When you install an eSIM, you will see a confirmation message in the Airalo app that your eSIM has been successfully installed. This message appears in the installation instructions for the relevant eSIM.
How do I know which version of the app I'm using?
- If the app asks you to set up your device once and buy packages, you're 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.
In this article:
- Why can't I find the installed eSIM on my device?
- How can I prevent being unable to identify my installed eSIM?
- What can I do to identify my installed eSIM?
Why can't I find the installed eSIM on my device?
In some cases, you might have difficulty identifying the relevant eSIM on your device. This may occur for a few reasons:
- The relevant eSIM has a label you don't recognize, such as "Personal," "Secondary," "Work", or "Travel."
- Your device has multiple eSIMs installed with similar labels.
- The relevant eSIM has been deleted from your device.
If you're using the new Airalo, keep in mind that you only ever have one Airalo eSIM per device, so a mix-up between several similarly labeled Airalo eSIMs isn't something you'll run into. If you can't find it, it's more likely that the eSIM was removed from your device, or that setup was never completed.
Depending on the reason, different steps will help you identify the right eSIM.
How can I prevent being unable to identify my installed eSIM?
If you're using the new Airalo
With the new Airalo, you set up one eSIM per device, so there's no need to label it per country or destination — new packages are simply added automatically to that same eSIM. To avoid losing track of it, just make sure you don't delete it from your device settings between trips. You can always check which packages and destinations are active from the Packages tab in the app.
If you're using the public Airalo
We always recommend labeling your eSIM at the point of installation.
- Choose a unique name that's easily identifiable such as the country or region for the eSIM (e.g. "France" or "Europe").
- In some instances, it's useful to include the country or region covered by the eSIM in the label.
- Additionally, do not delete your eSIM until you are absolutely sure you no longer need to use it.
What can I do to identify my installed eSIM?
To identify the installed eSIM, you will need to know the ICCID of the relevant eSIM.
An ICCID, or Integrated Circuit Card Identifier, is a unique identifier assigned to every eSIM. It's comprised of 18-22 digits. To find the ICCID of the relevant eSIM, do the following:
If you're using the new Airalo
- Go to the Packages tab in the Airalo app.
- Navigate to the relevant device/package.
- Find "ICCID" and the corresponding number listed for the eSIM.
If you're using the public Airalo
- Go to My eSIMs in the Airalo app.
- Navigate to the relevant eSIM.
- Find "ICCID" and the corresponding number listed on the eSIM.
You can also find and copy the ICCID from DETAILS of the relevant eSIM.
Once you've found the ICCID, you will need to compare the number with eSIMs installed on your device. Please note, the relevant eSIM will need to be turned on to view the ICCID in your settings, regardless of your device.
For iOS devices:
Go to Settings > General > About and scroll until you see the active SIMs listed.
For Samsung devices:
Go to Settings > About phone/device > Status/phone identity > Network > SIM card and look for the ICCID details.
For Pixel devices:
Go to Settings > About Phone > SIM Status and look for the ICCID details.
If you have multiple eSIMs on your device, you may need to manually turn on each eSIM and repeat the steps until you find the eSIM with the matching ICCID.
If you still can't find a matching ICCID, it is possible the relevant eSIM was deleted from your device. Alternatively, it is possible you encountered issues that interfered with the installation process. In either case, please contact our support team for help.
