esim did not arrive

[vvlg]

Hi,

I'm trying to set up a new sim-only bill pay plan with an esim. I went through the order form and confirmed everything and there was a message saying that the esim would arrive by email. However:

- Several hours later, I did not receive either en esim nor any kind of confirmation or payment receipts by email

- I did see the account being active on My3

- A customer service agent resent it to me

- At the suggestion of the customer service agent, I changed the email address on my account

- Also at the suggestion of the customer service agent, I tried going through the "Replace SIM" process

None of this resolved the issue. Is there anything else I can try?

Thanks

[Three_Niall]

Hey @vvlg , thanks for posting here, I would recommend checking the junk and spam folders in your email to check if the email was redirected there by your mailbox. If this still hasn't arrived I would recommend contacting our customer care team on 1913 and they can raise this with the technical team for you.