3 MIN READ
You placed an order, you are waiting for your eSIM email, and nothing has arrived. A missing email does not mean the eSIM was not issued, and it does not mean the payment failed. Here is where to look, depending on how you ordered.
Start with the payment status
Check the order and payment confirmation you have. If money was taken but the order status is unclear, write to support@choesim.com with your order number or order details so we can check. Please do not pay again for the same need.
If you ordered while signed in
Sign in to the account that placed the order and open My eSIMs. Once the eSIM has been issued, it is shown there whether or not the installation email arrived, together with the email status. If the order is still being prepared, note the status you see and send it to support. You do not need a different account to find an order placed by this one.
If you ordered without an account
For orders placed without an account, the eSIM is provided on the order confirmation page and by email, as described in our delivery policy. If the confirmation page is still open, check it and keep the order number somewhere private.
You do not need to sign in to an account you did not use when ordering. If you closed the page and have no email, send your order details to support and we will check the order. This article does not promise that creating a new account will show a guest order.
Check your mailbox
- Look in your spam or junk folder and any other filtered tabs in your mail app.
- Search for ChoEsim or your order number.
- Compare the address on your order with the one you meant to use, if you can still see it.
The installation email is sent to the address on the order, in English or Vietnamese depending on the language of your order. If the address was wrong or you cannot reach it, write to support. Please do not post your full address, order number or payment details publicly to ask for help.
Write to support with the right details
Write to support@choesim.com and include:
- Your order number or, if you do not have it, the order date and the plan name.
- The email address you used.
- Whether you ordered signed in or without an account.
- The payment and order status you see, and what you need checked.
If you send a screenshot, hide payment details and anything that is not needed. Do not send QR codes, activation details, passwords or one-time codes. Our team will check the order and decide the right next step; we cannot assume every order can be re-sent immediately.
Once you have your eSIM
Read the installation guide and the conditions of your plan before installing or activating it, and keep the QR code and activation details private.
If you want to know about refunds, read the refund policy. What applies depends on your case, including the difference between a full and a partial refund. Not receiving an email does not by itself decide whether a refund is due.