How can I delete the eSIM profile from my watch?

You'll need to perform a factory reset to remove the eSIM profile from your watch. The factory reset needs to be done by removing the watch from all contacts and guardians in the contacts setup. Full reset instructions are available here.

If your watch was factory reset by our Customer Support, an old eSIM profile will still be present on your device. To resolve this:

1. Pair your watch with the app using the old eSIM. The app will skip the step where you're asked to scan the eSIM QR code.
2. Use the Xplora app to perform a factory reset on your watch.
3. Your watch is ready to be activated with a new eSIM.

If you are using a third-party eSIM provider, they may be able to remotely delete the eSIM profile. To request this, you will need to provide them with the watch's eID, which can be found on the watch packaging.

Important: Factory resetting your watch will erase all data stored on the device. Before proceeding, ensure you have backed up any important data you wish to keep.

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