How to Cancel an Eneba Order Before Key Reveal.

Cancelling a Eneba order by email

Eneba won’t action a cancellation from an email alone, use the fastest channel above for the cancellation itself. This email still earns its place: it puts your cancellation date in writing (your evidence if they keep billing) and it’s where the refund request happens.

1. Email the verified address

   support@eneba.com, the standard route for Eneba.

2. Use a precise subject

   Subject: Cancellation Request, [your account email]

3. Send this template

   Hi Eneba team,
   
   I'd like to cancel my recent Eneba order (reference [order number], placed on [date]) under the account [your account email].
   
   Please confirm the cancellation by reply and process the refund to my original payment method.
   
   Best,
   [your name]

4. Wait for confirmation

   Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

What happens to what you’ve already paid

For digital keys and eGift cards, the bulk of what Eneba sells, you have 14 days from purchase to request a refund, but only while the key is still hidden: request it from My Library via Redeem key → Request a refund without revealing the code. Once the key is displayed, Eneba treats the product as delivered and change-of-mind refunds stop; the only remaining route is a faulty-key claim, where you must prove the code is invalid or was redeemed before you bought it. Keys bought on Eneba cannot be refunded through Steam, PlayStation or Xbox, because those platforms treat a key redemption as a retail purchase. Wallet top-ups and store credit behave differently again: purchases paid from the Eneba Wallet are generally refunded back as store credit rather than to your card, and reviewers report the checkout service fee is sometimes withheld from the refunded amount.

“You can ask for a refund during the next 14 days after your purchase (based on vendors terms and conditions), up until you display your key.”

, Eneba terms

Asking specifically for money back, not just a cancellation? See the dedicated Eneba refund guide , same data, but framed around the policy + escalation paths.

Does Eneba charge a cancellation fee?

We found no cancellation fee in Eneba’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide.

What doesn’t work for cancelling Eneba

Based on 7 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

• ✕ Asking for a refund after clicking to display or reveal the key, Eneba's help centre states that once a key has been displayed it is considered used and the product delivered, so the order can no longer be cancelled.
• ✕ Requesting the refund from Steam / PlayStation / Xbox instead of Eneba, Eneba states that key redemption on those platforms is interpreted as a retail acquisition, so the platform will not refund it.
• ✕ Change-of-mind return because you bought the wrong game, region or platform, Eneba only accepts returns before the code is viewed or where the code itself is invalid/previously used; buying the wrong product after viewing is not covered.
• ✕ Phoning Eneba, Eneba publishes no consumer support phone line on its own contact page, the only routes shown are the ticket form and departmental mailboxes.
• ✕ Expecting the checkout service fee back with the refund, Reviewers report being refunded 'minus the service fee' even where the key was never displayed; the fee is roughly 9% and only partly avoidable by paying from the Eneba Wallet.
• ✕ Trying to cash out a store-credit refund to your bank, Refunds on wallet-funded orders come back as store credit, which reporting says cannot be withdrawn to a bank or third-party wallet.
• ✕ Emailing a general mailbox and assuming the order is cancelled, Cancellation and refunds are processed only through the ticket/My Library flow; a mailbox message creates no order-side cancellation record.

Cancelled Eneba but still being charged?

Three common reasons, in order of likelihood:

• The cancellation didn’t actually complete. If you never received a written confirmation from Eneba, treat it as not cancelled. Email support@eneba.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
• You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Eneba’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
• Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Eneba charges again.

How Eneba will try to keep you

Eneba may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

• They’ll say: “Support sends you off to chase the issuing platform (Steam, Microsoft, Amazon) for redemption timestamps before they will act.”

  You say: Supply the platform screenshot once, timestamped, then state plainly: 'The evidence you requested shows the code was redeemed before my purchase date. I am asking for a refund of the full order, including the service fee, within 14 days.' Do not accept a second evidence request for the same fact.

• They’ll say: “Tickets closed or answered with generic 'we trust our seller' replies that never address the evidence.”

  You say: Reply in the same ticket rather than opening a new one, quote the ticket ID, and write: 'This ticket was closed without addressing the evidence submitted on [date]. Please reopen and escalate to a senior agent.' Reviewers report closures being reversed once flagged as erroneous.

• They’ll say: “Refund offered as Eneba Wallet credit instead of back to your card.”

  You say: Wallet credit is faster but locks the money on-site and cannot be withdrawn. Say: 'I decline store credit and require the refund to the original payment method used for order #XXXX.'

• They’ll say: “Refund issued minus the checkout service fee.”

  You say: State that the fee formed part of the price paid for an undelivered or defective product: 'The service fee was charged as part of order #XXXX. As the product was never usable, please refund the full amount charged, fee included.'

• They’ll say: “Open-ended 'waiting for the seller' delays of several business days on a faulty-key claim.”

  You say: Set a deadline in writing: 'If the seller has not responded within 5 business days of [date], please resolve the claim on the marketplace's side.' Note that unresolved card payments can be disputed with your bank as a last resort, and keep every ticket reply as your paper trail.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Delete your Eneba account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Eneba’s account settings, email support@eneba.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under state privacy laws such as the CCPA. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Eneba

Money-back questions (windows, pro-rata, chargebacks) are covered in the Eneba refund guide. Need a human for something else entirely? The Eneba contact guide lists every channel that actually answers.

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