Paid but no esim received

Pendo

Hello, I ordered a Sunrise Prepaid eSIM. My identity check has successfully passed on the dashboard, and my payment of CHF 19.90 was processed. However, I have not received my eSIM QR code in my email, and my dashboard shows Mobile (0). I am currently abroad and unable to call your hotline

Xydocq

hello Pendo

Welcome to the community.

The community is a place where users help other users. We’re not able to help with your issue. We don’t have access to look into any account.

If you’re unable to call, you can try the contact form. Maybe you’re lucky and the eSIM does show on MySunrise.

Daniele_Sunrise

Pendo Welcome to the community!

I can see that your eSIM has been created, as there are still 19 eSIM downloads available. The system is also waiting for another top-up of CHF 20, as a SIM change has likely taken place or the initial payment of CHF 19.90 did not go through.

In any case, the system is waiting for you to top up another CHF 20. Please note that both the first amount you topped up and the second will be credited to your card and can be used for calls and data.

Greetings
Daniele

Pendo

Daniele_Sunrise thank you so much 😍