The SIM exchange process only affects SIM pairing and not device IMEI pairing or user pairing. Please look at the below scenarios to ensure you are performing the process correctly.

First, you will need to pair the device to the new SIM and then perform the SIM exchange.

1. Unpair returned/ defective device from the users ongoing subscription.

   1. “Devices” → search for IMEI

   2. "Settings" → "Manage SIMs"

   3. Select SIM → "Remove SIM"

2. Add new device to inventory.

   1. "Devices” → "Add Device" → Enter IMEI (device name will autofill with the device model)

   2. You will automatically be on the page of the device you just added.

3. Pair new device with SIM (ICCID)

   1. Inside the device you just added:

   2. "Settings" → "Manage SIMs" → enter ICCID of ongoing subscription → "Add SIM"

4. Pair user with Device

   1. "Settings" → "Change Ownership" → look up user using their Email → "Assign Ownership"

Please first check that the ICCID is correct. Once you have verified this, you can check if the SIM exists by searching for the ICCID in the search bar on the SIMs page, which can be found using lefthand menu. If the SIM is not shown here, then it means that the SIM needs to be uploaded to your project.

Contact [email protected] in order to have this process completed.