Your QR code arrives by email within a few minutes of completing your purchase. No waiting on a delivery, no shipping, no pickup. If it has not arrived within 30 minutes, check your spam folder and then ask Hal.
There is nothing to post and nothing to collect. An eSIM is delivered as an email with a QR code in it, so if the purchase went through, the only question is where that email has ended up.
First, give it a few minutes
Most orders are delivered within a few minutes of payment. If you have just paid, wait a short while before doing anything else. Thirty minutes is the point at which something has gone wrong rather than slowly.
Then check the folders it is most likely in
Order emails are the ones inboxes most often file away on their own. Look in:
- Spam or junk. The most common answer by a wide margin.
- Promotions or Updates, if you use Gmail. A first email from a sender you have not written to before frequently lands there rather than in Primary.
- Archive or All Mail, if a filter has moved it out of your inbox without deleting it.
Search your whole mailbox for halo rather than scrolling. The email comes from our sending domain, so a search across all folders will find it wherever it was filed.
Check the address the order was placed under
The email goes to the address entered at checkout, which is not always the address you expect. If you paid through Apple Pay, Google Pay or PayPal, the order may carry the address held by that service rather than the one you normally use.
If you have a second address, search that mailbox too.
Get a fresh link without waiting for anyone
You do not need us to resend it. Go to the portal entry page, enter the email you used at checkout, and we will send your manage link straight over. Your eSIM, its QR code and your remaining data all live behind that link.
If we find an order for that address, the link is on its way. If nothing arrives, the address is probably not the one the order was placed under, which is worth checking before anything else.
If none of that finds it
Chat with Hal. Say that your order email has not arrived and that you have checked your spam folder, and a member of the Halo team will look up the order and send it again.
Have this ready:
- The email address you used at checkout
- Your Halo order number, if you have it from your card statement or your payment provider
- Roughly when you completed the purchase
If you were charged but there is no order
A card statement can show a pending authorisation for a payment that did not complete, and that authorisation is released by your bank rather than by us. If you cannot find an order and cannot find the email, chat with Hal with the date and the amount and we will check whether a payment reached us at all.
Installing once it arrives
The email carries a QR code and a set of instructions for your device. If you would rather not scan anything, the same details can be entered by hand: see Activating without scanning a QR code.