Troubleshooting, Cancellations, Refunds & Support

Restart the device, check that the SIM or eSIM is installed correctly, confirm flight mode is off and try an area with known coverage. If there is still no signal, contact support with your number and device/network details.

Check that mobile data is enabled, the correct SIM is selected for data and your plan has allowance. Restart the device and check APN settings; contact support if the issue remains.

Check signal, restart the device and confirm the number has completed activation or porting. If the issue affects only one sender, check their details; otherwise contact support with examples and times.

Ask the receiving network to check the PAC, mobile number, account details and expiry date. Send us the network's error message if the details are correct so we can investigate.

Try the most recent link from your order email. If it still does not open or verify, contact support with your order number so we can check the secure link.

The receiving network controls the final inbound port, so ask it for the latest transfer status first. Contact us if the PAC or purchased-number information appears wrong.

An expired PAC cannot normally be used. Request a replacement from support; a £35 administration fee may apply.

Contact support promptly with your order number. We will check whether fulfilment has started and whether a change is still possible under the applicable terms.

Send us your order number and purchased number. We will check the current connection, fulfilment or delivery status and explain the next action.

Check the order estimate and dispatch email first. If the estimated date has passed or tracking is missing, contact support with your order number so we can investigate.

Carrier scans can take time to appear, especially after dispatch. If there has been no update beyond the expected delivery window, send us the tracking reference and order number.

Cancellation is not automatic or guaranteed. Eligibility depends on the order type, fulfilment status, whether sourcing or connection has started, whether transfer/fulfilment has occurred and the applicable terms.

An automatically fulfilled Exclusive order may no longer be cancellable after fulfilment has taken place. Contact support promptly and we will assess the order's actual status and terms.

You can request a review, but a delay does not automatically mean a refund is due. We assess the order type, current fulfilment stage, connection or transfer status and applicable terms.

Contact support with your order number, purchased mobile number and reason for the request. We will confirm whether the order is eligible and explain the next step under the applicable terms.

Include your order number, purchased mobile number, current network and a brief description of the problem. Add a screenshot where relevant, especially for error messages, tracking or PAC links.