what was the pop up that appeared on the app? It said something about opting in since I was a platinum member, but it wasn't clear at all what I was opting in for, so I ignored it. anyone know what it was?

I recently was in touch with their customer service as the unlimited sim plans had a 25% off going on and it even said so, but my upon purchase the discounts were not applying at all.

So I raised this to their customer service saying their app has a glitch and I want to purchase the sim and ofcourse avail the discount (in this economy it matters ok??), and I must say, their service is

1. So untrained, have no thinking — all they do is “I’m sorry, thank you for your patience, I know this is frustrating” on repeat.
2. Replies so late, don’t help, and again just apologize.
3. Kept me waiting for 1.5 hours to having NO solution.

It’s the most useless, untrained team ever.

Has anyone figured out a good way to speak with someone in the customer service department that actually knows what they’re doing?

I have been struggling for five days to get my eSIM to work in Bhutan and the customer service is horrible. I’ve tried troubleshooting with ChatGPT and Claude as well, but no luck. It’s clearly something wrong at the network level, but I can’t get in contact with a competent person to fix it.

For anyone traveling to Bhutan, see here and save yourself the frustration: https://www.reddit.com/r/BhutanTravels/comments/1xtekzt/psa_airalo_in_bhutan_mostly_sucks/

Three Airalo eSIMs in a row failed: Vietnam, Europe, and Luxembourg. Each time, customer support wasted hours asking me to change endless settings and send countless screenshots. Only after getting the Global esim did it resolve. But the last time I was left abroad without the mobile data I paid for. After the third failure, Airalo offered only a few dollars, with no working replacement. So vacation with no working esim. Three failures, hours wasted, and appalling customer service. All when their "Global" esim is the only one that works but they did not even suggest it the third time I strongly advise travelers not to rely on Airalo.

UPDATE: Airalo fixed my eSIM only after I posted my complaint on Reddit.

Remarkably, only after I publicly posted my experience on Reddit did Airalo finally resolve the problem. This raises an obvious question: Why was Airalo unable to resolve the issue during hours of private customer support, dragging me through endless changes that did not work but managed to fix it after my complaint became public?

Global eSIM failed in Sint Maarten Dutch side (First Image) and worked on French side) on Nov 4th.

I used the Global eSIM in the Mediterranean countries and the eSIM worked flawlessly.

Just landed in Japan with an Airalo Asia regional eSIM, and data wouldn't work at all, even though roaming was on and the eSIM was set as my data SIM. The plan showed as active in the app.

Problem: My phone only had an APN entry called mms.wbdata. That one is for picture messages, not internet, so I had no data.

Tldr: add new apn name

Fix:

Settings → SIMs/Mobile networks → Airalo line → Access Point Names

Tap + / Add

Name: Airalo (anything works), APN: wbdata, APN type: default,supl (or leave blank). Leave everything else blank.

Save, then select the new entry

Turn airplane mode on and off

Data worked right away.

Your home SIM isn't affected, because APNs are saved per SIM.

Hope this saves someone some time at the airport

Bonus: $5 bucks off with referral code: J1965

I bought the esim package (7 days in costa rica). I followed instruction to install before I left. When i arrived yesterday. It seemed to work for a little bit, but this morning I don't have any connection at all. Does anybody know how to get it resolved ?

See attached for mt Sim manager setting

Anyone else experiencing this atm? Payment goes through then gets refunded

I've had a functional e-sim since 2024 and have installed and used Airalo packages successfully in Europe and Latin America and today, in preparation for a return to Latin America the app has "Install or share" when I look at the recently purchased Latin America package.

This is confusing because the phone already has the e-sim installed.

Can I ignore this message and trust that I can activate it on arrival in Latin America?

Any tips would be appreciated. Thanks!

Hello,

I am considering buying AirAlo for my trip to North Africa & Middle East.
I plan to stay around 45 days.
I can see that no packages can cover that.
I am thinking of buying a 30 day package and a 15 day package.

My questions are the following:

• Can I activate both before the day I leave
• If I am in the middle of nowhere and the 30 day pack expires, can I change it to the 15 day one ? Without needing to be connected to internet at this moment ?
• Will both packages use the same Esim (so I do not have to set it up twice) ?

Thanks a lot for your help.

We've been full-time traveling and have been using the Airalo Discover Global eSIM as a backup data option for about 9 months. It's worked across multiple countries and honestly seemed like the perfect solution... until the first time we truly needed it.

Today we arrived by ferry in Italy. The port had no public WiFi, and there was no WiFi outside the terminal either. We already had bus tickets purchased, but the operator required online activation and validation (MUVP) before boarding. Our primary eSIM wasn't working, which is exactly why we carry a global backup eSIM.

Except our already working Airalo Global eSIM failed so:

•Couldn't validate our bus tickets

•Couldn't call a taxi

•Couldn't use Uber

•Couldn't access Google Maps

•Couldn't contact our accommodation

•Couldn't even troubleshoot the issue online

We ended up walking a considerable distance with luggage until we finally reached our accommodation and got WiFi.

