⚠️ If you encounter connectivity issues, we suggest contacting our customer service team before making any changes. Often, a small fix like unblocking the service or adjusting settings can resolve the issue. Just contact us, and we’ll figure it out together.
Network coverage
Network performance can vary by location. While no provider guarantees perfect connectivity everywhere, it's important to choose one that ensures a stable and reliable connection where you use the watch the most.
Before using your watch, it’s a good idea to check the LTE coverage in your area. Most mobile operators provide coverage maps online, which can give you an idea of the signal strength. Keep in mind that these maps are estimates and may not account for physical obstructions like thick walls and natural landscape, which can impact signal quality - signal strength is generally better in open areas with a clear view of the sky.
Using other providers
If you still experience connectivity issues after reaching out to our support team, you have the option to use other providers, such as EE or O2*. Before switching, we strongly recommend verifying compatibility with our customer support. Incompatible SIM-cards may lead to connection problems, so verifying first can save you unnecessary trouble.
*Kidzi watches, available exclusively on Amazon, are only compatible with the Xplora Connect subscription.
Here are some points to consider when choosing a different SIM-card provider:
✅︎ Network type and coverage: Check if the provider supports different network types, such as 2G and 4G, and offers reliable coverage in the areas where you intend to use the Xplora watch. 4G network is the most reliable one.*
*Many mobile network operators have already discontinued or are in the process of phasing out their 3G networks to focus on 4G and 5G technologies. If your provider is shutting down 3G, it may affect network connectivity in certain locations.
✅︎ SIM format: Nano SIM watches only support nano-SIM, while eSIM watches require eSIM. Be sure to check which watch version fits your needs before making a decision.
✅︎ Data and voice plans: The plan should have a minimum of 150MB of mobile data and unlimited voice minutes.
Both contract and prepaid plans are compatible. If you choose a prepaid plan, ensure you have enough data and voice minutes to keep the watch fully operational.*
*The watch’s data and voice consumption depends on individual usage. To reduce mobile data usage, connect the watch to WiFi when downloading firmware updates or sending larger files.
✅︎ PIN code: Any PIN code must be deactivated before inserting the SIM-card or loading the eSIM into the watch.
✅︎ Individual SIM: Like all smartphones, Xplora works on its own and therefore needs a separate SIM-card with a unique number. Please note, twin SIMs or multi-SIMs cannot be used.
Please note
Xplora does not take responsibility for errors or service disruptions caused by using an incompatible provider. If you experience issues with a third-party SIM, troubleshooting may take longer, as we do not have direct access to the provider’s network settings. We will always do our best to assist you, but some problems may require coordination with your provider, which could delay resolution.