If your payment was successful but you don't see your eSIM in the "My eSIMs" tab, please follow these steps to find your missing purchase:
Step 1: Check if you are in the correct account
This is the most common reason for "missing" eSIMs. You might have accidentally created two different accounts.
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Apple ID "Hide My Email": If you used "Sign in with Apple" and selected "Hide My Email," Apple created a private, random email (e.g.,
x7j2k@privaterelay.appleid.com) for your Roafly account. -
What to do: Log out and try logging back in using the exact same method (Google, Apple, or Email) you used during the purchase. Check your Profile settings to see which email address is currently active.
Step 2: Check for Regional Payment Issues (Klarna, iDEAL, Revolut)
If you used a manual transfer method and it failed to sync with our system:
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The Reason: An incorrect recipient name, incorrect amount, or missing reference means the payment never reached Roafly.
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The Result: Your money is held "in-provision" by your bank. It will automatically be refunded to you within 1-5 business days. You can safely try the purchase again using a Credit Card or Apple/Google Pay for instant delivery.
Step 3: Check your Email (including Spam)
Every successful purchase triggers an automated confirmation email with your QR code. If you don't see it, search for "Roafly" in your inbox and Spam folder.
Step 4: Still can't find it?
Don't panic! Your purchase is safe. Simply send a screenshot of your bank transaction or the "Success" screen to our support team. We will track down your eSIM and link it to your correct account immediately.