My Xplora SIM-card
Where do I find my Xplora SIM-card?
If you ordered the watch with a 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 a confirmation with your new phone number. The phone number will be also displayed in the My Plans section.
The watch came without a SIM-card.
Please contact our Xplora customer support at firstname.lastname@example.org.
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. Once the SIM-card is properly inserted, you will see a full signal bar on the screen bar.
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.
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 send us an email to email@example.com.
Creating my Xplora Connect 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. Just fill in your full name and email. We will ask you to validate your account by sending a security code to your email.
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 (firstname.lastname@example.org) 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 don't remember my password to sign in on the Xplora Connect platform.
There is no need for a password, just use your email for logging 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 Connect account.
At the moment, it is not possible to change the email address associated with your account.
Activating my SIM-card
What's the difference between the ICCID and the IMEI number?
The ICCID number is the number you can find on the SIM-card itself and on the back of the larger plastic card, under the barcode. The IMEI number is your watch's unique number and can be found on the box of the watch.
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.
Which subscription should I choose?
All of the available plans have been carefully designed to work perfectly with your Xplora watch. The Smartwatch USA plan includes enough data & voice service so that you will not have to worry about staying connected.
I have two Xploras. Can I have several plans on one account?
Yes. You can have multiple plans on one account. It's easy to do, just head over to My Plans and Add a Plan.
What is the minimum subscription period for the Smartwatch USA plan?
The minimum subscription period for the Smartwatch USA plan can be found in the Add Plan or My Plans section on your browser. Please click Add a Plan to see all available plans.
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 Smartwatch USA plan is provided via the domestic T-Mobile network. You can see the LTE network coverage in pink on the following map. 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, Xplora Connect doesn't work in the roaming mode. We recommend using a local provider while abroad.
More questions? Contact us at email@example.com. We'll be happy to help!
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