> ## Documentation Index
> Fetch the complete documentation index at: https://support.onroamly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# I paid but can't see my eSIM

> Check the app or My eSIMs first. Setup takes up to five minutes. Then the wrong-account case, and when we refund.

Your eSIM appears in your account the moment you pay, and it's usually ready to install within a minute or two. If you can't find it, one of these is almost always why.

<Steps>
  <Step title="Look in My eSIMs, not your inbox">
    Open the **My eSIMs** tab in the app, or go to [onroamly.com/my-esims](https://onroamly.com/my-esims). Your new plan is at the top with one of these statuses:

    * **Paid** or **Setting up** — we're preparing your eSIM. This shouldn't take longer than five minutes. The page updates by itself; no need to refresh.
    * **Ready** — it's done. Tap it to install.
    * **Failed** — something went wrong on our side. You don't need to do anything: we'll refund you in full, or set it up again if you'd rather. [Get in touch](https://onroamly.com/contact) if you haven't heard from us.

    We email you when the eSIM is ready to install, not when you pay, so an empty inbox during **Setting up** is normal. Check spam if it never arrives.
  </Step>

  <Step title="Check you're signed in to the right account">
    If you see no plans at all, you're probably signed in with a different method than the one you bought with — for example Google now, but email and password at checkout. Sign out and sign back in the way you did when you paid. The email on the receipt tells you which account it was.
  </Step>

  <Step title="Check the payment actually went through">
    If your bank shows a pending or declined payment and there's no order in My eSIMs, the order didn't go through. Try again, or see [My payment failed or I was charged twice](/payments/payment-failed-or-charged-twice).
  </Step>
</Steps>

## Still can't find it?

[Contact us](https://onroamly.com/contact) with the email address you paid with and, if you have it, your order number or the receipt from your bank. We'll track it down.