Refunds and cancellations for travel eSIM orders
Understand what to check before requesting help with a cancellation, refund, or unused eSIM order.
Plans changed, the wrong destination was selected, or you are unsure whether an eSIM can be canceled after purchase.
Do not install or delete anything while unsure. Check whether the eSIM was already installed or used, then contact support with the order number and reason.
- Find the order number and the email used for purchase.
- Check whether the eSIM has already been installed on a device.
- Check whether any data was used or the validity period started.
- Do not delete the eSIM if the issue is technical and support may need screenshots.
- You bought the wrong destination or data amount.
- Your trip was canceled or dates changed.
- You installed the eSIM but cannot use it and need support to review the case.
- Deleting the eSIM before support can inspect the problem.
- Opening several support threads for the same order.
- Sending only a complaint without order number, device model, or screenshots.
Step-by-step fix
5 min read
- 1
Find the order number and the email used for purchase.
- 2
Check whether the eSIM has already been installed on a device.
- 3
Check whether any data was used or the validity period started.
- 4
Do not delete the eSIM if the issue is technical and support may need screenshots.
- 5
Collect screenshots of the order, device settings, and any error message.
- 6
Contact support and explain whether the eSIM is unused, installed, or failing technically.
- The order number is available.
- The eSIM installation and usage status are clear.
- You know whether the issue is wrong purchase, canceled trip, or technical failure.
- Screenshots are ready if support needs them.
- Refund eligibility can depend on whether the eSIM was installed or used.
- A technical issue is easier to resolve when the eSIM is still present on the device.
- You purchased the wrong plan and the eSIM is unused.
- The eSIM is installed but cannot connect after the troubleshooting checklist.