Gigs

To help your end-user with issues, please follow the below steps:

Confirm that the issue is not related to one of these common reasons:

1. There's a mismatch between the ICCID (SIM card number) in the Gigs Dashboard and the ICCID in the end-user's device
2. The device has been damaged
3. The SIM card or <a href="https://help.gigs.com/en/articles/6538433-what-actions-do-i-need-to-take-before-installing-my-esim-plan">eSIM</a> has not been installed correctly. This includes confirming that the physical SIM has been put into the device correctly, and the device has been restarted since. 

Activation times may vary by network operator and can occasionally take up to 24 hours. Ensure that 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 all necessary settings are correctly enabled.

Attempt to reset the device/network settings:

1. Turn airplane mode on/off
2. Power-cycle the device
3. Manually reset the network settings (if possible)

1. Confirm that the issue is not related to one of these common reasons:
   1. There's a mismatch between the ICCID (SIM card number) in the Gigs Dashboard and the ICCID in the end-user's device
   2. The device has been damaged
   3. The SIM card or <a href="https://help.gigs.com/en/articles/6538433-what-actions-do-i-need-to-take-before-installing-my-esim-plan">eSIM</a> has not been installed correctly. This includes confirming that the physical SIM has been put into the device correctly, and the device has been restarted since. 
2. Activation times may vary by network operator and can occasionally take up to 24 hours. Ensure that the user has waited an appropriate amount of time for the device to connect to the network.
3. If the device has custom firmware/software, confirm with the user that they have the latest (compatible) version and all necessary settings are correctly enabled.
4. Attempt to reset the device/network settings:
   1. Turn airplane mode on/off
   2. Power-cycle the device
   3. Manually reset the network settings (if possible)

Please see additional <a href="https://help.gigs.com/en/articles/6538732-the-end-user-successfully-purchased-a-plan-but-the-plan-status-remains-pending">troubleshooting steps</a> if you're end-user's plan is pending after they've successfully purchased it. 