Question 1

How do I retrieve the eSIM ICCID?

Accepted Answer

In case you do not have it, the eSIM ICCID Number can be retrieved from our mobile application or our website by following the steps in this article.

Question 2

When is it safe to remove eSIMs from my device?

Accepted Answer

You can safely remove eSIMs from your device when:
- There is no longer an active data package for the eSIM.
- You no longer have a use for it.  
- Your new eSIM is for the same country/region.

Question 3

Can I use my old eSIM again?

Accepted Answer

You can use your old eSIM again if :
- the eSIM has available top-up data package options you can buy
- you still have it installed on your device
- you will be using it for the same supported country

You CANNOT use your existing eSIM if:
- there are no available top-up options
- you plan on using it for a different country than you&#x27;ve used before and, it&#x27;s not supported. 
- there are necessary updates made to the eSIM

Question 4

What happens to the unused data after the validity period?

Accepted Answer

The unused data cannot be used once the eSIM reaches the validity period

Question 5

How do I know which eSIM is using data?

Accepted Answer

To know which eSIM is using data, you can verify this using your device settings. Please follow the steps in the full article.

Question 6

How can I top up an eSIM ?

Accepted Answer

You can purchase a top up package for your eSIM via the website or the app. If there is no “Top up” button, or the button doesn’t work, this means the eSIM is non-rechargeable, or there has been a network carrier change for the eSIM. In this case, please purchase a new eSIM.

Question 7

How can I remove an eSIM from my iOS device?

Accepted Answer

Please note you cannot reinstall an eSIM on your device once it’s been deleted. You can delete or temporarily disable an eSIM in your device’s settings. You can see more information in the full article.

Question 8

How can I check my current data usage?

Accepted Answer

You can find your current data usage on the Airalo website, Airalo app, and device settings. Please follow the steps in the full article.

Question 9

Can I use tethering (personal hotspot)?

Accepted Answer

Yes, you can use your personal hotspot with our eSIMs. Before you use tethering with your eSIM, you need to manually update and save a new Personal hotspot APN and turn Data Roaming on. Please ensure that the eSIM Cellular/Mobile Data APN is the same as the Personal Hotspot APN. You can see more information in the full article.

Question 10

Can I reinstall an eSIM?

Accepted Answer

A majority of eSIMs cannot be reinstalled. However, there are some exceptions. If your eSIM can be reinstalled, it will be stated in the Additional Info which is at the bottom-right of the selected data package page. If your eSIM cannot be reinstalled, we recommend temporarily disabling an eSIM so it can be reactivated again later.

Question 11

Can I receive phone calls on my primary number?

Accepted Answer

It depends on your device. Some devices only allow for 1 SIM or eSIM to be connected at a time. If you’re using an iPhone, particular models have the Dual SIM Dual Standby (DSDS) technology that allow you to remain connected with both physical SIM and eSIM simultaneously. Please bear in mind that data roaming charges may apply depending on your carrier provider.

Question 12

Can I make phone calls or send SMS?

Accepted Answer

The majority of Airalo eSIMs do not come with a phone number or calling credit. Please check the Additional Information section to see more. 

Airalo eSIMs are mostly data-only plans. You can still make calls and send texts with your preferred data-based app such as FaceTime, Whatsapp, LINE, Skype, etc.

Question 13

Can I use the same QR code and install the eSIM profile on multiple devices?

Accepted Answer

No, you can install an eSIM on only one device.

If you have removed your eSIM from your device, please contact the Airalo support team.

Question 14

Will my apps and sites work with my eSIM mobile data?

Accepted Answer

You can access most of your apps or sites using mobile data.

Difficulties with using the app or sites happen if they have a security feature that checks your IP address. It may recognize your IP Address as located in another country when using your eSIM mobile data. Our data services require a different method of routing and are uses a roaming platform so servers are in other locations than the country you are in.

Some of our customers use VPN as a workaround. It works on some apps or sites but we can&#x27;t guarantee it will work on all since some have their security features that still trace the original connection even with the use of VPNs.

We are sorry for any inconvenience this may have brought you. However, we cannot control this on our end as we are dependent on the services of the providers in this case.

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