Your new watch is the same model as the previous one
When you receive a new watch that is the same model as your previous Xplora device, you can keep your existing SIM-card.
Your new watch is a different model from your previous one
If you are getting a different model, please use this contact form to get in contact with us, and we will set-up your SIM for you. You’ll need to send the IMEI numbers of the old and the new watch, which can be found either on the watch boxes or in the devices' settings.
I have received a new SIM-card
If you have received a new SIM card, we need to transfer your current subscription and phone number to the new SIM-card. Please send us the ICCID numbers of both the new and old SIM-cards. These numbers can be found on the SIM card itself and on the back of the larger plastic card, under the barcode.
In cases where the new SIM-card belongs to a different plan or network, it may be necessary to cancel your current subscription. This will allow you to activate a new subscription with a new phone number.
Don't hesitate to contact our customer support team for any questions or assistance in these situations. We're here to help you at every step!