This update makes it easier to find your purchased eSIM, so you don't have to wonder where your order went. Even if the email address you used at checkout differs from the one you log in with, your eSIM setup email will reach you, and you can check which account holds your order from My Page or the chat.
What's New
In November 2026, we reviewed three points to reduce “I can't find my order” moments after purchase.
1. Setup emails go to both addresses when needed
If the email address you used at checkout is different from the one you're logged in with, we'll send the email confirming your eSIM is ready to both addresses. This applies to customer-facing setup emails; internal notifications go to the same recipients as before.
2. My Page shows where your order is
If you log in with the checkout email address and have no orders, a notice appears at the top of the page: “Your order is under the account luw***@gmail.com.” The address is partially masked, so others can't see your full email. The notice is available in 7 languages.
3. The chat won't say “no orders” outright
If no order is found under the account you're logged in with, the chat won't state flatly that there are no orders. Instead, it will ask whether you might be logged in with a different email address. It will also share the same partially masked address shown on My Page.
This update does not change which account an order belongs to. Other customers' orders remain private, as before.
Why We Made This Change
When preparing for travel or study abroad, many people keep a personal email separate from the one used for payments. If you log in with Address A and pay with Address B, the setup email goes to B. If you then log in to My Page with B, a new account with no orders may be created, and the page looks empty.
An eSIM can already be issued and still be unusable if you can't find it. We wanted to avoid leaving you stuck during the most stressful time, right before your trip.
What Gets Easier for You
- Less searching for emails: you're more likely to spot the setup email at either address.
- Know which account you need right away: the My Page notice shows which account to log in with.
- Same guidance in chat: the steps stay consistent even when we can't tell which account you're logged in with.
- Others' information stays protected: addresses remain partially masked.
What We Cared About at Bloomy
Saying “no orders” outright can worry customers who have already paid. So until we've confirmed the facts, we ask a clarifying question rather than making a definitive statement. The My Page notice also focuses on the next step (“your order is under this account”) rather than apologizing at length.
Column: What to Do If You Can't Find Your Purchased eSIM
Here's a calm checklist for when your eSIM isn't where you expect it.
Step 1: Search your email
Search your inbox for “Bloomy” or “eSIM.” Check your spam folder and the inboxes of any other email addresses you might have used.
Step 2: Check which email you logged in with
Think about how you made your purchase, and log in again with the same email address. If My Page shows a notice, the partially masked address there is your clue.
Step 3: If you haven't set it up yet, do it before you travel
To add the eSIM, tap the setup link in your email and follow the on-screen steps. You'll turn the line on at your destination. For details, see our setup guide. Bloomy is data-only: you can't make phone calls or send SMS, but app-based calls and messages such as WhatsApp or FaceTime work as usual.
Step 4: Still can't find it?
Have your purchase date and the email address you used at checkout ready, then reach out via Contact. For general fixes when things aren't connecting, see our troubleshooting page.
Future Improvements
We'll keep refining the post-purchase experience one step at a time. We're also considering phased improvements to login and checkout flows to reduce mismatched email addresses.
Related Pages
- My Page: check your purchased eSIMs
- Setup Guide: add your eSIM in one tap
- FAQ
- Changelog
- eSIM Comparison: find a plan by destination, data amount, and number of days
Last verified: November 13, 2026. Features and notices may change over time.
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