Guide: Troubleshooting an end-user issue

When your end-users encounter issues, it can be frustrating for both them and you. But don’t worry! We’ve put together a friendly guide to help you troubleshoot common problems effectively. Follow the steps below to get your users back on track.

Before diving into more complex troubleshooting, it's essential to confirm that the issue isn't related to one of these common reasons:

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

• The device has been damaged.

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

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

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

If the issue continues, 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 successfully purchasing it, please take a look at our additional troubleshooting steps for 🔗 Trouble Shooting Pending Subscriptions

Following these steps can help your users resolve their issues quickly and efficiently. Thank you for being a supportive member of the Gigs community!