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."

Ciò può accadere per diversi motivi: alcuni sono semplici da risolvere, altri potrebbero richiedere un rapido controllo delle impostazioni.

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:

1. Go to Packages in the Airalo app and select your device.
2. Open the Device Options Menu and select Retry device setup.
3. 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.

Controlla se la eSIM è già installata

Even if the error appears, your eSIM may already have been installed on the device.

Puoi verificare se la tua eSIM è installata procedendo come segue:

1. Apri Impostazioni.
2. Select Cellular or Mobile Data.
3. Select Cellular Data and select your eSIM.
4. Go to Cellular and select your eSIM — it may be named Personal, Travel, or Secondary.
5. Make sure Turn On This Line is enabled.
6. Se necessario, assicurati che Roaming dati sia attivato.

Se trovi la eSIM e queste impostazioni sono corrette, sei a posto! La tua eSIM si connetterà una volta giunti a destinazione.

Assicurati che il tuo dispositivo sia connesso a 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)

Riavvia il tuo dispositivo

Spesso un semplice riavvio può risolvere piccoli problemi di sistema che potrebbero bloccare il processo di attivazione. Restart your device, then check if the eSIM appears in the settings.

Aggiorna il tuo dispositivo

Le versioni iOS più vecchie possono talvolta causare problemi di compatibilità con l'attivazione della eSIM. Mantenere aggiornato il software aiuta a garantire che il sistema possa installare e gestire correttamente le eSIM.

Note: Before updating, we recommend backing up your iPhone using iCloud or a computer, just in case.

1. Go to Settings > General > Software Update.
2. Download and install any available updates.
3. Dopo il riavvio, prova a installare e attivare nuovamente la eSIM.

Controlla che il tuo iPhone non sia vincolato

If your phone is carrier- or network-locked, it may block eSIM activation from other providers.

1. Go to Settings > General > About.
2. Go to Carrier Lock.
3. Check for “No SIM restrictions.”

If you don't see "No SIM restrictions," you may need to contact your primary mobile provider for assistance.

Disattiva le VPN o i profili dei dispositivi

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. Siamo disponibili 24 ore su 24, 7 giorni su 7 e sempre lieti di aiutarti.