Order a new SIM-card for your Xplora subscription

Whether your SIM-card got lost, damaged, or needs to be replaced due to technical issues, we’ve got you covered!

Here’s everything you need to know about ordering and setting up a new SIM-card for your Xplora subscription.

When should you order a new SIM-card?

As a parent, there are several scenarios where you may need to order a replacement SIM for your child’s Xplora watch:

• Lost or damaged SIM: If the SIM-card is lost or broken, you’ll need a new one to get the watch back up and running.
• SIM has expired or the subscription has ended: Some SIM-cards may expire if they were never activated. Similarly, when your subscription ends and the phone number is no longer reserved, a replacement SIM will also be required to reactivate the service. 
  ✓ SIM-cards can be reactivated within 60 days after the subscription has been cancelled.
• Switching to a different carrier: If you’re switching to a different network, we can help link a new SIM to your existing subscription.
• SIM-card not working: If the old SIM stops working for any reason (e.g., poor connectivity or malfunctioning), you may need a new one to restore service. Before requesting a new SIM, contact our customer support team to troubleshoot and see if the issue can be resolved without replacing the SIM.

How to order a new SIM-card

Reach out to our customer support team, and they’ll provide you with a direct link to place your order for the new SIM-card. Once you've placed the order, your new SIM will be on its way to you and arrive within 3-5 business days.

Linking the new SIM to your subscription

Once your new SIM arrives, it’s time to link it to your existing Xplora subscription. Our customer support team will take care of the activation process for you.

Here’s what you need to do:

Send us the phone number or ICC number of your current subscription, and the ICC number of the new SIM-card, printed on the SIM packaging.
We will get back to you to confirm that we have started the exchange process and send you a new email once the change is done.

Upon confirmation, the SIM-card will be active and ready to be used in your watch.

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