I paid but didn't receive my eSIM: what now?

Delivery is effectively instant. Your eSIM is normally created within about a second of payment clearing, and the email — subject "Your Eflexsim eSIM is ready" — follows within a minute or two. If you have an account, the eSIM is already there regardless of the email: sign in and go to Account → eSIMs. If it's been more than 15 minutes and you can't find it in either place, please contact support rather than waiting. Delivery this late is not normal, and it's not something that fixes itself by sitting still.

Below: where to look first, how the delivery actually works, and when to stop waiting.

First: look in your account, not your inbox

If you have an Eflexsim account, the email is a convenience — not the delivery. The eSIM itself is in your account the moment it's created.

1. Sign in at eflexsim.com.
2. Go to Account → eSIMs.
3. Open the eSIM. The QR code and install instructions are there.

That's faster than debugging an email problem, and it works even if the email went to the wrong address entirely.

If you checked out as a guest, the email is your only copy — carry on to the steps below.

Then: check spam, and check the address

Search your mail for eflexsim, including Spam and Junk. On Gmail also check the Promotions tab. The first message from an unfamiliar sender is the one most likely to be filtered.

Then check which address you actually typed at checkout. A typo sends a real eSIM to a real-looking address that isn't yours. Your order confirmation went to the same place, so if that's missing too, the address is the likely culprit.

If you find the address was wrong, email support@eflexsim.com from the correct address with your order number and we'll resend.

How delivery actually works

Worth knowing, because it tells you what "late" means:

1. Your payment clears and our payment provider confirms it.
2. We order the eSIM from our network partner immediately — this is the step that takes about a second.
3. The delivery email is queued and sent, usually within a minute.

If step 2 doesn't succeed the first time, an automatic retry runs every two minutes until it does. So a temporary hiccup with our supplier costs you minutes, not hours, and needs nothing from you.

There is no manual review step. We do not hold orders for checking, and nobody has to approve your purchase before it's sent.

When to stop waiting and contact us

After 15 minutes, if it's not in your account and not in your inbox.

We know that's a short fuse compared to what most retailers tell you. It's deliberate. Every order we've ever taken payment for has been delivered, and the normal case is seconds — so a genuinely missing eSIM after 15 minutes means something specific went wrong, and the fastest fix starts with you telling us.

Waiting several hours only costs you time, and if you're at an airport it can cost you the trip.

Email support@eflexsim.com with:

• Your order number, or the date, time, and amount if you don't have it.
• The email address you used at checkout.
• The destination and plan you bought.

Was the payment actually taken?

Sometimes the eSIM is missing because the order never completed.

A pending or temporary charge is not a completed payment. Banks hold funds during a payment attempt and release the hold if the order doesn't go through — usually within a few business days, with no actual charge.

• Receipt email received (subject "Your receipt — Order [number]") → the order completed. Use the steps above.
• No receipt, only a pending hold on your card → the payment probably didn't complete. See what to do if your payment failed at checkout.
• A posted charge with no order at all → email support straight away with the date, amount, and last four digits of the card.

For install help, see iPhone install or Android install. For failed payments, see what to do if your payment failed at checkout. For finding past orders, see where to find your past orders.