When you factory reset a watch, you lose all the information contained in it, and the device returns to the factory settings. But resetting an Xplora with eSIM instead of nano-SIM has a different procedure.
There are two ways to factory reset an eSIM watch, which depend on the reason why you want to reset it:
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You want to remove the eSIM completely because you don't want to use it anymore, you want to sell the watch or change eSIM providers.
You have to reset the watch to factory settings yourself through the Xplora App. Go to the App → Profile of the watch you want to reset → Remove other contacts, including the second Admin
→ Remove watch → Factory Reset → Follow the instructions that will appear on the screen.
This will erase the data from the watch and the eSIM! After the factory reset, if you want to use the watch again, you will need to contact your eSIM provider in order to get a new eSIM code.
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You have a technical problem with the watch and want to keep the eSIM profile
Please contact us through our contact form, including the IMEI number of the watch and the proof of purchase in the message. We can factory reset the watch for you so the watch gets factory reset but the eSIM won't be deleted.
If you want to delete another provider’s eSIM profile and cannot factory reset the watch through the app, please contact your former provider with the EID number of the watch (found on the packaging or in the settings screen of the device) so they can delete/disconnect the eSIM from your Xplora watch.