Orders and delivery
Finding your eSIM after you buy, missing confirmation emails, and orders that have not arrived yet.
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.
My order confirmation email never arrived
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.
Find your QR code and activation details again
Your QR code does not expire when you close the page. It stays with the order, and you can open it as many times as you need. In the app Open the app, go to your eSIMs, and choose the eSIM. The QR code and the manual details sit on that screen, together with the installation steps for your device. On the website Sign in, open your orders, and choose the order. The same details are there. In the order email The confirmation email contains the QR code and the manual details. Search your mailbox for "SimFuse". Manual details instead of a QR code If you cannot scan (for example you are installing on the same phone that is showing the code), use the manual details on the same screen: - an activation or SM-DP+ address - an activation code Enter those by hand instead of scanning. See "Install on iPhone by entering the details manually" for where they go. One thing to know A QR code can normally only be installed once. If yours has already been used, scanning it again gives an error rather than a second eSIM. See "This code is no longer valid".
Where do I find my order ID?
Your order ID is the fastest way for us to find your purchase, so it is worth having ready before you contact us. In the app Open your orders and choose the order. The ID is shown at the top of the order. On the website Sign in, open your orders, and choose the order. In your email It is in the subject line or the body of your order confirmation. If you cannot find it Do not worry about it. The email address you used at checkout is usually enough for us to find the order, especially if you also tell us: - roughly when you bought - the destination - the last four digits of the card you used, if you paid by card If you paid with crypto, the transaction hash identifies the payment exactly.
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.