Common questions, direct answers
Start with the service journey below. For account-specific help, sign in or contact support.
Can I use eSIM or a physical SIM?
Yes. Checkout offers the SIM types supported by the current service and available inventory. eSIM requires an unlocked, compatible device.
Can I keep my current number?
Yes, where the number is eligible. You will need the mobile number and a valid PAC from the current provider. A requested transfer date is optional.
When is the complete price confirmed?
The complete GBP amount due is shown before Stripe checkout.
Why is identity verification required?
UK PLAN, PORT, and activation journeys may require KYC before service activation. Documents are uploaded through the protected account flow.
Where can I find my eSIM installation details?
After successful identity checks and fulfilment, available installation and QR information is delivered through secure customer channels and your account.
How do renewals, top-ups, and roaming work?
Your account shows eligible actions for each active SIM. Renewals continue the current plan, while top-ups and roaming packages are one-time purchases.
Why can payment and fulfilment show different states?
Stripe payment confirmation and mobile-service fulfilment are separate events. A paid order may still require identity review, SIM assignment, delivery, provider activation, or number transfer.
What should I include when contacting support?
Provide the account email, order reference, approximate time, and a concise description. Never send passwords, payment details, transfer credentials, QR codes, or identity documents by ordinary email.
Can I cancel an unpaid order?
An unpaid Checkout Session expires after 24 hours. Inventory and provider reservations are released through the order lifecycle once payment is confirmed as unpaid and closed.
Where can I see service status?
Sign in to your Aelixar account to review SIM, order, payment, renewal, usage, QR, and number-transfer information available for your service.
Need help with a specific order?
Sign in first so you can see the latest payment and fulfilment state.