If you’ve purchased your device through a mobile network provider or carrier, your device may be network or carrier-locked. This means your provider has placed restrictions on your device that limit your ability to connect to other networks.

You can’t install an eSIM if your device is network or carrier-locked. If you want to use an eSIM, please contact your mobile network provider or carrier to unlock your device.

This applies whether you're using the new Airalo or the public Airalo. A carrier lock will prevent your device from completing the one-time setup if you're using the new Airalo and installing other eSIMs if you’re using the public Airalo.

If your device has recently been unlocked, your carrier may have disabled eSIM support for a period of time as a security precaution. In these cases, please contact your mobile network provider or carrier to override the device’s security settings.

How do I know if I'm using the new Airalo or the public Airalo?

• If the app asks you to set up your device once and buy packages, you are using the new Airalo. Simply open the Packages tab (formerly "My eSIMs") to complete setup, and after that, whenever you buy a new package for your desired destination, it will be added to that same device automatically—no new eSIM needed.
• If the app shows individual eSIM installation instructions for each purchase and the My eSIMs tab instead of Packages, you are likely using the public Airalo.

If you have any questions, please contact support. We’ll be happy to help.