Why haven't I received my eSIM or top-up yet?

Quick answer

Payment being confirmed starts the process of preparing your eSIM - it is not the same moment as the eSIM being ready. Once fulfilment actually succeeds, we email all installation methods available for your eSIM to the address you checked out with. This step is usually quick but is not guaranteed to be instant.

What to check

• Your inbox, including spam and any filtered folders, for the address you entered at checkout.
• Whether the payment actually completed. A pending bank authorisation is not a completed payment.
• Your order status at /app/orders, if you have an account.
• That you are looking at the right address. We send the installation email only to the exact address entered at checkout.

When no installation email is sent at all

We only send "your eSIM is ready" once fulfilment has genuinely succeeded and at least one usable installation method exists for that eSIM. If a purchase failed, is still being verified with the provider, or was refunded before it was ever fulfilled, no installation email is sent - because there is nothing to install yet. Contact us and we will tell you where the order actually stands.

For top-ups

A top-up attaches more data to an eSIM you already have, so nothing new appears to install. Check the remaining data on the existing eSIM at /app/esims rather than looking for a second eSIM.

Important

Do not place the order again. If a first order is still being fulfilled, buying a second may leave you with two packages and two charges. Contact us with the email address used and the approximate time of purchase, and we will check the order.

Still need help?

Email support@esimaze.com or message us on WhatsApp - both are listed on /help/contact. If you have an account, you can also raise a ticket at /app/support. Include your destination, device model, and what you have already tried.