Sunrise Prepaid eSIM paid and account created, but “No active products”

Mashiro

Hi Sunrise Team,

I recently purchased a Sunrise Prepaid eSIM and completed the registration process.

My Sunrise account has been created successfully, and I already have a Customer Number. However, when I log in to My Sunrise, it shows “No active products”. I cannot see any mobile number, prepaid product, or eSIM QR code in my account.

Could you please check whether my prepaid eSIM order was successfully created and linked to my customer account?

I would especially like to know whether:

- a Swiss mobile number has already been assigned,

- the eSIM profile has already been generated,

- the order is still pending activation/provisioning,

- any additional CHF 20 top-up is required, or

- the order has been cancelled.

I am currently abroad, so I cannot visit a Sunrise shop.

I can provide my Customer Number and any other account details by private message if needed.

Thank you very much for your help.

Cosmo24

Welcome to the community, Mashiro!

This is a customer-to-customer forum. We do not have access to internal systems to check your account or order status.

For Prepaid eSIM orders, the activation usually completes once the identity verification is processed. According to active forum solutions on the Wie viel kostet die eSim Digital Voucher bei Sunrise?, a first top-up of at least CHF 20 is required within 48 hours to activate the prepaid profile. Without this step, the products might not show up under active subscriptions in My Sunrise. The linked thread is in German, so using the built-in translation function of this platform can help.

If this does not work and since you are currently abroad, you could try using the Sunrise live chat on the official website to reach support for free. With a working telephone, calling the support hotline (+41 58 777 01 01) is another option, though international call charges will apply. Alternately, @Daniele_Sunrise can look into your profile details next week as soon as he is back.

Cheerio, cosmo

Daniele_Sunrise

Mashiro Welcome to the community!

I see that you contacted our customer service team. They should have provided you with all the relevant information regarding the activation of your eSIM.

Greetings
Daniele