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.
I am trying to exchange a SIM for a subscription and pair it to a new device
First, you will need to pair the device to the new SIM and then perform the SIM exchange.
Unpair returned/ defective device from the user's ongoing subscription.
“Devices” → search for IMEI
"Settings" → "Manage SIMs"
Select SIM → "Remove SIM"
Add a new device to the inventory.
"Devices” → "Add Device" → Enter IMEI (device name will autofill with the device model)
You will automatically be on the page of the device you just added.
Pair new device with SIM (ICCID)
Inside the device you just added:
"Settings" → "Manage SIMs" → enter ICCID of ongoing subscription → "Add SIM"
Pair user with Device
"Settings" → "Change Ownership" → look up user using their Email → "Assign Ownership"
I am trying to exchange a SIM and the ICCID does not exist
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 the lefthand menu. If the SIM is not shown here, please contact [email protected] so we can upload this SIM to your project. the SIM needs to be uploaded to your project.