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
Check My eSIMs and Orders in the SimFuse app before buying again. An email delay does not necessarily mean the eSIM is missing. Check the account Use the account or sign-in method you used for the purchase. If you bought in the app before linking an account, keep using that app session. Do not sign out or reinstall the app to troubleshoot a missing purchase. For a website purchase under a different email, open Settings and use Add a purchase from the website, where available. Verify the address from your receipt. See "Sign in with Apple and hidden email addresses". Check the order status Payment and eSIM delivery are separate steps. A pending or processing order is not proof that delivery failed. Refresh the order using a working internet connection. If the eSIM is still missing, open support from the relevant order and describe what happened. Include the order ID if it is not already attached. We can check payment and delivery before advising the next step. Do not place the same order again while its status is unclear.
My order confirmation email never arrived
If your eSIM appears in the app, you can open its installation instructions without waiting for an email. See "Find your QR code and activation details again". Check the mailbox used for the purchase 1. Search all folders for SimFuse, including spam and promotions. 2. Check the receipt or account for the email address used. An app guest purchase may not have an email address attached yet. 3. If you used Sign in with Apple, check that mail forwarding for the hidden address is enabled. 4. For a work address, check whether your mail system quarantined the message. Do not create a second account or buy again just to receive an email. Still missing? Contact support from the app and identify the order. We can check delivery and whether the email can be resent. Installation emails contain access details, so sending them to a different address may require an ownership check.
Find your QR code and activation details again
Open My eSIMs, select the eSIM and open its installation instructions. You can also check the relevant order on the website or its installation email. QR code or manual entry Use the installation method offered for your device. If manual details are available, copy the SM-DP+ address and activation code exactly into the phone's Add eSIM flow. Only enter a confirmation code if one is supplied. If the QR code is on the same phone, use direct installation, a supported image/QR option, manual entry, or display the code on another device. Before installing again Check your phone's SIM settings first. If the profile is already installed, enable that line instead of scanning again. Reopening a QR code does not make it reusable or extend its validity. See "This code is no longer valid". Keep the QR code and activation details private. Do not post them in screenshots or share them with anyone who should not install the eSIM.
Where do I find my order ID?
Open Orders in the app or on the website and select the purchase. Look for the order reference. It may also appear in your confirmation or receipt email. Asking for help Starting support from the order can attach its context. Copy the reference if support asks for it, especially when discussing more than one purchase. If you cannot find the order ID, tell us the destination, approximate purchase time and the sign-in method or receipt email you used. We may need to verify ownership before sharing account details. For a payment problem, support may ask for the amount, currency and last four card digits, or a crypto transaction hash. Never send a full card number, card security code, password or wallet recovery phrase.
Your order history and receipts
Open Orders in the app or on the website and choose a purchase to see its status and details. Deleting an eSIM from your phone does not cancel its order. A top-up is a separate purchase even when it adds service to an existing eSIM. Check its own order when tracing a charge. Receipts Paid, delivered orders can have a downloadable receipt. An unpaid order, an uncaptured payment hold or a free order may not have one. See "Get an invoice or receipt". A purchase is missing Check that you are using the same account as the purchase. For a website receipt under another email, use Add a purchase from the website in the app's Settings where available. An order is unfamiliar Contact support and secure the sign-in method you use, such as your email, Apple or Google account. If a card charge may be unauthorised, contact your bank as well. Do not share sign-in codes in a support message.