Our Services
At AireloEdge, we offer a comprehensive range of information and guidance services to help UK travellers make the most of Airalo eSIM technology. All services are provided free of charge as part of our commitment to accessible travel information.
Plan Selection Guidance
Choosing the right Airalo plan can be confusing, particularly for first-time eSIM users. Airalo offers three main types of plan:
- Local Plan
- Covers a single country. Typically the most affordable option for travellers visiting one destination. Data is provided by a local network partner in that country.
- Regional Plan
- Covers multiple countries within a defined region (e.g., Europe, Asia, Americas). A good choice for multi-country trips within the same region. One plan, one activation, multiple countries.
- Global Plan
- Covers destinations across multiple regions worldwide. Ideal for frequent travellers or those visiting destinations on multiple continents in a single trip.
Our plan selection guidance helps you evaluate these options based on:
- Your specific destination(s)
- Trip duration and data usage habits
- Whether you need data in multiple countries simultaneously
- Budget considerations
- Device compatibility requirements
See our Pricing page for a detailed comparison of plan types and indicative costs. For personalised guidance, contact us.
Activation Support
Activating an Airalo eSIM involves several steps, and the process varies slightly between iOS and Android devices. Our activation support service provides:
- Step-by-step installation guides for iOS 16+, iOS 17+, and Android 12+
- Instructions for both QR code activation and manual code entry
- Guidance on configuring APN settings for optimal performance
- Troubleshooting guides for common activation errors
- Advice on when to activate (before or after arrival at your destination)
The full activation process is documented on our Process page. If you encounter an error not covered in our guides, contact our support team with your device model and the error message.
Coverage Information
Understanding coverage before you travel is essential. Our coverage information service explains:
- Which mobile networks Airalo partners with in each destination
- Expected network speeds (4G LTE, 5G where available)
- Known coverage gaps (rural areas, underground transport, remote islands)
- Whether plans include calls and SMS or data only
- Hotspot/tethering availability by plan
Coverage details are available on our Service Area page. Note that coverage maps and network partnerships are maintained by Airalo and their network partners — we provide guidance based on publicly available information, which may not reflect real-time network status.
Device Compatibility
Not all smartphones support eSIM technology. Our compatibility guidance covers:
Compatible Device Categories
- iPhone XS, XR, and all later models
- Samsung Galaxy S20 series and later
- Samsung Galaxy Z Fold and Z Flip series
- Google Pixel 3 and all later models
- Selected Motorola, Huawei, and Oppo devices
- iPad Pro (2018 and later), iPad Air (2019 and later)
Compatibility Requirements
- Device must support eSIM (hardware requirement)
- Device must be unlocked (not network-locked to a UK carrier)
- iOS 12.1+ or Android 9+ required
- Device must not be reported lost or stolen
- Some carrier-locked devices cannot be unlocked remotely
To check if your device is unlocked, contact your UK network provider. Most providers will unlock devices free of charge after the contract period ends. See our IMEI compatibility guide for more detail.
Troubleshooting
Common issues and their solutions are documented in our FAQ. The most frequently reported problems include:
| Issue | Likely Cause | First Step |
|---|---|---|
| QR code not scanning | Camera focus or lighting | Try manual code entry |
| eSIM not appearing in settings | Device not compatible or locked | Check compatibility list |
| No data connection after activation | APN not configured | Check APN settings guide |
| Slow data speeds | Network congestion or plan limit | Check data usage in Airalo app |
| Plan shows as expired | Validity period started on purchase | Check plan validity terms |
| Cannot make calls | Data-only plan selected | Verify plan includes calls |
| Hotspot not working | Hotspot not included in plan | Check plan features |
| eSIM deleted accidentally | Profile removed from device | Contact Airalo support |
For issues not listed above, contact our team at [email protected].
Included and Excluded
The following table summarises what is typically included and excluded in Airalo eSIM plans. Note that specific inclusions vary by plan — always check the plan details on Airalo's platform before purchasing.
| Feature | Included | Not Included |
|---|---|---|
| Mobile data | Yes (all plans) | — |
| 4G LTE speeds | Most plans | Some budget plans (3G only) |
| 5G speeds | Selected plans in supported countries | Most plans |
| Voice calls | Selected plans only | Data-only plans |
| SMS text messages | Selected plans only | Data-only plans |
| Hotspot/tethering | Most plans | Some regional plans |
| Data rollover | No (use-it-or-lose-it) | — |
| Plan top-up | Yes (via Airalo app) | — |
| Refund on unused data | Subject to Airalo policy | Generally not available |
| Multiple device use | Hotspot sharing only | Direct multi-device activation |
| Roaming within plan region | Yes (regional plans) | Outside plan region |
| Emergency calls | Via physical SIM | Not via eSIM data plan |
| Customer support | Via Airalo app/website | Phone support (Airalo) |
| Plan sharing | No | — |
Glossary of Terms
The following terms appear throughout this site. For a full glossary, visit our FAQ page.
- eSIM
- Embedded SIM — a digital SIM card built into your device that can be programmed remotely with a mobile data plan.
- QR Code Activation
- The process of scanning a QR code provided by Airalo to install an eSIM profile on your device.
- APN (Access Point Name)
- A configuration setting that tells your device how to connect to the mobile network. Some Airalo plans require manual APN configuration.
- Data Roaming
- Using mobile data on a network other than your home network, typically when abroad. Airalo eSIMs replace the need for roaming on your UK plan.
- IMEI
- International Mobile Equipment Identity — a unique number identifying your device. Used to check if a device is compatible with eSIM and whether it is unlocked.
- Dual SIM
- A device feature allowing two SIM profiles to be active simultaneously — typically one physical SIM and one eSIM.