Once you have placed an order with us, we may contact you periodically via email with additional updates.
However, the first few emails that you will receive from us are very important!
Order Confirmation Email:
Shortly after placing your order (usually within 15 minutes), you will receive an order confirmation email. This will contain a full summary of the order for your records, the order confirmation number (which can be used as a reference if you need to contact us) and full details of the items ordered / the shipping information you provided etc.
If you have purchased a voice capable SIM or eSIM and you requested delivery to a physical address, this email will also include a link to upload your I.D.
If you have not received an order confirmation email after a reasonable time however, this may indicate that your order has failed (or that you have entered your email address incorrectly) and so if there are any issues, please send an email to: charges@mobal.com
Tracking Reference Email:
Depending on the shipping method we use for the item you have purchased, you may also receive an email containing a tracking reference. This would then allow you to stay up to date with the progress of your order.
If you have chosen to collect your order from one of our pick-up points however, all the details of your chosen collection point will be included within the initial order confirmation email that you received.
Invitation to “MyAccount”:
When your order has been fully processed and your Mobal account (called “MyAccount”) has been created, we will send you an email containing instructions for accessing your Mobal account: www.mobal.com/myaccount
Your online account can be used to view / update your billing information, to view details of your service and to view a breakdown of any charges you have received so far. Depending on the product you have purchased, your Mobal account may also allow you to make changes to your service (such as a plan change for example).
If you have purchased a Mobal product that requires activation, you will also be asked to sign in to your online account to begin the activation process (and so it’s important that you are able to access this account).
If the link within the email has expired / you have forgotten your password however, you can reset the password by following the instructions found here: Password Reset Guide
Additional Emails:
In addition to the initial emails, there may also be occasions where we send you email notifications relating to your service.
This could be regarding a charge for your Mobal service, a change to your Mobal service or in relation to any issues with your account.
If there is an outstanding balance on your account for example, you may receive an email alerting you of the issue / requesting payment.