FAQ

Note, we do not have the full set of packages in Sandbox as in Production. As a result, it is possible you will not find a country in sandbox that will be in PROD.


Yes, our Partner API is compatible with WordPress.

Some of our partners who use WordPress sites have combined WordPress with WooCommerce


You can use the Get Usage endpoint, only available in the sandbox environment. This endpoint will reduce the data available by 100 MB for each call, so it simulates your user’s usage.


The SM-DP+ Address and activation code can be found in the response of the Submit Order endpoint, but are also available at the Get eSIM and Get Order endpoints.

No, the packages and the prices differ in the sandbox and production environments. The packages created in the sandbox are for testing and development purposes, only.


We do support Woocommerce with plugin, and the team is working on the Shopify integration.


No, it is not possible to customize the SPN.


In most instances, the Airalo Partner API allows for a complete white-label experience.

Some eSIM providers, however, might display “Airalo” as the Service Provider Network (SPN) when an eSIM has been installed.


This depends on how many times an eSIM has been reinstalled.

Most eSIMs can be reinstalled up to 3 times. Notable exceptions to this are eSIMs for Chile, Argentina, and those that require eKYC.


The activation policy s provided in the Get Package endpoint — operator.activation_policy provides this information (typically displayed as "first-usage” or “installation”).

First usage applies when the eSIM is connected to any supported network. Please keep this in mind for regional or global packages.

Installation applies to the few eSIM packages that are activated at the time when the eSIM is installed. Please inform your customer when this is the case.


In some instances, the APN needs to be set up manually. In other instances, this is done automatically — this depends on the operator and corresponding eSIM package. You can find this information by using the the Get Packages endpoint.

Get Packages V1

The two attributes “apn_type” and “apn_value” in the response provide this information so you can advise your users, as necessary.

Get Packages V2

Our updated version provides extended support and OS-specific information. In many cases, APN settings are automatic for iOS devices while requiring manual setup on Android devices.


Yes, the Discover+ package provides services such as data, texting, and phone numbers, so authentication can be done using the phone number received through eSIM.

Depending on the device, however, you may receive an error message during registration.
To resolve this, additional steps may be needed, such as using a VPN during registration to match the country of the phone number and the IP address.


You can use the filter="global" to receive both regional and global packages.

Once the filter is applied, you have two options:

1. Use the slug.
2. Use the covered countries.

While either option works, country coverage is often more reliable.

If you want to test the entire flow, from purchase to activation, you can place test orders in the production environment once you’ve finished development and internal testing. Make 1-2 test orders using your production credentials before enabling the production app for your end users.

These test orders can be refunded — just open a support ticket and cite “testing” as the reason for your refund request.


Before you can cancel an order, you’ll need to manually check whether the conditions of the cancelation policy have been met.

We always recommend checking all the requirements with the client. To reduce canceled orders, check your user’s device compatibility by calling the submit order endpoint after the payment is collected from the client.

In the event you need to cancel an order, you’ll need to submit a ticket with our support team via email (partner.support@airalo.com) and provide the list of ICCIDs and the cancellation reason

How to set up a brand for eSIM Sharing

We’ve enabled custom branding to highlight your own brand while sharing eSIMs. This can be set up by creating a brand in the Partner Platform. The brand settings play a crucial role in customizing the experience across various components of eSIMs, the Partner Platform, emails, and PDFs. Here's how they are used in each area:

• eSIMs Cloud: Brand settings personalize the eSIM details display, incorporating logos and colors in the user interface. This ensures consistent brand representation when customers interact with the eSIM service.
• Partner Platform: Brand settings customize eSIM QR codes, reflecting your own brand by showcasing your logo.
• eSIM Emails: Brand settings influence the appearance of emails sent to customers. They ensure that email templates carry your branding (logo, colors, etc.) and contain the eSIM cloud link, creating a consistent look and feel in communications.
• eSIM PDFs: Brand settings apply to generated PDF documents, incorporating logos and support contact details.

How do I access brand settings?

Once you have the necessary permissions, you can access the Brand Settings page. Click on your username in the top right corner. The Company Settings should contain a Brand Settings tab.

How do I create a new brand?

• Enter the brand name. The system will automatically suggest a unique brand alias, with a validation check to ensure it’s not already in use.
• You’ll also see the eSIMs Cloud URL and email associated with the brand.
• The brand setting name serves as an internal identifier for brand settings within the system. This parameter will be used to assign a brand via the API.

• Add the visual elements for brand styling, including your brand logo, icon, hero image, and brand color.
  

• In the Customer Support Details section, include your support email and optional phone number.

• Brand eSIM settings allow you to manage the visibility of eSIM details. Once it’s:

  • Enabled - users can check the eSIM usage and details.
  • Disabled - only the installation instructions are visible, with basic eSIM Information.

• As you change these settings, the preview section updates in real-time, previewing the branded PDF and other changes.

What do the brand settings affect?

Based on the brand settings, other parts of our products can be affected. The table below shares the details of those connections.

Once the brand is created, how do I assign the brand through API?

When submitting an order, the brand can be specified by adding the "brand_settings_name" value. It also can be done at a later stage by updating the assigned brand. This ensures that the eSIM will reflect the selected brand’s settings, such as logos and color schemes.

All the details about retrieving branded eSIM information are outlined in How to get the eSIM Sharing Link through API.

Can I use the eSIM Sharing Link without creating a brand?

Yes, you can. If neither method is used to specify branding, the eSIM will be unbranded by default. This means it won’t include any partner-specific branding for sharing, and users won’t see Contact Us details. All of the other functionalities will still work.

 "sharing": {
            "link": "https://esims.cloud/test-brand/jgxtu-pvk2fmh4",
            "access_code": "4436"
        },

"sharing": {
            "link": "https://esims.cloud/he4qy-kqc8u68t",
            "access_code": "8319"
        },

 "sharing": {
            "link": "https://esims.cloud/test-brand/jgxtu-pvk2fmh4",
            "access_code": "4436"
        },

"sharing": {
            "link": "https://esims.cloud/he4qy-kqc8u68t",
            "access_code": "8319"
        },

"brand_settings_name": "Test Brand"