SIM replacements in the Gigs Dashboard

This guide covers replacing a user's SIM card in the Gigs Dashboard. There are two scenarios:

• Same provider replacement — the user needs a new SIM but stays on the same network provider.
• Cross-provider migration — the user needs to change both their SIM and the network provider. Applies to local lines only, and requires the functionality to be enabled on your project.

A SIM replacement is the right action when a user's SIM is damaged or lost, when they're experiencing connectivity issues, or when they need to switch between physical SIM (pSIM) and eSIM.

Same provider replacement

Replaces the user's SIM while they stay on the same network provider, keeping their existing phone number and plan.

Supported conversions: pSIM to pSIM, pSIM to eSIM, eSIM to pSIM, eSIM to eSIM. Available conversion options depend on your plan configuration — for example, if your plan doesn't support physical SIMs, you cannot convert an eSIM to a pSIM.

How to initiate a replacement. Dashboard members with an Owner or Support role can:

• Navigate to the user's subscription in the Dashboard.
• Select Replace SIM from the actions menu.
• Enter the ICCID of the new SIM card, or choose auto-SIM for a new eSIM allocation.
• Confirm the replacement.

What happens next:

• If configured for your project, a User Consent request is sent.
• The SIM replacement activates shortly after submission (or after approval if user consent was requested).
• For pSIM replacements: the new SIM activates and the old one deactivates. The phone number and plan remain unchanged.
• For eSIM replacements: the Dashboard member who issued the replacement must share the installation QR code with the user. Gigs does not send this information by email.

Cross-provider migration

If your project offers connectivity powered by multiple providers, you can move a user from one network to another for better coverage while keeping their phone number. This is also useful for moving a user between different providers on the same network.

Supported conversions: pSIM to pSIM and eSIM to eSIM across providers.

Requirements:

• Plans on both providers must be configured and available in your project.
• The new provider must have a plan equivalent to the user's current one (same billing period, price, allowances, recurrence).
• Cross-provider migration must be enabled on your project.

How to initiate a migration. Dashboard members with an Owner or Support role can:

• Navigate to the user's subscription in the Dashboard.
• Select Replace SIM from the actions menu.
• Enter the ICCID of the new pSIM card, or select auto-allocation for eSIMs. If the system detects a cross-provider migration, you'll see a notification that it may take longer than a same-provider replacement.
• Confirm the replacement.

What happens next: the cross-provider replacement activates shortly after submission (or after approval if user consent was requested). The migration:

• Changes the user's plan to the equivalent plan on the new provider.
• Performs an internal phone number porting from the current provider to the new one.
• Completes the entire migration in approximately 15–30 minutes.

You can monitor progress on the subscription details page. A plan change will be visible during the migration, and the porting will be shown in the porting section.

This article doesn't cover:

Managing portings in the Dashboard →How to manage portings in the Dashboard