Hello Sunrise Support Team,
I purchased a Sunrise prepaid eSIM online and the payment has already been successfully charged.
However, I am unable to activate the eSIM because the online identity verification process does not complete.
I am a Romanian citizen currently in Romania and I am using a valid Romanian identity card. During the purchase, my Romanian identity document and Romanian address were accepted, and a Swiss mobile number was assigned to my account.
When I try to complete the required digital identity verification, I select “Identity Card” and follow all the instructions, but the verification process does not complete successfully. I have tried several times, including from my mobile phone.
The payment has already been taken, but I still cannot activate and use the eSIM.
I specifically purchased this Swiss number because I need a +41 mobile number.
Could you please:
Check the status of my prepaid eSIM order and account;
Check why the identity verification is not completing;
Manually verify my identity if possible, or provide another verification method;
Activate my prepaid eSIM and provide the QR code/activation details.
If activation is not possible for a Romanian customer residing outside Switzerland, please confirm this and arrange a refund of the amount already charged.
I can provide my order number, customer number, identification document and proof of payment privately if required.
Thank you for your assistance.
Customer number 8110601948