Treat installation details like a private credential
Keep eSIM QR codes, activation codes, private receipt links, sign-in links and SMS codes confidential. Anyone helping with installation should be someone you trust.
Use a secure email account and device lock. Sign out on shared devices. Never post screenshots that reveal private installation details or messages.
Our team may ask for an order reference and relevant troubleshooting information. Do not send passwords, full card numbers, security codes, bank authorization codes or SMS verification codes.
Account-specific help requires verified access or an ownership check. Merely typing an email address into chat does not authorize access to that person’s orders.
If you believe someone accessed your account, secure your email first and contact support promptly so we can review the relevant access and orders.