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A working eSIM can be voluntarily cancelled while it is not installed, not used, and still technically cancellable.
If you may want to cancel, do not install the eSIM just to test it. Voluntary cancellation rules change after the first installation.

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Before installation

Cancellation is possible when all of these are true:
  • the eSIM has not been installed on any device;
  • the plan has not been used;
  • the product can still be technically cancelled.
If 2Chip can verify eligibility automatically, cancellation can be offered directly in the order. If eligibility cannot be determined reliably, the case goes to support. A missing cancellation button does not automatically mean a refund is impossible.
There is no separate universal “14-day voluntary cancellation” rule for a working eSIM. The product state and technical ability to cancel it are what matter.

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After installation

If the eSIM works correctly but you simply changed your plans, chose the wrong trip, or no longer want it, voluntary cancellation is no longer available after the first installation — even if no mobile data has been used yet.

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If the eSIM does not work

A technical problem is a separate case. Do not delete the eSIM. First determine what is wrong. Depending on the situation, the solution can be:
  • restoring service;
  • replacement;
  • a full refund;
  • in some cases, a partial refund.
If a partial refund is appropriate, support reviews the amount for that specific case.

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If payment succeeded but the eSIM was not provided

You do not need to open a refund request yourself. After successful payment, 2Chip allows up to 2 minutes to provide the eSIM installation details. If the eSIM is not provided within that time, 2Chip automatically starts a full refund of the amount actually paid.

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Contacting support

Open support from the related order or eSIM whenever possible. 2Chip can automatically attach known order, payment, device, eSIM, and package context. You only need to explain what is wrong and add screenshots if useful. If support needs more information, it will ask in the existing request.

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If a refund is already in progress

Do not create a second refund request for the same issue. Open the order and check its current refund status.

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Promo codes after a refund

If a promo code was used, it is restored after the successful refund with a new 6-month validity period.

Contact support

For technical issues, keep the eSIM installed until the case has been checked.
Last modified on October 20, 2026