Can I cancel an order?
Yes, on the terms of the refund policy: within 14 days of paying and only while the profile has never been installed and no data has been used, you can cancel and refund the order yourself from the order page. Once it is installed or the validity has started it cannot be cancelled. If you are unsure, contact us with the order number and do not install it in the meantime.
Tapping cancel on an order sounds like it should be simple, the same way cancelling a food delivery or an ordinary online order is. But with an eSIM plan, the details are meaningfully different, because what you bought is not a physical item awaiting shipment — it is a digital profile that may already be ready to install onto a device the moment payment clears. The dividing line is therefore installation, not shipping. Our rule is a single one: you can cancel and refund within 14 days of payment, and only while the profile has never been installed and no data has been used — that case is self-serve from the order page. Once it is installed it cannot be cancelled. A top-up can never be cancelled or refunded.
This page works through, step by step, what stages an order can pass through, what makes room for cancellation more or less likely, what information is worth preparing before contacting us, and what not to do while waiting for an answer, so you can decide faster what to do first.
What stage your order is in right now
Before asking whether cancellation is possible, open the order confirmation email or the order history page in your account and see what the current status says. Broadly, an eSIM order's order passes through rough stages: payment succeeded and a profile was issued, the profile has been installed on a device but internet has not yet been switched on, and the profile has been activated or data has already been used. Each of these stages leads to a different outcome for a cancellation.
If you are unsure what the status you see actually means, do not guess. The wording on an order history page can be short and may not spell out every detail. The most direct route is to tell us, with the order number, and we can read the status against what the backend system actually shows, which can carry more detail than what appears on your screen.
Why the order stage matters for cancellation
An eSIM plan is unlike a physical item awaiting a courier. The instant payment succeeds, the system typically issues a ready-to-use profile almost immediately, since delivery is digital with no shipping window sitting in between. That means from the moment payment clears, you may already be holding a profile, even if it has not yet been installed or activated. This is what makes an eSIM's situation different from an ordinary purchase, which usually has a pre-shipment window that is easier to cancel within.
Because of that, what genuinely separates a cancellable case from one that is not is not how quickly you changed your mind, but whether that profile has been installed on a device, and if it has, whether internet has already been switched on. Those two points are the markers of whether you have technically begun using what you bought, and they connect directly to the refund policy applied when a case is reviewed.
Profile neither installed nor activated
If you have not installed the profile on any device at all, and have not switched on any internet, this is the situation with the most room to help of any case, because no genuine usage trace has occurred, no data has been consumed, and no network connection has taken place from your side. This is why this page emphasises contacting us at once, before installing, if the thought of cancelling is on your mind at all.
Once you have told us, do not go ahead and install it anyway just to see whether it works, since installation is a status change that affects how a case is reviewed. We recommend waiting for our reply first, then deciding whether to install after all or proceed with cancellation as agreed.
Profile installed but not yet activated
On some devices, adding an eSIM profile does not connect to a network right away until you manually switch on that cellular line in the settings menu. If you are in this situation — installed but not yet switched on for internet — there are still some cases where help is possible, depending on whether the backend system technically counts that profile as having begun use, which varies by the nature of each type of plan.
In this situation, tell us as soon as you can, describing honestly that it has been installed but not switched on, and do not switch on that cellular line while waiting for a reply, since doing so moves the status forward another step and can narrow the options available.
Profile activated or data already used
If the profile has been activated, a network connection has occurred, or even a small amount of data has been used, cancellation is no longer possible. A profile has to be installed on a device before any of that can happen, and the supplier does not take back an installed profile. The real dividing line is installation, not how much data was used.
The single exception is a profile that genuinely does not work — one that connected only briefly and never allowed any real use. We review that with the supplier case by case, because it is a technical fault rather than a change of mind. Describe the situation honestly at every point so it can be checked as fast as possible.
What role the refund policy plays
Cancelling an order and refunding it are two sides of the same action here. Our policy has one rule and no sliding scale: within 14 days of payment, with the profile never installed and no data used, the order is cancelled and refunded in full from the order page. Outside that there is no refund, and there is no partial refund. A top-up is never refundable.
The refund policy page states the same rule and nothing more: 14 days, never installed, no data used, top-ups excluded. Once we issue a refund the money returns to the method you paid with on your bank's cycle, usually 5 to 10 working days.
