Help/Account
Contact support
Email support@puffinfi.com with your order reference and account email when help articles do not resolve the issue.
Short answer
Email [support@puffinfi.com](mailto:support@puffinfi.com) when the help articles do not solve your problem. Include your order reference, account email, and a short description so we can help faster.
Steps
- Check /help for install, order, and refund guides first.
- Find your order under /account/orders—note the order reference shown there.
- Email support with:
- Account email - Order reference - ICCID (from My eSIMs) if the issue is install or connectivity - Phone model and what you already tried
- Attach a screenshot of any error if you have one.
Tips
- Use the same email as your PuffinFi account when possible.
- For refund timing, see Refunds before writing—many cases are still within the 5–10 business day window.
Escalation
This page *is* the escalation path. If you already emailed and have not heard back after a reasonable time, reply to the same thread with any new details rather than opening a duplicate request.