When setting up your eSIM on an iPhone, you might see the following message (or something similar): "Unable to Activate eSIM. You can try again, or contact your carrier for assistance."
This can happen for a few reasons — some are simple to fix, and others may need a quick check of your settings.
If you're setting up the new Airalo for the first time
If you see this error during your device's initial one-time setup, the setup process on iOS may not have completed successfully. Before working through the checks below, try retrying setup directly in the app:
- Go to Packages in the Airalo app and select your device.
- Open the Device Options Menu and select Retry device setup.
- Follow the prompts again, and avoid closing the app or interrupting the process once it starts — it may take a few minutes.
You can retry setup as many times as needed on the same device. If the error persists after retrying, continue with the checks below.
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.
Check if the eSIM is already installed
Even if the error appears, your eSIM may already have been installed on the device.
You can check if your eSIM is installed by doing the following:
- Open Settings.
- Select Cellular or Mobile Data.
- Select Cellular Data and select your eSIM.
- Go to Cellular and select your eSIM — it may be named Personal, Travel, or Secondary.
- Make sure Turn On This Line is enabled.
- If necessary, make sure Data Roaming is turned on.
If you find the eSIM and these settings are correct, you're good to go! Your eSIM will connect once you're at your destination.
Make sure your device is connected to the internet
If you can't confirm that the eSIM is installed and you still see the error message, make sure your device is connected to a stable internet connection.
If you're using the new Airalo, go to Packages → Device Options Menu → Retry device setup in the Airalo app. If you're using the public Airalo, follow the eSIM installation instructions in the app to try again. (My eSIMs → Your eSIM → View details → Install or share)
Restart your device
A simple restart can often clear out small system glitches that may block the activation process. Restart your device, then check if the eSIM appears in the settings.
Update your device
Older iOS versions can sometimes cause compatibility issues with eSIM activation. Keeping your software up to date helps ensure the system can properly install and manage eSIMs.
Note: Before updating, we recommend backing up your iPhone using iCloud or a computer, just in case.
- Go to Settings > General > Software Update.
- Download and install any available updates.
- After restarting, try installing and activating the eSIM again.
Check if your iPhone is unlocked
If your phone is carrier- or network-locked, it may block eSIM activation from other providers.
- Go to Settings > General > About.
- Go to Carrier Lock.
- Check for “No SIM restrictions.”
If you don't see "No SIM restrictions," you may need to contact your primary mobile provider for assistance.
Disable VPNs or device profiles
VPNs or mobile device management (MDM) profiles may interfere with eSIM installation — you can try to turn off any VPNs to complete the installation.
Go to Settings > General > VPN & Device Management and remove any profiles you don't recognize or need.
If you've followed the steps above and the issue persists, our support team is here for you. We're available 24/7 and happy to help.
