How to Cancel an Order

We understand that you may need to cancel an order after it’s been placed. While we do our best to accommodate these requests, eligibility depends on the type of product or service and the order’s shipping status.

Please review the sections below to determine whether your order qualifies for cancellation.

Prepaid Cards (Activated or Refilled)

Orders for prepaid cards that have already been activated or refilled are final and non-refundable. This includes:

• First-time activations
• Airtime refills
• Duplicate refills

Once airtime is applied to a SIM, the transaction is processed in real time and cannot be reversed.

Monthly Plan (Postpaid) Services (Already Shipped)

If your monthly plan service has already been shipped, the order cannot be cancelled.

What You Can Do Instead

You can request to cancel the plan going forward, which will stop future charges and shipments. To do this, please see: How to Cancel Postpaid (Monthly) Services.

Bundled Orders or Contract Plans (Already Shipped)

If your order includes bundled products or is tied to a contract, and it has already been shipped, it cannot be cancelled without an Early Termination Fee (ETF).

How the ETF is Calculated:

ETF = Number of Months Remaining in Contract x Monthly Recurring Charge

Example: If you have 6 months left at $20/month, the ETF would be $120.

Hardware or Service Orders (Not Yet Shipped)

If your hardware order includes SIM cards, rentals, new devices, or accessories and has not yet been shipped, we may be able to cancel the order.

Action required: Please contact us as soon as possible. Orders that have entered the fulfillment process may no longer be eligible for cancellation.

Need Help Cancelling Your Order?

If your order meets the eligibility criteria above or you have questions, please contact our support team. We'll review your order and let you know what options are available.