A customer sees “installed” on the phone and “pending” in an app. Those labels can describe different observations. The device, the network and the purchase record do not share one universal state.

## Which steps should the customer understand?

The provider supplies a digital SIM profile containing the mobile identity and credentials the device uses to connect. Installation adds that profile to the device. The purchased plan determines which service the customer can use.

The customer may need to enable the profile. They may also need to select it for mobile data. The customer also follows the plan’s roaming instructions.

Connecting to a covered network and using data are further outcomes. A successful checkout establishes a purchase result; it does not prove those device steps happened.

## When does the package start?

The selected offer defines the event that starts the package and the validity period. Your app must show those terms before the customer decides when to install.

For a customer preparing before departure, separate the steps available at home from those requiring a covered network at the destination.

## Why can the displayed states differ?

Gigs reports an unknown profile status when lifecycle information is unavailable. Your app should keep that status visible. Missing information does not establish whether installation succeeded or failed.

In [Gigs’ profile lifecycle](https://developers.gigs.com/docs/core/sims), a status response can skip stages. A Gigs disabled-profile event can arrive late if the device has lost connectivity. Show the reported state with its observation time. If either is unavailable, keep that absence visible.

In your [installation journey](/products/esim/installation), keep setup instructions available until the customer has verified the connection. A purchase confirmation alone cannot establish that result.

## Related resources

- [eSIM](/products/esim) (product)
- [eSIM connectivity guide](/docs/guides/esim/overview) (docs)
- [What is an eSIM?](/explained/esim/what-is-an-esim) (answer)

[Get an implementation brief](/learn/workspace?topic=esim)