Contact ICCeSIM

Editorial and website enquiries

Email [email protected] with the page URL, the information to review and any supporting source.

Orders and eSIM activation

Email [email protected] with the order reference and device model. Never send a complete activation QR code in a public message.

Include enough detail to investigate

For an order or connection issue, provide the order reference, plan name, phone model, current country, displayed network and steps already attempted. Describe the expected and actual result without sending unrelated personal documents.

Protect activation and payment information

Do not submit a full card number, password, passport scan or complete reusable QR code. Use the secure checkout for payment and a private verified support channel for order-specific information.

Before leaving for your destination, check that the phone is unlocked and eSIM-compatible. Match the plan's your destination coverage, data, validity and hotspot terms to the trip, and save your accommodation address and first transfer offline.

Separate order, installation and network problems

An order problem concerns payment, identity or delivery. An installation problem concerns adding the profile to the exact device. A network problem begins after installation and requires country, displayed operator, settings and error details. Identifying the stage avoids repeating irrelevant steps.

For a suspected payment issue, do not retry rapidly until the status is known. For a connection issue, preserve the profile and collect evidence before resetting. For local emergencies, contact the appropriate official service rather than ecommerce support.

Keep a private support record

Record dates, reference numbers and the steps requested. Redact activation codes and financial data from ordinary screenshots. This creates a useful timeline without exposing credentials.

Send the details that help support investigate

Include the order reference, exact plan name, phone model, current country and city, displayed network, error message and the troubleshooting already attempted. Screenshots are useful when they do not reveal the activation QR code, password or full payment-card number.

Keep Wi-Fi available while support checks the order. Do not delete the eSIM unless support confirms that the profile can be installed again, because some activation codes are single-use.