SIM Replacements: A Comprehensive Guide

This guide explains how to replace a user's SIM card within the Gigs Dashboard, covering two different scenarios:

• Same provider replacement: When a user needs a new SIM card but will remain on the same network provider.

• Cross-provider migration: When a user needs to change both their SIM card and network provider.

You can initiate a SIM replacement when a user's SIM is damaged or lost, when they're experiencing connectivity issues, or when they need to switch from a physical SIM (pSIM) to an eSIM or vice versa.

This process allows you to replace a user's SIM card while they stay on the same network provider, keeping their existing phone number and plan.

We support all conversion types: pSIM to pSIM, pSIM to eSIM, eSIM to pSIM, and eSIM to eSIM. Available conversion options depend on your plan configuration—for example, if your plan doesn't support physical SIMs, you cannot convert an eSIM to a pSIM.

Dashboard members with an Owner or Support role can follow these steps:

1. Navigate to the user's subscription in the Dashboard.

2. Select Replace SIM from the actions menu.

3. Enter the ICCID of the new SIM card or choose auto-SIM for new eSIM allocation.

4. Confirm the replacement.

1. If configured for your project, a request for the 🔗 User Consent will be sent.

2. The SIM replacement will activate shortly after submission (or after approval if user consent was requested).

   • For physical SIM (pSIM) replacements: The new SIM card will be activated and the old one deactivated. The phone number and plan will remain unchanged.

   • For eSIM replacements: The dashboard member who issues the replacement must share the installation QR code with the User. Gigs will not send this information by email.

Remember to make sure the user inserts their new pSIM card or installs the new eSIM card.

If you offer connectivity powered by multiple providers, sometimes you need to move a user from one network to another for better coverage. In these cases, we can move users across providers seamlessly while keeping their phone number. This functionality is also helpful when you need to transfer a user between different providers on the same network.

💡Note: This capability needs to be specifically enabled for your project. Please reach out to your Account manager to facilitate it.

We support all cross-provider migrations from pSIM to pSIM and from eSIM to eSIM.

For a cross-provider migration to work successfully, your project must meet the following requirements:

• Providers must be configured: Plans on both providers must be configured and available in your project.

• Plans must be equivalent: The new provider must have a plan that is equivalent to the user's current plan (same billing period, price, allowances, and recurrence).

• Functionality must be enabled for your project.

Dashboard members with an Owner or Support role can follow these steps:

1. Navigate to the user's subscription in the Dashboard.

2. Select Replace SIM from the actions menu.

3. Enter the ICCID of the new pSIM card or select Auto-allocation for eSIMs. If the system detects that this is a cross-provider migration, you will see the notification that it might take some more time than a same provider replacement.

4. Confirm the replacement.

The cross-provider SIM replacement will activate shortly after submission (or after approval if user consent was requested). Once triggered, the cross-provider migration will:

1. Change the user's plan to the equivalent plan on the new provider.

2. Perform the phone number porting process from the current provider to the new one.

3. Complete the entire migration in approximately 15-30 minutes.

You can monitor the progress on the subscription details page. A plan change will be visible during the migration, and the porting will be shown in the porting section.

• For physical SIM (pSIM) replacements: The new SIM card will be activated and the old one deactivated. The phone number and plan will remain unchanged.

• For eSIM replacements: The dashboard member who issues the replacement must share the installation QR code with the User. Gigs will not send this information by email.

Remember to make sure the user inserts their new pSIM card or installs the new eSIM card.

❗If the internal porting process gets stuck, it may require manual intervention. Review the porting details page for any specific errors, correct them if you have enough information and, if the issue persists, contact our support team via support@gigs.com.