The end-user successfully purchased a plan but the plan status remains “Pending”

This document provides a comprehensive guide for troubleshooting connectivity issues that users may encounter. If the initial troubleshooting steps do not resolve the problem, please follow the additional instructions outlined below.

Before proceeding with the advanced troubleshooting steps, ensure that all checks in steps 1 and 2 of the troubleshooting guide have been completed.

If the user is still unable to make calls or access data, it is essential to confirm that roaming is enabled on their device. Once roaming is enabled, the user should restart their device and wait for up to 5 minutes to establish a successful connection. Please note that this step is not applicable if the device does not support optional roaming.

In cases where the payment method used to purchase the subscription has been declined, the subscription may remain in a “pending” status for up to 24 hours before it changes to cancelled. It is important to monitor the subscription status during this period.

It is possible that the end-user has entered their address incorrectly. Please ask them to verify the following address details:

• ZIP code

• Street name

• House number

• City

• State

Once the correct address has been confirmed, you can edit the end-user's address in the Dashboard under their User section. After making the necessary changes, please contact support@gigs.com to request a reattempt of the subscription activation.

Finally, it may be that the user is in a location where there is no service from the relevant carrier. Encourage the user to try again in a different location to see if this resolves the issue. Often, users are aware of which service providers have coverage in their area.

If none of the above steps resolve the connectivity issues, please reach out to us at support@gigs.com, providing a detailed outline of the steps followed in the troubleshooting guide.