If you already have an installed eSIM on your iPad, you may need to delete any older eSIMs before adding a new one. You'll want to check which version of the app you're using before you proceed.

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.

Should I remove my eSIM?

If you're using the new Airalo, your device has a single eSIM that holds all your packages, not just one. Removing that eSIM removes it entirely from your device — including access to any active or future packages on it — until you retry setup.

If you remove your eSIM:

• You will lose the ability to use any currently active package until you complete setup again.
• You'll need to go to Packages → Device Options Menu → Retry device setup to set up your device again.
• Once setup is complete, your existing packages will be available again on the device — they are not deleted, but you won't be able to use them until your device is set up again.

We generally recommend against removing your eSIM unless you're troubleshooting an issue or intentionally starting fresh.

If you're using the public Airalo, eSIMs typically can't be reinstalled. We highly recommend that you don't remove any eSIM you still intend to use. But deleting an older eSIM you no longer need before installing a new one (as described below) is fine.

Keep in mind that once an eSIM is removed from your device, you may encounter an error when trying to download it again. Therefore, you will need to purchase, install, and activate a new eSIM to access mobile networks at your destination.

We recommend temporarily disabling the eSIM when you're not using it rather than deleting it.

How to remove an eSIM from your iPad

1. Go to Settings > Mobile data and select the eSIM you want to remove.
2. Select Delete eSIM.
3. Confirm the deletion, if prompted.

If you only have one eSIM, you may see a Delete eSIM option.

If you have multiple eSIMs, select the eSIM you want to delete — you may need to select the information (i) icon.

Does deleting an eSIM from a device stop related payments?

No. Deleting an eSIM only removes the eSIM from your device. It won’t cancel any active subscriptions or renewals — please be sure you’re ready to delete the eSIM before you proceed.

If you still have issues, please contact our support team — we’re available 24/7 and happy to help.