Frequently Asked Questions:

What if my payment has failed?

There may be several reasons for why payment for an order has failed. Reach out to our Customer Service Team via email: hello@esimone.com with subject 'Fail Payment' and provide your details and/or screenshot of trouble (if can)

Where is my order confirmation number?

An order confirmation number is only generated for online orders - once you've successfully placed your order online, you will receive an email containing the details of your order.

Did not receive your Order Confirmation?

Let us help you! Contact our Customer Service Team via email: hello@esimone.com with subject 'Order Checking'

Why does my order status show 'Payment Pending'?

Typically, the 'Payment Pending' status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment.

Unable to reattempt payment or didn't get a payment failure email?

Please refrain from re-creating your order to prevent duplication! Get in touch with our Customer Service Team via email: hello@esimone.com with subject 'Payment Pending' and we'll send you a link for another attempt at payment!

Paid but order status has not been updated after 24 hours?

Our Customer Service Team can help to verify your payment and resend an order confirmation email. Please reach out to us via email: hello@esimone.com with subject 'Order Whereabouts' as the concern.

Do you process orders during Public Holidays?

Our eSIM processing procedure is an automated system, therefore you can still place your order, and receive it at anytime. If there are any issue from the process, please reach out to our Customer Support Department 24/7 through our hotline, email or directly through our Website eSIMone.com