All you need to know about Xplora Connect US service All you need to know about Xplora Connect US service

All you need to know about Xplora Connect US service

Xplora Connect

What is Xplora Connect?

Xplora Connect is Xplora’s SIM platform, which allows you to connect your Xplora watch with the AT&T or T-Mobile networks through a range of flexible plans.

By subscribing to a plan, you can enjoy the full potential of your Xplora watch. With reliable network coverage and a variety of plan options, Xplora Connect ensures that your watch is connected to the people and information that matters most to you.

My Xplora SIM-card

Where do I find my Xplora SIM-card?

If your watch comes with an Xplora SIM-card, you will find your SIM-card inside of your Xplora box or directly inserted in the watch.

I received the watch and the SIM-card. How do I find my Xplora phone number?

Once you have successfully purchased your plan, you will receive an email confirmation from noreply@gigs.com containing your new phone number. The phone number will also be displayed in the My Plans section.

To purchase a connectivity plan, you’ll need to create an Xplora Connect account. For guidance on creating an account, please refer to the section titled "Creating Xplora Connect Subscription Account" below.

The watch came without a SIM-card.

Please use our contact form to contact our Xplora customer support.

How I do insert the SIM card into an XGO2 watch?

To open the SIM-card slot, use the screwdriver that was included in your Xplora watch box. Place the SIM-card with the chip facing up (refer to the picture below). Push the SIM card into your watch until it clicks firmly into place. You may need to help yourself with a thin tool, such as the screwdriver. 

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How I do insert the SIM card into an XGO3 watch?

Use the SIM-eject tool that was included in the Xplora watch box to open the SIM-card tray. Refer to the picture below to place the SIM-card in its correct position. Push the SIM tray into the watch until you notice that it's firmly closed. 

XGO3-SIMinstall.png

How I do insert the SIM card into an X5 Play watch?

Use the SIM-eject tool that was included in the Xplora watch box to open the SIM-card tray. Refer to the picture below to place the SIM-card in its correct position. Push the SIM tray into the watch until you notice that it's firmly closed. 

X5_Play_SIM.png

How I do insert the SIM card into an X6Play watch?

After removing the elastic frame, you will find the SIM slot on the left side of the watch. Open it and introduce the SIM-card in the SIM tray; the shape of the tray will help you place the SIM card in the correct position. Make sure that the metallic contacts of the SIM-card are facing down, like in the picture below. 

X6_SIM_position.png

Does my SIM-card expire after a certain period of time?

If the SIM-card is not activated within 180 days from the date of purchase, it will expire. Please be sure to activate your SIM card before that.

I lost my SIM-card.

Please use our contact form to contact our Xplora customer support.

 

Creating my Xplora subscription account

Can I use my Xplora app account to activate the SIM-card?

Before activating the SIM-card, you need to create a new account on the Xplora Connect platform.

How do I create an Xplora Connect account?

Before activating the SIM-card, please follow these steps to create a new account on the Xplora Connect platform and complete the activation process:

  1. Use the following link to enter your device's IMEI number. The IMEI can be found on your watch boxes or in the device's settings.
  2. You will be redirected to Xplora Connect.

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  1. Select "Start Now" and enter your email address.
  2. We will then ask you to validate your account by sending a security code to your email.
  3. Follow the prompts to select a plan. 

Once you've completed these steps, your SIM card will be activated and ready to use with your Xplora device!

I did not receive a verification code by email.

Occasionally, the verification code emails might get blocked either by your email server, firewall, email provider, or email client. Here's what you can do:

  • Add the Gigs email address (noreply@gigs.com) as a Safe Sender or Trusted Sender to your email client.
  • Check your Spam or Junk folder - Your ISP or corporate domain may be configured to deliver commercial mail to your Spam or Junk folder by default.
  • Check for typos - Check the spelling of the email address. If there was a typo, request another verification email to be sent to the correct address.

I have an existing Xplora Connect account and cannot find it

You can use the following link and enter your IMEI number to be directed to the Xplora Connect account associated with your device and email address. If you're unsure which email address you used, you can search for "noreply@gigs.com" within your email to find your initial activation or receipt.

I don't remember my password to sign in on the Xplora Connect platform.

There is no need for a password, just use your email to log in. You will get asked for the verification code sent to you by email.

I want to change the email address associated with my Xplora subscription account.

At the moment, it is not possible to change the email address associated with your account.

 

Activating my SIM-card

What is an IMEI number?

The IMEI (International Mobile Equipment Identity) number is a unique identifier for your Xplora watch. It's like a fingerprint that distinguishes your device from all others. You can typically locate your watch's 15-digit IMEI number on the box in which the watch was packaged. This number is essential for activating your plan and ensuring that the connectivity is correctly associated with your specific device.

What's the difference between the ICCID and the IMEI number?

The ICCID  number is a unique identifier for your SIM-card, consisting of 18 to 22 digits. You can find this number on the SIM-card itself and on the back of the larger plastic card, under the barcode. For example, a valid ICCID might look like: 8914500000000000001.

The IMEI number is a 15-digit unique identifier for your watch. You can find this number on the box of the watch. For example, a valid IMEI could be: 356988998898998.

Scanning the QR Code does not work.

If scanning the barcode with the camera doesn't work, try entering the ICCID or the IMEI number manually. 

When will my plan be activated?

Your plan is instantly activated after you successfully purchase your subscription. Please wait 5-10 minutes while the network completes connecting to your watch and reboot your watch.

Is there any activation or cancellation fee?

No, we do not charge any activation or cancellation fees. Please refer to your plan details to see your minimum subscription period.

How will I be charged?

You will be charged immediately upon completion of the purchase of the plan. The subscription will then be charged every 30 days for the duration of your subscription period.

 

My Xplora Connect Subscription

Which subscription should I choose?

All of the available plans have been carefully designed to work perfectly with your Xplora watch. All the plans include enough data & voice service, so that you will not have to worry about staying connected. You can choose between a contract and a pay-as-you-go subscription. The subscription offers unlimited calls and data and there is no activation fee. 

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For more details on each plan, please log in to Xplora Connect account.

I have two Xplora watches. Can I have several plans on one account? 

Yes. You can have multiple plans on one Xplora Connect account. It's easy to do, just head over to My Plans and Add a Plan.

Not sure where to find your Xplora Connect account? No problem! You can find more details in "Creating my Xplora subscription account" section.

What is the minimum subscription period for the Xplora plan?

The minimum subscription period can be found in the Add Plan or My Plans section on your browser. Please click Add a Plan to see all available plans.

I only want a 30-day plan. Is there an option for this?

There is not a 30-day only option. When you purchase a plan from us, you will automatically be enrolled in our auto-renewal subscription until your subscription is cancelled. 

Can I pause or cancel my subscription plan if I'm currently not using it?

At the moment, Xplora Connect does not allow you to pause your subscription plan. However, you can cancel your subscription by going to My Plans → Subscription details → Cancel Subscription.
If you cancel your subscription it will expire at the end of your last contractually required billing period.

Connectivity

Does Xplora Connect offer 5G?

Currently, our smartwatches are only capable of supporting LTE.

Where can I check the coverage of the Xplora Connect network?

Your plan is provided either via the domestic T-Mobile or AT&T network. You can see T-Mobile's LTE network coverage in light pink on the following map. AT&T's LTE coverage can be checked here (marked in light blue color). Please note that exact coverage (by street) may vary based on external factors.

Can I make calls and text in another country while I'm traveling?
At the moment, your SIM-card doesn't have the roaming mode enabled. We recommend using a local provider while abroad.

 

More questions? Fill out our contact form. We'll be happy to help!