I am getting an error message when activating my watch. What does it mean?

Below is a guide to help you understand the most common error messages and how to resolve them:

ERROR 18

This error occurs when the wrong QR code has been scanned.

Please follow these steps:

1. First, scan the QR code displayed on the watch screen to pair the watch with the app. If the QR code does not appear automatically, you can find it under the watch's settings.
2. After scanning the first QR code, open the welcome email or log in to MyPage to open the eSIM QR code*:
   1. Go to the "Overview" tab
   2. Select the correct subscription
   3. Press "View eSIM details"
   4. Here, you should find the QR code for the eSIM profile.

Please note that you need an active eSIM to complete the activation process.

*If you are using an eSIM from another provider, at this point scan the QR code provided by your eSIM provider.

Important: Scan both QR codes with the QR scanner available within the Xplora app and not through the regular camera.

It takes approximately 15 minutes from the time the QR code is scanned until the watch is activated for use.

Full activation instructions and an activation video can be found here.

ERROR 17

This problem occurs when you are using an eSIM with a PIN code, provided by non-approved carriers.

To resolve this, we recommend contacting your service provider to inquire if the PIN code can be removed from their side. However, please be aware that even without a PIN code, Xplora cannot guarantee full compatibility with certain providers. 

If you continue experiencing issues or need a reliable eSIM option, we recommend switching to the Xplora Connect subscription. With our subscription, you'll receive full support for any challenges you may encounter, with all services included in the price!

If you are interested in setting up an Xplora subscription, please let us know and we will help you further.

ERROR 16/3.8

This error appears when you try to scan an old eSIM QR code that has already been used to activate the watch. eSIM profiles are single-use and cannot be reused once activated.

You will need to request a new eSIM profile and use it to activate the watch. 

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