Account and security
Signing in, changing your details, sign-in alerts, and what happens to your data.
My sign-in code did not arrive
This blocks everything else, so it is worth working through carefully. Check the obvious things first 1. Search your whole mailbox for "SimFuse", not just the inbox. Promotions and other tabs catch these more often than spam. 2. Check spam or junk, and mark the message as not spam so future ones arrive normally. 3. Check the address for a typo. One wrong character sends the code nowhere, and the screen looks identical either way. 4. Wait a minute before requesting another. Each new request can invalidate the previous code, so asking repeatedly can mean none of them work. If you have several, use the newest. If it still does not arrive - Corporate mail filters strip messages with sign-in links fairly often. Try a personal address. - A hidden Apple address may be filtering it. See "Sign in with Apple and hidden email addresses". - Poor connection. The mail is sent regardless, so check the same mailbox on another device. If you signed up with Apple or Google Use that same button rather than asking for a code. An account created that way may not have a password at all. Still locked out Contact us from any address and tell us which address the account uses. See "How to reach support, and what to send us". We will verify the account is yours before changing anything, so expect to be asked about recent orders.
Sign in with Apple and hidden email addresses
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.
Change your email, password, currency or language
All of these are in your account settings, in the app or on the website. Email address Change it in your account settings. Your orders and eSIMs stay with the account, so nothing needs moving. Confirm the change from the new address when we ask, otherwise the old one stays in place. Password Change it in your account settings. If you signed up with Apple or Google, there may be no password to change, and you sign in with that button instead. Currency Change it in your account settings before you order. The catalog re-prices and checkout charges in the currency shown. Note that any wallet balance stays in the currency it was added in. See "Wallet balances in more than one currency". Language Change it in your account settings. This affects the app and the emails we send. What does not change retroactively Invoices already issued keep the details that were correct at the time. If you need one reissued with new details, see "Add a company name and VAT number".
New sign-in alerts and trusted devices
We tell you when your account is signed in to from somewhere new. Most of the time it is you, and the alert is simply confirmation. When it is you Signing in from a new phone, a new browser, or after clearing your cookies all count as new. A VPN also makes a familiar device look unfamiliar, since the location changes. When it is not you 1. Change your password immediately. 2. Check your orders for anything you did not buy. 3. Check your wallet balance and its history. 4. Contact us and say the account was accessed by someone else. What we will do Sign the account out everywhere and help you secure it. If anything was bought that was not yours, we will deal with that too. You are not expected to pay for someone else's use of your account. Reducing the noise Use the same sign-in method every time and stay signed in on the devices you actually use. Alerts are only useful if they are rare enough to notice.