Resolve an eSIM service issue
Start with the customer's order or eSIM ID and access to the workspace that owns it. Check purchase, installation, and network service separately: a completed purchase does not confirm that the phone has connected.
1. Identify the service
Find the purchase in Orders or the profile in eSIMs. Confirm the affected customer and profile before taking action. With the API, get the order and get the eSIM.
Retain the order, eSIM, package, and subscription references relevant to the case. Keep installation credentials out of routine case notes.
2. Check the reported state
An order in charging may need wallet funds. provisioning or pending means the purchase is unfinished. failed carries failure details and any credit reference. For a completed order, continue with its eSIM and package rather than placing another order.
Check the eSIM's installation state and package balances with their timestamps. An absent installation report means the result is unknown. A null consumption value means there is no measurement; it does not establish unused or depleted data.
3. Choose the recovery step
| Symptom | Next step |
|---|---|
| Purchase is waiting for funds | Check the required wallet balance and follow purchase recovery. |
| Installation link did not arrive | Inspect delivery history and its failure code before resending. |
| Profile will not install | Record the device error and follow the installation guide. |
| Installed profile has no data | Check package state, covered countries, selected data line, and roaming settings. |
| Renewal stopped | Inspect the subscription's stop reason and period history. |
4. Apply an available action
Check available_actions on the eSIM before offering a top-up, suspension, resume, or release. A disabled action includes a reason. Permissions, profile state, or network support may prevent the action, and availability can change before you submit it.
Suspension pauses data service while package validity continues. Release permanently retires the profile and forfeits remaining data. Confirm that the chosen action matches the customer's intended outcome before submitting it.
5. Confirm the outcome
Read the affected resource again after an accepted request. A pending operation can later fail or return to its previous state. Confirm the final order, package, or eSIM status before telling the customer the action completed.
If installation is reported complete, ask the customer to test mobile data in a covered destination. Device connectivity is a separate check from the reported installation status.
Troubleshooting
Keep an unresolved purchase under its existing order ID. Retrying with a new purchase can create another charge without resolving the first. If the outcome remains uncertain, contact support with the order status, relevant timestamps, and the last error.
Prepare a support handoff
Record the customer's symptom, device model, destination, relevant resource IDs, and steps already attempted. Include failure codes and report times so support can distinguish stale information from a failed operation.
For an installation issue, include the method used and exact device error. Do not include QR codes, activation codes, or secret installation links in an unrestricted support conversation.
Next steps
Related resources
Continue with the documentation, guides and examples for this topic.