Help/Orders & refunds
What your order status means
After payment we confirm the charge, prepare your eSIM, then show ready-to-install—or issue a refund if we cannot deliver.
Short answer
Orders move through clear steps: we confirm payment, prepare your eSIM with our network partner, then show ready to install with QR details—or explain a delivery problem and refund if we cannot complete setup.
Details
| What you see | What it means |
|---|---|
| Confirming payment | Checkout finished; we are confirming the charge |
| Preparing your eSIM | Payment received; profile is being issued |
| Ready to install | QR and steps are in My eSIMs and email |
| Couldn’t deliver / refund | We could not issue the eSIM; refund is started or issued |
Open /account/orders for your order, and /account/esims for install materials when ready.
Tips
- Preparing often finishes in under a minute, but can take longer during busy periods—refresh the page.
- Not installing yet does not mean you get an automatic refund; refunds apply when we cannot deliver the eSIM.
Escalation
If preparing continues far longer than expected, or the status does not match your email, write support@puffinfi.com with your order reference and account email.