Using the new Airalo and having some issues? You're in the right place. Here are some easy troubleshooting steps to get you connected in no time.
Start here
- Step 1: Check your setup status
If your package shows "Set up needed," your eSIM has not been installed on your phone yet. Connect to Wi-Fi, open the Packages tab, and tap "Set up device." - Step 2: Confirm your location
Verify that you have arrived in your destination country—packages only activate within covered regions. - Step 3: Enable and select your Airalo eSIM for data:
Go to your device settings and ensure your Airalo eSIM line is enabled and selected for data. - Step 4: Make sure Data Roaming is ON:
In your device settings, make sure Data Roaming is turned on for your eSIM line. - Step 5: Refresh your network connection:
Toggle Airplane Mode ON for 10 seconds, then turn it OFF. If that doesn't work, restart your device.
If this still doesn't work, you might be facing one of the common issues below.
Why can't I find my eSIM on my device?
Start by checking the basics: your device needs to support eSIMs and be carrier/network-unlocked. If either of those isn't true, the eSIM may not appear or work.
Next, check the most common places in Settings.
- On iPhone, open Settings → Cellular (Mobile Data).
- On Android, open Settings → Network & Internet / Connections → SIMs.
If you previously removed the Airalo eSIM from your device, it will no longer show up as an active plan. A quick restart can also help refresh the list of SIMs. If it still doesn't show up, continue with the troubleshooting steps below.
What happens if I delete the Airalo eSIM from my device?
Deleting the eSIM removes it from your device. That means you won't be able to use packages on that line until you add the eSIM again. If you accidentally removed your eSIM profile from your device settings, go to the Packages tab → Device Options Menu → Retry device setup.
Change APN settings
Your APN should be set automatically. If you have no internet access, go to your device's cellular settings for your eSIM line and check if your APN was set automatically. If it's not, manually set the APN to globalapn or review how to change your APN settings. Please contact our support team if that doesn't work.
If your device is carrier-locked
Carrier locks will prevent your eSIM from being set up or connecting, even with new Airalo, because they mean your phone is restricted to a specific provider. Here's what you can do if your device is carrier-locked.
Contact Support Without Data
Even without an active package, you can still open the Airalo app to view troubleshooting guides or contact Customer Support directly, free of charge.
Need more help? Contact our support team.