Paid Sunrise eSIM missing; Swiss 2FA blocks access — please keep my order

wwweee

Hello @Daniele_Sunrise and Sunrise Team,

I placed and paid for a new Sunrise Prepaid eSIM order (CHF 19.90) while abroad. I have an order confirmation and a customer number, but I have not received the eSIM profile, QR code, or activation email.

My Sunrise requires a two-factor SMS sent to a Swiss mobile number. I do not have an active Swiss number yet because this eSIM is meant to be my first one. I added an international contact number, but its separate confirmation does not solve the My Sunrise login problem. The online contact form asks me to log in, and the live chat bot could not connect me to a human agent.

Could Sunrise please:

1. Check my existing order, payment, and identity-verification status through a secure private channel and tell me what remains to be done;

2. After verifying my identity, temporarily disable the Swiss-number SMS 2FA requirement or provide an approved alternative so I can finish activation;

3. Issue the eSIM as soon as possible and send the QR code or activation instructions to the email address already registered with the order; and

4. Keep my existing order active. Please do not cancel it or create a new order.

I can provide the order and customer numbers privately to an authorized Sunrise employee. Please tell me how to reach the right team securely. Thank you.

Daniele_Sunrise

wwweee Herzlich Willkommen in der Community!

Ich kann in deinem Fall keine SIM aktivieren und auch keine 2FA umgehen. Bitte kontaktiere von einem Festnetzanschluss unseren Kundendienst unter +41587770101. Sie können dir bei deinem Anliegen behilflich sein.

Liebe Grüsse
Daniele

TheSven

Wende dich für dein Anliegen an die Sunrise Hotline, sie werden das weitere Vorgehen mit dir anschauen.

wwweee

TheSven

Thank you for your reply. Calling the Sunrise prepaid hotline is difficult for me because I am currently outside Switzerland. I have already paid for this Prepaid eSIM, provided the requested identity information and documents for review, and added an international contact number. I have also submitted an official contact form. A live chat agent told me the prepaid team has no chat and could only refer me back to the hotline.

The eSIM QR code or activation email is still missing, and I cannot use the service I paid for. Could a Sunrise staff member please review my existing order through a private channel and arrange for the eSIM to be issued to my registered email as soon as possible? If anything is still required from me, please tell me exactly what it is. Please keep the existing order active and do not cancel or duplicate it. Thank you for your help.

TheSven

wwweee Der eSIM QR-Code oder die Aktivierungs-E-Mail fehlen immer noch, und ich kann den Dienst, für den ich bezahlt habe, nicht nutzen.

Dann würde ich dir empfehlen, deine Bestellung wieder zu stornieren und einen lokalen Anbieter bei deinem aktuellen Standort zu Fragen, da

wwweee einen privaten Kanal überprüfen und dafür sorgen, dass die eSIM so schnell wie möglich an meine registrierte E-Mail-Adresse gesendet wird?

Nein

Entweder via Hotline oder Abo stornieren.

wwweee

Hello @Daniele_Sunrise and Sunrise Team,

I previously asked you to keep my Sunrise Prepaid eSIM order active while the missing eSIM was investigated. My position has now changed. Please arrange the cancellation of my existing order and refund the CHF 19.90 I paid to my original payment method. Please do not create a replacement order.

I still have not received the eSIM QR code or activation email, so I cannot use the service. I submitted the requested identity information and added my UK mobile number as instructed. Your system shows that the UK number has been updated. However, My Sunrise still requires a Swiss number for SMS verification when I try to log in. I do not understand why my registered UK number cannot be used, or why no alternative is offered when this eSIM was meant to be my first Swiss number. This is unreasonable and difficult to believe.

Apart from the message confirming my contact number, I have received no SMS or phone call updating me on my order status or eSIM delivery. I am unable to contact Sunrise by phone. Please offer a way to resolve the cancellation and refund online or by email. A company should provide customers with more than one workable contact channel. Repeatedly telling me to call, without offering an alternative, feels dismissive, especially when I cannot access My Sunrise.

I am very dissatisfied with how this has been handled. Please forward this request to the team that can process it and contact me privately using the email address on my order. Please confirm whether the order has been cancelled, the refund amount and method, and when I should expect the refund. I can provide my order and customer numbers privately to an authorized Sunrise employee.

TheSven

Es bleibt dabei: https://community.sunrise.ch/d/50861-paid-sunrise-esim-missing-swiss-2fa-blocks-access-please-keep-my-order/5

wwweee

Hello @Daniele_Sunrise and Sunrise Team,

I am following up because I still have not received an email containing my eSIM QR code or activation instructions. I have been waiting a long time since paying for this Prepaid eSIM, and I still cannot use it or access My Sunrise because I do not yet have a Swiss number for SMS verification.

Could you please review whether my case can be resolved in the same way as this similar case?

https://community.sunrise.ch/d/48274-paid-but-no-esim-received/4

In that discussion, you temporarily disabled 2FA to allow the customer to log in (reply /2), then ordered an eSIM for them (reply /4). The customer later confirmed that the QR code was visible in their dashboard. After any identity checks you require, would it be possible to temporarily disable 2FA for my account as well and arrange for the eSIM to be issued under my existing paid order? If that procedure is no longer available, please explain what has changed and offer an approved alternative that I can complete online or by email.

Although I previously requested cancellation and a refund because of the delay, if my existing order is still active, I would still welcome a prompt resolution by receiving the eSIM. Please first confirm whether the order remains active or has already been cancelled/refunded. Please do not create a duplicate paid order or charge me again without my agreement.

I have already submitted the requested identity information and registered my UK contact number. I am unable to contact Sunrise by phone, so please contact me privately through the email address on my order and tell me exactly what, if anything, is still required. I would appreciate your help in resolving this as soon as possible. Thank you.

Daniele_Sunrise

wwweee Die Lösung ist ein Anruf an unseren Kundendienst +41587770101.

Liebe Grüsse
Daniele

TheSven

Bitte @Daniele_Sunrise ernst nehmen, es ist und bleibt bei

https://community.sunrise.ch/d/50861-paid-sunrise-esim-missing-swiss-2fa-blocks-access-please-keep-my-order/5