How to contact support

Use Contact support. Depending on the page you're on, that opens a chat, a contact form or an email to our support team. Chat replies may be automated, and a person can join at any time.

What to include

Sending everything in your first message saves a round of questions.

• The email you used to buy, or your order number.
• The order number shown at the top of your order page. It is not your order code.
• The eSIM's ICCID, if you have it. It is safe to share.
• Your phone's make and model, and its software version.
• Where you are (city or a map link) and which country your plan is for.
• What isn't working: data, calls or texts, and any error message you see.
• When it started, with the date, time and your time zone.
• What you've already tried, plus screenshots of your mobile or cellular settings for the eSIM line.

For a crypto payment, add the transaction ID (hash), the coin and the network you used.

If a payment or order page asks you to contact support, include the link to that page.

Never send

• Your order code. It opens your order and your eSIM, and support never needs it.
• Your eSIM's QR code or activation code. Anyone who has them can install your eSIM.
• Passwords or sign-in codes.
• Full card numbers or security codes.
• Your crypto wallet's seed phrase or private keys.

Before you write

• Don't delete the eSIM from your phone while we look into a problem. Some eSIMs can only be installed once.
• Check you're using the eSIM for data and that data roaming is on for its line. That fixes most "no data" problems.

Our support covers orders bought on silentsim.net.