Dear Sunrise Customer Support,
I recently attempted to purchase a Sunrise Prepaid Airbag eSIM through your online ordering system. I completed the payment using a Visa card and successfully finished the identity verification process, including scanning my passport and completing the facial recognition.
However, after completing the verification, the webpage displayed the following message:
“You’re just one step away! To finalize your order, please return to the tab containing your personal information in the order form and confirm your details.”
Unfortunately, I was unable to return to the original order page, and the order does not appear in my Sunrise dashboard. I also did not receive any email containing the eSIM QR code or an order confirmation.
Additionally, when I attempt to log in to My Sunrise using my email address, the system indicates that a valid Swiss mobile number is required. Since the order was not finalized and no Swiss number has been assigned, I am unable to access the account.
At the same time, my Visa card appears to have been charged for the order.
Could you please help me check whether the order was successfully created? If the order was not completed, I would appreciate your assistance in either issuing the eSIM or arranging a refund for the payment.
Thank you very much for your assistance. I look forward to your reply.
Best regards,
Yinqiao
