How to Cancel an Order

You may need to cancel an order after it has been placed. Cancellation eligibility depends on the type of product or service and the current shipping status of the order.

Review the sections below to determine whether your order can be canceled.

Understand Cancellation Policy for Prepaid Cards

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 card, the transaction is processed in real time and cannot be reversed.

Understand Cancellation Limits for Shipped Monthly Plans

If your monthly (postpaid) service has already been shipped, the order cannot be canceled.

What you can do instead:

You can request to cancel the plan going forward, which will stop future charges and shipments. For more information, see How to Cancel Postpaid (Monthly) Services.

Understand Cancellation Terms for Bundled or Contract Orders

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

How the Early Termination Fee is calculated:

ETF = Remaining months in contract × Monthly recurring charge

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

Cancel Hardware or Service Orders Before Shipment

If your order includes SIM cards, rentals, devices, or accessories and has not yet shipped, it may be eligible for cancellation.

Action required: Contact us as soon as possible to request cancellation. Orders that have entered the fulfillment process may no longer be eligible.

Contact Support for Order Cancellation Assistance

If you are unsure whether your order can be canceled or need help, please contact our support team.

We will review your order and confirm what options are available.