An end-user wants to return the device but keep the physical SIM card

When returning a device, it's essential to understand what happens to the SIM card, especially if it's still functional. This guide will walk you through the different scenarios based on whether the user is staying with your service or switching to a different one.

If the user replaces their device but stays with your service, the SIM card can typically be transferred to the new device. For this to work smoothly, please ensure that the following conditions are met:

• The device is the same type of device.

• The SIM is still functional.

• The subscriber has restarted their device after inserting the new SIM.

• The subscription is still active for that SIM, and there’s an attached plan.

• (For AT&T SIMs only) The device is approved for use on the AT&T network.

• The new device isn’t blacklisted anywhere.

If the user decides to leave your service, the SIM card will stop functioning as soon as their subscription and plan have ended. Both are necessary for the SIM to operate.

Sometimes, users may want to transfer their SIM card to a different type of device, such as moving it from a kid's smartwatch to a smartphone or from a phone to a tablet. Here are some important considerations:

• Carriers can be particular about non-approved device swaps. The line may be suspended if a SIM is placed in an unapproved device.

• This is particularly true for AT&T, but other carriers may have similar policies.

• The user's plan is generally tailored for a specific type of device. For instance, some plans may only support usage for watches, tablets, or smartphones and may not be compatible with other device types.

Understanding these scenarios can help ensure a smooth transition for users when returning devices and managing their SIM cards. Feel free to reach out if you have any questions or need further assistance!