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.