Guide: Troubleshooting an end-user issue

When end-users encounter issues, it can be a source of frustration for both them and support teams. However, there is no need to worry! This guide provides a friendly and effective approach to troubleshooting common problems. By following the steps outlined below, you can help your users get back on track swiftly.

Before delving into more complex troubleshooting methods, it is crucial to confirm that the issue is not related to one of the following common reasons:

• There is a mismatch between the ICCID (SIM card number) in the Gigs Dashboard and the ICCID in the end-user's device.

• The device has sustained damage.

• The SIM card or eSIM has not been installed correctly. Ensure that the physical SIM is inserted properly and that the device has been restarted since installation.

• Activation times may vary by network operator and can occasionally take up to 24 hours. Ensure that the user has waited an appropriate amount of time for the device to connect to the network.

• If the device has custom firmware or software, confirm with the user that they have the latest compatible version and that all necessary settings are correctly enabled.

If the issue persists, please try resetting the device or network settings. Here are some steps you can take:

• Turn airplane mode on and off.

• Power-cycle the device.

• Manually reset the network settings (if possible).

If your end-user plan is still pending after a successful purchase, please refer to our additional troubleshooting steps for Troubleshooting Pending Subscriptions.

By following these steps, you can assist your users in resolving their issues quickly and efficiently. Thank you for being a supportive member of the Gigs community!