URGENT – Prepaid eSIM verification stuck pending

Weubautzasch59

Hello Sunrise_Team,

I urgently need help with my Sunrise Prepaid eSIM.

I have already completed the identity verification several times using my passport and selfie video. The verification process showed:

“This transaction has been completed.”

However, My Sunrise still shows:

“The verification of your identity document is pending”

and

“You have no active products.”

I have already paid for the Prepaid eSIM and a Swiss mobile number has been assigned to me, but I still cannot activate or use the eSIM.

Please could a Sunrise_Team employee check my identity verification directly in the system and manually approve/complete it as soon as possible?

Please do not ask me to repeat the identity verification again, as I have already completed it multiple times successfully.

I am currently outside Switzerland. I have already contacted telephone support several times, but unfortunately I cannot communicate effectively by phone in English.

I therefore urgently need written assistance through the Sunrise Community or private message.

I can provide my Customer Number, Sunrise mobile number, date of birth, home address and ZIP code by private message.

Thank you very much.

Cosmo24

Welcome to the community, Weubautzasch59!

We are a customer-to-customer forum, so we cannot look into the systems or manually approve your verification.

The activation process can take up to 48 hours. Sunrise requires a top-up of at least CHF 20.– within 48 hours after the request, regardless of your current balance, to complete the setup. Until this payment is processed or the activation window clears, the profile is not yet active. Calling the hotline from abroad (+41 58 777 01 01) is expensive, so it might be better to try the official written chat support on the Sunrise website for manual approval.

cheerio, cosmo

Weubautzasch59

Cosmo24

Thank you for your reply.

I understand that this is a customer-to-customer forum. However, I do not want to make another CHF 20 payment unless Sunrise confirms that it is actually required for my specific account.

@Sunrise_Team, could you please check my case?
My identity verification has already been completed multiple times, but My Sunrise still shows “verification pending” and “You have no active products”.

I can provide my customer number, date of birth, address, ZIP code and Sunrise mobile number by private message.

I urgently need written assistance because I cannot communicate effectively with the hotline in English.

Cosmo24

Weubautzasch59

I understand why you do not want to make another payment before everything is officially cleared. I would feel exactly the same way if my activation got stuck like this.

However, this is a technical system rule from Sunrise rather than a personal verification issue. According to the official Order a new SIM card or eSIM | Support:

“Within 48 hours of the request, a top-up of at least CHF 20.– is required, regardless of the current balance.”

Until this initial top-up is processed by the network’s billing engine, the internal order control automatically keeps your profile status as “pending” and will not show any active products. This money is not a fee. It will be fully credited to your usable prepaid balance as soon as the system updates.

Since the Sunrise_Team account is currently not monitored due to staff holidays, nobody here can manually bypass this automated system rule for you. If you prefer a manual check instead of making the required top-up first, it might be best to try the official live chat on the Sunrise website for written support.

Cosmo24

Weubautzasch59

Regarding the pending identity message you still see: try to pull down the screen to refresh it manually if you are on your phone. The app simply doesn’t update the view on its own.