Order 4***A

[Newto3]

Hi there,

On 04.12.2024 order 4***A new eSIM PAUG was confirmed. 

But on 17.12.2024 i received an email that 'your order 4***A has been cancelled, you'll be refunded within 28 days'.

It's unfortunate, because I was going to use this card on my new iPhone 16 right after the Christmas holidays.

If it's possible please renew this eSIM. If not I would like to know how can I get my money back.

Thanks in advance for your prompt reply,

Regards 

[JonathanB]

Hi @Newto3,

Sorry to hear this, we'd expect an eSIM order to have completed immediately, so it's a bit odd for it to have cancelled 14 days later. Perhaps the order was saved rather than all steps completing?

In terms of payment, was this for a Top Up or Data Pack for the SIM? We'd recommend to check that the transaction definitely completed on your bank account, as this may have returned automatically if the order never went ahead. If you've definitely been charged, please get in touch, and customer services can take a closer look into what happened.

As this is a public forum we've removed your account info from the post. It's best not to share any personal or account info on public platforms. 

Thanks,
Jonathan

[Anar1a]

I'm no expert on this but it sounds like you answered your own questions.

PAYG e-sim? Not sure why you'd choose that, irrelevant as it is: I didn't even know they offered this.

Any amount of reasons could exist for cancelling your e-sim order, perhaps they don't actually offer that service to iPhones?

You'd have to contact them directly to find out as no one on the forum have access to account information. All they can do is check stock.

As for your refund, you're telling us you have been informed to expect your money back automatically within 28 days.

That means your original payment method (your debit/credit card I'd assume) will be refunded within that time period. No point on asking for it faster if that's their policy.

Besides, if you've ordered a PAYG ESIM, I'm confused, usually there's no charge for sending out a SIM card at all let alone esims as they work immediately.

Given your order date and when it was cancelled, it's possible it got cancelled because you didn't activate it within the cancellation period and they assumed you wouldn't be using it. (14 days)