The app and your phone are showing two different things: the app knows the plan was issued, while your phone shows profiles it has actually downloaded.
Look in the right place
iPhone and iPad: Settings, then Cellular or Mobile Data. Installed eSIMs are listed with your other lines, and the label may be a generic one rather than SimFuse.
Android: Settings, then Network and internet, then SIMs. Wording varies by manufacturer.
Check the label
An eSIM can install under a name that means nothing to you, such as a carrier name or "Secondary". If there is a line you do not recognise, that is probably it. If you are unsure, check its ICCID against the app. See "Find your ICCID or EID".
If it is genuinely not there
The app's "installed" state can be ahead of your phone if installation failed partway. Try installing again from the app.
If installing again gives an error
That tells you what happened. See "This code is no longer valid" if it says the code is spent, or "Cellular plan cannot be added".
Then contact us
With your ICCID, your phone model and its software version. We can see whether the profile was ever downloaded, which settles it.