I try to activate my Xplora subscription but I'm receiving an error message that the IMEI is incorrect. What should I do?

If you’re seeing an error message stating that the IMEI is incorrect when trying to activate your Xplora subscription, don’t worry—we can help you resolve the issue quickly.

This error may occur due to a technical issue or if you are trying to activate a subscription on a used device. Please get in touch with us, and we’ll work to resolve the issue for you.

Activating your first-time subscription

Please provide the following information when contacting our support team:

• The IMEI number of your Xplora watch, found on the packaging or in the watch settings
• The colour and model of your Xplora watch
• The SIM card number / ICC number from the back of the SIM-card (19 digits)
• The store or website where you purchased your Xplora watch

Activating your replacement SIM-card

Please provide the following information when contacting our support team:

• The IMEI number of your Xplora watch(es), found on the packaging or in the watch settings
• The SIM card number / ICC number from the back of the new SIM-card (19 digits)
• The phone number associated with your current subscription

Activating a watch with an active subscription

If you already have an active SIM-card and are ready to activate your Xplora watch, you can skip directly to the device activation step. To do so, use the QR scanner within the Xplora app. Please note that using your smartphone camera will only take you to the subscription activation stage you are currently at.

For detailed steps on activating your device, refer to our Products section.

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