When you sign in with Apple you can choose to hide your address. Apple then gives us a relay address that forwards to your real one. It works, but it creates two problems worth knowing about.
Your order emails may not arrive
Mail sent to a relay address can be filtered or delayed before it reaches you. Nothing is lost: your eSIM is in the app regardless of whether the email arrives. See "My order confirmation email never arrived".
You may end up with two accounts
If you bought once with a hidden address and later signed in with your real address, those are two separate accounts, and each one only shows its own orders. This is the usual explanation for orders that appear to have vanished.
How to tell which you are in
Open your account and look at the email address on it. A relay address ends in a domain you did not choose and looks like a random string.
Bringing orders together
Contact us with both addresses and your order IDs. We will verify the orders are yours and put them in one place. We ask for that verification specifically so nobody else can claim your purchases.
Going forward
Sign in the same way every time. If you prefer using your real address, use it consistently rather than switching between the two.