First and most important: the QR code does not only live in the email. It is always available in your account, on the order page.
Check in this order
- Spam and promotions. Emails with images and QR codes often land there.
- Is the address correct. Your order number and the address you entered are on the confirmation page after payment.
- Order status. If payment did not complete, no eSIM is issued. In that case the order sits as unpaid and you can retry payment.
If the order is paid
Open the order page from the link you received after payment, or sign in to your account. The QR code, the manual entry details and the installation guide are all there.
If the eSIM is still being prepared
Issuing a profile usually takes seconds, but occasionally longer. The order page refreshes itself and shows the QR the moment it is ready.
When to contact support
If more than fifteen minutes have passed since a successful payment and there is still no QR code, send us the order number and we will issue it manually.