eSIM Access Not Received

If you completed your purchase but have not received your eSIM QR code or activation code, work through these steps before contacting support.

Check your email

The eSIM details are sent to the email address used at signup. Check:

• Your main inbox

• Spam, junk, and promotions folders

• Any email aliases or secondary inboxes linked to your account

Check the app

Open the app and go to My Plan, Order, or Subscription details. The QR code may be displayed there directly rather than by email.

Check for a delay

Delivery is usually instant, but can occasionally take up to 15 minutes during high traffic periods. Wait a few minutes and try refreshing the app or inbox before raising a support request.

QR code has expired

request a new one through the app or contact support.

Still not received?

Raise a request through the app. Include: the email address used at purchase, the order or subscription reference, and the device model you are trying to install on.

This article doesn't cover:

Installation →How to install your eSIM — iPhone / Android / Samsung

eSIM not activating →My eSIM is not activating — troubleshooting guide