Writing to us about a problem
When you write to us, whatever the problem, these details let us find your order and see what happened:
- Your order number, from your order page. It starts with EU.
- The email address you bought with.
- Your phone’s make and model, for example iPhone 13 or Galaxy S23.
- What your order page says at the top, word for word.
- Where you are, and what the phone shows, for example no service, or connected with no internet.
- What you’ve tried already, such as turning on data roaming for the eSIM.
Never send us your card number, and don’t send the QR code or the activation code. We don’t need either to look into a problem.