Hello Sunrise Team,
I’m having a serious issue with my Sunrise Prepaid eSIM order T08451487.
I completed the online order and KYC successfully, but I still have not received the eSIM or QR code.
Right after placing the order, I was temporarily able to access My Sunrise. However, that session later expired, and I was never given or asked to create a password.
I then tried the “Forgot Password” function. The page says that a temporary code has been sent by email, but no destination email address is displayed on the page, and I receive no email or code. I tested the recovery process using both my registered email address and customer number, and also tried on another device, with the same result.
I also contacted Sunrise live chat. The agent told me to call the prepaid hotline. When I explained that I am currently outside Switzerland and that making an international phone call is inconvenient, the conversation was closed instead of providing any online assistance.
I purchased an online prepaid eSIM specifically because I am abroad, so requiring an international phone call to resolve an online activation or account access issue is very frustrating.
Could a Sunrise team member please check the status of my order and account, restore access to My Sunrise, or resend/provide the eSIM QR code?
Order number: T08451487
Thank you.