Purchased eSIM Not Appearing in App: Restore Purchase Guide
Causes of Missing eSIM Display
After completing payment, a data plan may not immediately appear under the "My eSIMs" tab due to:
Processing delays from the payment gateway or acquiring bank.
Network instability or network switching during checkout.
Active VPN connections on the customer's device.
Orders placed via the website instead of the native app.
Manual eSIM profile reissues or adjustments initiated by support agents.
Standard Resolution Workflow (Self-Service)
Instruct the customer to perform the following steps directly in the mobile app:
Open the Unilink eSIM app.
Tap the "Profile" tab in the bottom right corner.
Tap the "Restore Purchases" button (this queries the billing system and binds the purchased plan to the current account and device).
Return to the "My eSIMs" tab and drag the screen downwards (Pull-to-refresh / swipe down) to update the list.
If the eSIM was installed via an installation link or manually reissued, tap the card to sync its active status and balance.
Support Escalation Workflow
If the plan does not populate after running "Restore Purchases" and refreshing the view:
Request an official proof of payment (receipt / bank confirmation) showing the date, amount, and transaction ID.
Verify transaction status in the billing console using the customer's email or user ID.
Upon confirming payment capture, manually link the eSIM profile to the user's account and provision the plan.