eSIMLab help centre: set it up, run it, fix it.
Answers for running a white-label eSIM store, in the order you meet the questions: getting the storefront live, connecting providers and payments, then orders, reporting and your team.
Topics
Find help by topic
Six topics, in the order you meet them. Each one links to the page that explains that part of the product in full, and the answers below cover the questions that come up most.
Getting started
Account, branding, domain and publishing your first storefront.
The setup steps →Providers and catalogue
Connecting a provider, importing plans, choosing what to publish.
What connects today →Payments and billing
Connecting Stripe, refunds, invoices and your own plan fee.
How payments work →Orders and delivery
Provisioning, QR delivery, resends and what to do when one fails.
The order flow →Reporting
Revenue, orders and best-selling packages, and who on your team can see them.
What the panel shows →Account and security
Team roles, sign-in problems, and how your data is handled.
Security practices →FAQ
Asked most often
Grouped by topic. If your question is not here, write to support and include the order reference if there is one.
Contact support →Getting started
How do I set up my eSIM store?
Create an account and choose a plan, which is paid on the third screen. Then add your logo and colours, point your domain, connect an eSIM provider and your Stripe account, set your prices and publish. From then on, orders provision automatically.
Can I start before my domain is ready?
Yes. You can set up the catalogue, theme and pages while the domain is being connected. The store itself is only served on a domain you own, and a subdomain such as shop.yourcompany.com is enough.
My storefront is not loading on my domain. What should I check?
DNS changes take time to spread. Check the record matches the one shown in your workspace, then give it up to a few hours. Our subdomain keeps working meanwhile, and the SSL certificate is issued automatically once the record resolves.
Providers and catalogue
Which eSIM providers can I sell?
eSIM Access, connected with an API key from your own eSIM Access account, so the commercial relationship stays yours. It is the only provider connected today; tell us which one you use, because requests decide the next connector.
Why did a plan disappear from my catalogue?
Catalogues follow the provider. If the provider withdrew the plan, it is unpublished rather than sold and then cancelled.
What happens to orders if a provider is unavailable?
The failure is surfaced and retried rather than silently lost, and the order stays open until it provisions or you refund it.
Payments and billing
Where do customer payments go?
Straight to your own Stripe account. eSIMLab never holds your money and takes no commission; the plan fee is billed separately.
Can I take cash or a card machine at the counter?
Yes. At an agency counter, cash and card-machine sales are recorded in the workspace, not routed through Stripe, so the money stays in your till and the sale still appears in your orders.
How do I refund an order?
Refund the payment in your own Stripe dashboard. eSIMLab does not issue refunds from its own screens today, and a refund made in Stripe is not yet shown on the order in your workspace.
Orders and delivery
An order was paid but no eSIM arrived. What do I do?
Open the order: failed provisioning is shown with the provider's reason and is retried automatically. You can try issuing it again from the same screen; the traveller can have the email sent again from your store's order page, and refunds are made in your Stripe dashboard.
How does a customer receive their eSIM?
By email under your brand, with a QR code and the manual activation details. The order is stored, so the eSIM can be resent from the order screen at any time.
Reporting
What does the analytics panel show?
Revenue and orders against the period before, best-selling packages and order status, in the workspace, without exporting a spreadsheet first. Profit margin is not shown yet, because orders do not record what each package cost you. It is included on every plan.
Why can't a colleague see revenue figures?
That is the role doing its job. Only Owner and Admin see revenue; Marketing, Sales and Support see orders without the money. Change the role in your workspace if they need more.
Account and security
What can each team role do?
Owner can do everything, including the subscription. Admin runs the shop but not the subscription. Marketing edits content and sees orders. Sales sells at the counter and guest page. Support answers customers and reads orders.
Can I export my data?
Yes. Customer lists and order history can be exported at any time, including before a cancelled plan ends. Nothing is locked in to keep you here.
How do I report a security problem?
Use the contact form with Security report as the reason and include enough detail to reproduce the finding. We will not pursue action against good-faith research.
Still stuck?
What if my question is not covered here?
Write to support through the contact form and choose Support as the reason. Support answers setup problems, provider errors, delivery issues and billing questions. Include the order reference if there is one, and write from the email your workspace is registered to.
- Every plan includes email support.
- Growth adds priority email and chat support.
- Scale adds a named contact.
- Security findings go through the same form, with Security report as the reason.
Your eSIM brand, live on your own domain.
Create an account, connect a provider and Stripe, and start selling under your own name.