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Save the setup email, then leave installation until arrival
After buying, look for your order confirmation and eSIM setup information. Keep the setup email easy to find before the flight, but don’t scan the QR, tap Quick Install or add the profile before travelling. Install after landing on steady Wi-Fi.
Buying for more than one person?
Assign each profile to one traveller and phone before departure. Label the emails so nobody scans a companion’s code by mistake. One profile isn’t a shared installation for the whole booking.
If you can’t find the email
- Search the address used at checkout for The SIM Shop and the order number. Look in spam or junk as well as the inbox.
- Check whether the payment and order are confirmed. A bank’s pending card authorisation isn’t by itself proof that the eSIM has been issued.
- If the address was mistyped, or the setup message is still missing, contact hello@thesimshop.com.au with the order number, checkout email and traveller’s phone model. Don’t place another order just to make the email arrive.
We don’t promise instant delivery for every order. If you’re already at the airport, say when and where you need the connection so we can look at the right problem.
After landing
Join airport Wi-Fi, finish its sign-in and open a normal webpage. If it doesn’t work, use hotel Wi-Fi or another trusted steady connection. Open the setup email on the intended phone and follow its QR, install-link or manual route.
If the QR is on the same phone, our same-screen QR guide explains the supported alternatives. Use only that order’s details.
Once the profile is installed, select it for mobile data and follow the email’s roaming/APN instruction. Keep automatic data switching off where available. Test a webpage with Wi-Fi briefly off before moving away from the working connection.
If something looks used or already installed
Keep the profile in place and send us the exact error, order number and phone model, with activation material hidden. Don’t delete it, install it on another phone or keep retrying the QR. An order check is more useful than another lap through the same settings.
