Use the cancellation preview for your exact eSIM rather than deciding from installation status alone.
Before you request cancellation
- Identify the eSIM you want to cancel, especially if an order contains several.
- Check whether it activated or used data.
- Review the cancellation option in the app, where available, or ask support to check it.
- Read the proposed outcome and confirm only if you want that action.
An unused eSIM may qualify for the automatic route, but cancellation availability, payment status and network checks also matter. A profile being installed does not by itself mean it was used.
If it was used or did not work properly
Explain the issue to support. Activation or data use can prevent an automatic refund; it does not replace a review of a service problem.
If you only want an update
Ask for the status of the existing cancellation or refund. Do not submit another cancellation.
See "Our refund policy in plain terms" for the difference between eligibility, review and completion.