Support Desk

What do you need help with?

Tell us what is happening. We will point you to the safest next step, or the right guide to open before you buy, install or delete an eSIM.

Check my phone eSIM support, EID and provider lock Check phone Choose the right plan Destination, data amount and trip length Find plans Keep my Australian number Data-only eSIMs, calls and messages Read number help Find my QR code Setup email, account and delivery checks Find setup details No data after landing Data line, roaming, APN and coverage checks Fix data Refund or replacement Unused, installed, used or delivery issue Check policy

Start with the closest help card. Do not delete it yet. Phone check before checkout. No data? Start with the data line. Setup email first. Random settings last. QR code lives in email or My Account. Wrong plan? Ask before installing. Keep passwords and EID out of chat.

From your link

We have brought the useful trip details with you.

Use the closest route below. We will still keep QR codes, activation details, IMEI and EID out of this page.

Destination: Singapore | Malaysia and Thailand

Already ordered?

Use My Account or the support link from your setup email so safe order and plan details can come with you.

Open My Account Contact support

Email support

You can reach The SIM Shop at this address for plan, order or setup questions. Include your order number if you have one.

hello@thesimshop.com.au

Start safely

Choose the closest route first.

Phone checks, setup timing, delivery help, activation fixes and refund guidance are ready now. If anything looks risky, ask us before you install, delete or keep trying random settings.

Check the phone before checkout if you are unsure.
Keep the setup email handy until the trip is finished.
Do not delete an installed eSIM unless support asks you to.

Contact support Read the FAQ

Support Desk

Use the route cards first.

The cards above and below take you to live support guides. Contact support if you are mid-trip, unsure before buying or worried about deleting an installed eSIM.

Support still works without JavaScript.

Use the guide links below, or contact support with your order number, phone model, destination and a screenshot of the issue.

Open the FAQ

Support paths

Start with the help that matches the moment.

Most eSIM questions are easier once we know whether you are choosing, installing, activating or asking about an order.

Before buying

Check your phone first

Make sure the exact phone model supports eSIM, shows an EID and can use another mobile provider.

Check compatibility

Setup

Install with steady Wi-Fi

Use the setup email, check whether the plan starts on installation or first network connection, and keep the email handy.

Read setup guide

Activation

No data or no service

Start with the travel eSIM data line, data roaming for that eSIM, APN notes and current coverage.

Fix activation

Order delivery

Find setup details

Check your inbox, spam, junk and My Account for the setup email and QR code after payment.

Delivery help

Refunds

Ask before installing

If the destination, plan or email looks wrong, contact support before installing or activating the eSIM.

Refund policy

FAQ

Plain answers first

Read the short answers about data-only eSIMs, keeping your number, activation timing and phone support.

Read FAQ

If we need to check it

Send details that help, not private numbers.

Good support evidence makes the next reply faster. Keep card numbers, passwords, passport details, IMEI and EID out of messages.

Order number or the order email you used at checkout.
Phone model and where the phone was bought if compatibility is unclear.
Destination or current country, especially for no-data issues.
Screenshots of the error, data line, data roaming or QR message.
Whether the eSIM is installed, activated, deleted or never received.

Contact support Email support Back to Support Desk

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