment problems

The payment failed but I was charged

This is almost always an authorization hold rather than a real charge, and no money has actually left your account. What is happening When you pay, your bank first sets aside the amount and tells us it is available. That is an authorization. We only capture it if the order succeeds. If the order fails, we never capture, but the hold can still be visible in your banking app for a while. You can usually tell them apart: a hold shows as pending or reserved, while a real charge is settled. How long it takes to disappear Your bank releases the hold on its own. How long that takes is entirely up to them and can be several days. We cannot speed it up, because there is nothing on our side to reverse: a hold that was never captured is not a payment we can refund. What to do 1. Check whether you actually received the eSIM. If you did, the payment succeeded and the charge is correct. 2. Check whether the line on your statement is pending or settled. 3. Do not order again while you are unsure, because that can create a second hold. If it settled and you got nothing That is a real charge without an order, and we will refund it. Contact us with the date, the amount, and the last four digits of the card. See also "I paid but no eSIM arrived".