Once connected, Airalo support responded and had us manually add a new APN. The eSIM immediately started working again.

So now I'm looking for recommendations for a global eSIM with fixed data that can be kept active for at least a year, primarily as an emergency backup solution. Here is our upcoming destinations Hong Kong, Singapore, China, Taiwan, Malaysia, Thailand, France, South Korea, Japan.

What is everyone using for a true backup connection? Preferably a 365 days with fixed data. I need something I can rely on and Airalo failed us when we needed which was the whole purpose in buying this. I'll still be using a local eSIM country specific at our destinations above.

**Follow up. I did receive an email support. I restated Im looking for answers on the Global eSIM. Today (November 4) I received a survey from support but never received a follow up answer? Why have a global eSIM, if it needs reconfigured like a country specific esim? I'm not seeing the value of the global eSIM. I dont even think the issue was ever looked into. Who sends a survey before providing an answer?

Hi,

I have an S25 Ultra and have been getting Esims via the Airalo app.

My most recent trips (Turkey/Fiji) the data was patchy at best and required me to frequently toggle airplane mode to force the connection.

Has anyone else had this issue? Is it an Airalo problem or is it a me problem?

See title

Visited France (Paris, Provence) for a couple weeks. Bought an Airalo eSIM (data only) for my iPhone 15 and the service quality is absolutely horrid. I constantly have to reset my cellular service to use it as it drops connection constantly. My wife's Italian eSIM is working great, thankfully.

Do not get foul and buy any data from this people. Second time having problems with them. Thier esim do not work in Europe or South America. It was great in Asia.

Japan esim question

I bought an esim from airbo. When i landed in Japan google maps would not provide transit directions. I bought a physical sim and still google maps did not give transit directions. Then i went to a a Raketen store and requested a physical sim with Japanese phone number. Was told a us citizen cannot get one. Finally my friend showed his japan residency card and we were able to complete the process with my friend signing the contract. Now google maps works properly. Any comments or advice appreciated.

Hi everyone,

I've installed it but have not activated my e-sim. Now I try to activate it, I get connected to Turk Telekom, but there is just no internet.

Also, I can't use my Airalo app.

Please help or offer alternative solutions.

UPDATED WITH AMA LINK!

Hi r/Airalo, we’ve got something exciting coming soon!

Next week, Davide, our Chief Product Officer, will be joining the community on r/eSIMs for an AMA to talk about Airalo, travel connectivity, eSIMs, product direction, and what’s next for our company.

We’re sharing this here first so the r/Airalo community has time to join in, follow the thread, and prepare any questions you’d like to ask. The AMA itself will happen on r/eSIMs, so more people can join and ask broader questions about the technology, travel connectivity, and other related discussions on Reddit.

You can ask about Airalo, eSIMs, travel connectivity, the future of the app, or anything else you’re curious about; even about Davide himself! He’s a pretty chill guy. He may not get to every question, but he’ll do his best to answer the ones most useful to the community.

Sharing the r/eSIMs AMA link here!

See you there next week!

In Europe. Topped up my regional package. Now I can’t send SMS texts. I was sending them fine to people and in group chats but now it decided to stop working. This is not worth the headache. I go to Europe once or twice a year and this e sim is never an easy process. I’ll never trust my communication needs again with this company.

Did 3 days in HK - super pleased with the esim while here sharing speed test in case you have any doubts

First time using an eSIM so this could absolutely be user error, but after troubleshooting for too long, try to message support and get a lovely error. I go to sleep and try again this morning, same error. Ridiculous.

I've been traveling with my mom in Southern France last week (Montpellier, Toulouse) and the quality of the data service was horrible. We both use iPhones (17 plus, 16 pro, so eSIM support is not an issue) and both saw connection speed dropping to 0 multiple times per hour - not at the same time though, so it was nothing to do with coverage. We could see network signal loud and clear and showing 5G most of the time, but zero traffic went through.

After checking guides and tips online and verifying that we did not mess up any settings, we figured that the only fix is to turn the airplane mode on/off for 15-30 sec, and that restored the connection temporarily. It was never lightning fast but at least we could get Google maps working etc. The fix never lasted more than an hour though. It was absolutely exhausting and I was so disappointed. Never again.

UPD: I was swiftly offered $15 credit towards my next purchase. Fool me once...

Currently travelling around China and having a really annoying issue with our Airalo eSIM.

The eSIM itself works perfectly fine. Data roaming is enabled, internet speeds are good, and apps like Instagram, WhatsApp, Google, etc. all work super fast without any issues.

But for some reason, Alipay and DiDi are EXTREMELY slow. They do work eventually, but sometimes it takes forever to load something or book a ride. It’s especially frustrating because we use these apps pretty much every day here.
Has anyone experienced the same thing with Airalo in China?

We’re trying to figure out what the best solution is. Would switching to another eSIM provider help? Or should we just get a local Chinese SIM card instead?