When an eSIM goes wrong: what is refundable and what is not

Roaming plans are not built for mid-term cancellation; once in use, pro-rata refunds are generally not available.

A profile that has never been installed and has not expired is the case with the best prospect. Report it with the order number as soon as you notice, because the time left before expiry affects what options remain. The final outcome still depends on the terms of the plan you bought.

Roaming plans are not designed for mid-term cancellation, and once in use, refunds proportional to the remaining data or days are generally not available. If the trip is postponed before you start, report it before installing or before the clock begins, because that state is treated very differently.

Send the model and the order number and we will confirm whether it is a genuine hardware limit or a settings issue that can be fixed. Hardware limits generally fall outside refund cover, because the condition existed before the order. If nothing has been installed, the case can still be looked at individually.

Check the spam folder and the address you typed at checkout first, because a mistyped email is a common cause. Then message us with the order number or that address and we will check whether the profile was issued. If it was, we can resend it; if it genuinely failed, it moves into the refund process under the policy.

Most eSIM profiles install only once, so deleting one usually ends its usable life, and that generally falls outside refund cover. If you have just done it and told nobody, message us with the order number straight away and we will check what options remain, though we cannot promise recovery.