Question 1

Can I receive phone calls on my primary number?

Accepted Answer

It depends on your device. Some devices only allow for 1 SIM or eSIM to be connected at a time. If you’re using an iPhone, particular models have the Dual SIM Dual Standby (DSDS) technology that allow you to remain connected with both physical SIM and eSIM simultaneously. Please bear in mind that data roaming charges may apply depending on your carrier provider.

Question 2

Dual SIM

Accepted Answer

The majority of Airalo eSIMs do not come with a phone number or calling credit. Please check  Additional Info which is at the bottom-right for more information.

Airalo eSIMs are mostly data-only plans. You can still make calls and send texts with your preferred data-based app such as FaceTime, Whatsapp, LINE, Skype, etc.

Question 3

Can I reinstall an eSIM?

Accepted Answer

A majority of eSIMs cannot be reinstalled. However, there are some exceptions. If your eSIM can be reinstalled, it will be stated in the Additional Info which is at the bottom-right of the selected data package page. If your eSIM cannot be reinstalled, we recommend temporarily disabling an eSIM so it can be reactivated again later.

Question 4

How can I remove an eSIM from my device?

Accepted Answer

Please note you cannot reinstall an eSIM on your device once it’s been deleted. You can delete or temporarily disable an eSIM in your device’s settings. You can see more information in the full article.

Question 5

How can I top up an eSIM ?

Accepted Answer

You can purchase a top up package for your eSIM via the website or the app. If there is no “Top up” button, or the button doesn’t work, this means the eSIM is non-rechargeable, or there has been a network carrier change for the eSIM. In this case, please purchase a new eSIM.

Question 6

Can I use tethering (personal hotspot)?

Accepted Answer

Yes, you can use your personal hotspot with our eSIMs. Before you use tethering with your eSIM, you need to manually update and save a new Personal hotspot APN and turn Data Roaming on. Please ensure that the eSIM Cellular/Mobile Data APN is the same as the Personal Hotspot APN. You can see more information in the full article.

Question 7

Can I keep my eSIM and buy/top-up a data plan as I go?

Accepted Answer

Yes, you can keep your eSIM and top it up as you go, with the exception of eSIMs that are non-rechargeable. Non-rechargeable eSIMs cannot be topped up once the validity period ends. If your eSIM is non-rechargeable, the information will be stated in the Additional Info which is at the bottom-right of the selected data package page.

Keep in mind that each device can store a limited number of eSIMs. For example, iPhones can store up to 15 eSIMs.

Question 8

Can I use the same QR code and install the eSIM profile on multiple devices?

Accepted Answer

No, you can install an eSIM on only one device.

If you have removed your eSIM from your device, please contact the Airalo support team.

Question 9

Can I transfer an eSIM that I have already installed on another device?

Accepted Answer

Certain eSIMs can be transferred to a different device. If you would like to know more about transferring an eSIM to a different device, please contact our support team and we will be more than happy to assist you.

Question 10

Can unused data be rolled over or transferred to a different eSIM or device?

Accepted Answer

Unused data cannot be rolled over. However, unused data for some eSIMs can be transferred to a different device. If you would like to know more about transferring the remaining data to a different device, please contact our support team (https://www.airalo.com/more-info/contact) and we will be more than happy to assist you.

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