Information to prepare before contacting to cancel
Preparing information fully before contacting us helps us reply much faster, because the team needs to open the actual order in the system before giving an accurate answer. If the information given is incomplete, we usually have to ask again, which wastes time unnecessarily for both sides.
- The order number from the confirmation email or order history page
- The email or account used to place the order
- The current status as you see it — not installed, installed but not activated, or activated
- The reason for wanting to cancel, described honestly and briefly
- The channel most convenient for us to reply on — LINE or email
Steps to request an order cancellation
- 1Check your order status firstOpen the confirmation email or the order history page and see what the current status says — not installed, installed, or already activated.
- 2Do not install or activate it any furtherIf it has not been installed or activated yet, leave it as is until you hear back from us.
- 3Gather the information from the checklist aboveHave the order number, the email used to purchase, and the current status ready.
- 4Contact us on LINE or by emailMessage us on LINE at https://lin.ee/skDPoNx (@esimonline) or by email at esimonline.asia@gmail.com, with the information you prepared.
- 5Wait for the team's reply before deciding the next stepWe will check the real order in the system and tell you honestly how much can be done.
- 6Proceed as agreedIf cancellation is possible, we will explain the next steps for how the refund proceeds and how long it takes under the relevant policy.
What not to do while waiting for a cancellation result
Summary table: order stage and room to help
| Order status | Room to help |
|---|---|
| Payment succeeded, profile not yet installed | The most room; contact us at once |
| Installed but internet not yet switched on | Some cases can still be helped, depending on the backend system |
| Activated or data already used | The narrowest room; reviewed case by case |
| Ordered several days or weeks ago | Follows the refund policy's own timeframe conditions directly |
Summary table: information you send us and why it is needed
| Information | Why it is needed |
|---|---|
| Order number | Used to locate the actual order in the backend system directly |
| Email or account used to purchase | Confirms the person contacting us is the genuine order owner |
| Current status of the profile | Tells us which level of room-to-help this case falls into |
| Reason for wanting to cancel | Helps the team review the case's context more fully |
Checklist before requesting a cancellation
- Checked the latest order status and which stage it is at
- Have not installed or activated anything further while waiting
- Prepared the order number and the email used to purchase
- Written a short, clear reason for wanting to cancel
If the order was placed a while ago
Sometimes the wish to cancel comes days or weeks after an order was placed. The window is 14 days from payment; past that there is no refund, even if the profile was never installed. So do not wait: if you already know you will not use it, deal with it now.
No matter how much time has passed, telling us as soon as you can is still the best thing to do, since the longer it takes, the more chance the situation shifts toward being harder to help — whether through an unintended further installation or a shift in the relevant policy's timeframe.
When the final answer is not a full cancellation
In some cases, the final answer may not be a full cancellation, or none at all, because the order status does not meet the conditions. If that happens, we will explain honestly why, along with whatever alternative options exist, if any — such as addressing a genuine usage problem instead of a full refund. We will not promise in advance that an alternative always exists, since it depends on the real details of each order.
If you are travelling soon and still on the fence
Some people buy a plan days or weeks ahead of an actual trip, then have plans change suddenly and become unsure whether they still need it. If you are in this spot and have not installed the profile yet, the best approach is leaving it as is — do not install it just in case — and wait until your travel plan is genuinely settled before deciding whether to use it or contact us about cancelling.
If your travel plan changes in a way you are genuinely certain means you will not use that plan at all, whether the whole trip was cancelled or the destination changed, tell us as soon as you can rather than waiting until close to the original travel date. The sooner you tell us, the more likely the order still sits in the not-yet-installed status, which, as explained above, is the status with the most room to help.
DUK
Can I cancel if I have not installed the profile at all?+
This has the most room of any case. Contact us at once with the order number, and do not install it while waiting for a reply.
I have installed it but not switched on internet yet — can I still cancel?+
Some cases can still be helped, depending on whether the backend system counts it as having begun use. Tell us honestly and let the team check.
It is activated or some data has already been used — is there still any way?+
This has the narrowest room of all, but we still review it case by case. Describe the situation honestly at every point.
What information do I need to send when requesting a cancellation?+
The order number, the email used to purchase, the profile's current status, and the reason for wanting to cancel. The more complete, the faster the reply.
What should I do while waiting for a cancellation answer?+
Do not install or activate anything further, and do not buy a fresh backup plan yet. Wait for our reply before deciding the next step.
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