In this article:

• Not sure which version of the app you're on?
• What should be delivered?
• When can I expect my eSIM or top-up to be delivered?
• Do I need to do anything if my eSIM delivery is delayed?
• My package shows "Set up needed" — is that a delivery problem?
• What should I do if my order was not delivered?

In most cases, your purchase is available in your account instantly. Occasionally, delivery may take longer.

If there's a delay, you'll see a message in the app letting you know your purchase is on the way — you can refresh the app to check the delivery status.

Not sure which version of the app you're on?

• New Airalo: you set up your device once, then buy packages and top-ups that are added to the same eSIM.
• Public Airalo: you install a new eSIM for each trip or destination, and can buy top-ups for an eSIM you're already using.

What should be delivered?

• If you are using the new Airalo: You'll receive a package (or a top-up for a package already in use) that's automatically added to the Airalo eSIM already set up on your device. You don't need to receive — or install — a new eSIM for each purchase.
• If you are using the public Airalo: You'll receive an eSIM (for a new purchase) or a top-up (for an existing eSIM), which appears in your account for installation or use.

When can I expect my eSIM or top-up to be delivered?

Even if delayed, your purchase will generally be delivered in a few minutes. In rare cases, it may take up to an hour.

Do I need to do anything if my eSIM delivery is delayed?

No, you don't need to do anything.

• If you are using the new Airalo: Your package or top-up will appear in the Packages tab (formerly "My eSIMs") when it's available.
• If you are using the public Airalo: Your eSIM or top-up will appear in My eSIMs when it's available.

In both cases, we'll also send an email to let you know when it's been delivered. If your order isn't delivered within 70 minutes of purchase, we'll automatically issue a refund — you'll receive an email confirming your refund.

My package shows "Set up needed" — is that a delivery problem?

This applies to the new Airalo only.

No — "Set up needed" means your package was delivered successfully, but the device hasn't been set up yet. Connect to Wi-Fi, open the Packages tab, and tap Set up device to complete the one-time setup. Once that's done, your package is ready to use.

What should I do if my order was not delivered?

If your order is not delivered, we recommend you try purchasing again for the same destination in a few hours.

If you have any more questions or require further assistance, please reach out to our support team — we're available 24/7 and always happy to help.

Tip for users of the new Airalo: if you have no data at the moment, you can still open the Airalo app to check your purchase or contact Support, thanks to built-in zero-rated access.