For Providers - Gigs Business Help Center (B2B)
How to get started with & manage your Business on the Gigs Platform
Support
Escalating to Gigs Support
If you are experiencing issues with our services and the troubleshooting steps have not resolved the problem, rest assured that our Gigs Support team ...
How do I rate conversations with Gigs Support?
At Gigs, we are committed to delivering exceptional support to our users. If you encounter any issues, our dedicated Support team is ready to assist y...
Users, Subscriptions, and Plans
Can an end-user reactivate their plan?
Welcome to our guide on managing your subscription status! Whether you've canceled your subscription or it has expired, we’re here to help you underst...
How to apply a Top-up to a subscription
This article provides instructions for a subscriber to locate top-ups in Connect, apply a top-up to a subscription, and how to use the “Add Data” card...
Top-ups Overview
A top-up is a common add-on that allows a customer to add credit to a mobile subscription so that they can make calls, text or access the internet in ...
What is the difference between a User, a Subscription, and a Plan?
This is where the subscriber's details are. First thing that's created when someone first signs into Connect Where the user's personal details are kep...
Troubleshooting
Recent Activity Event Logs
This document provides an overview of events within the Gigs platform, detailing their significance, how to access them, and their implications for us...
Guide: Troubleshooting an end-user issue
When end-users encounter issues, it can be a source of frustration for both them and support teams. However, there is no need to worry! This guide pro...
The end-user successfully purchased a plan but the plan status remains “Pending”
This document provides a comprehensive guide for troubleshooting connectivity issues that users may encounter. If the initial troubleshooting steps do...
Getting Started
The Gigs Dashboard
Welcome to the Gigs Dashboard! This comprehensive interface is designed to help you manage all aspects of Gigs connectivity efficiently. Within the Da...
How do Payouts work?
Payouts are bi-monthly money transfers for transactions within a Gigs Connect project that pay funds to your Stripe Connect account. We send payouts o...
What is metadata?
This document provides a comprehensive overview of metadata within the Gigs platform, detailing its purpose, how to view and edit it, and important co...
User consent
In line with FCC regulations, Gigs products will ask for the user's consent to complete the following tasks: Replacing a SIM on an existing subscript...
How do I set up a Voucher?
This document provides a comprehensive guide on how to set up vouchers within the Gigs platform. If you require assistance, please reach out to the Gi...
What is Stripe Connect?
Stripe Connect is a powerful tool designed for businesses such as marketplaces and software platforms to facilitate payment routing between various p...
Gigs Customer Support Team
Welcome to the Gigs Support guide! Whether you have a question, need assistance, or want to report an issue, we're here to help. In this article, we'l...
Fair Usage Policy
Welcome to our comprehensive guide on the Fair Usage Policy. This article aims to explain the policy, its functionality, and how you can ensure compli...
FAQs / Updates
Connect Sessions and Connect Link
Welcome to our guide on Connect Sessions and Connect Link! This article explores how these features can enhance your app or website by providing seaml...
T-Mobile SIM Exchange
Welcome to our comprehensive guide on the T-Mobile SIM Exchange. In this document, we will explain what a SIM Exchange is, how it operates, and its im...
Connectivity
View end-user data usage
Welcome to our guide on how to check data usage for end-user plans on the Gigs Dashboard! Whether you manage a team or just monitor your own plan, thi...
Domestic Roaming
Welcome to our guide on domestic roaming! In this article, we’ll explore domestic roaming, how it works, and what you need to know to ensure you stay ...
Payments
Failed Payments
Understanding how to manage failed payments is crucial for maintaining your subscription services smoothly. This guide will walk you through the optio...
If the customer updates their payment method during an active subscription period, will the billing cycle restart or continue as normal?
The subscription billing cycle continues as normal — there is no change in service or billing dates moving forward.
Once an end-user updates their payment method, is there an option to pay immediately?
When the payment method is updated, Stripe will immediately begin its process to collect all outstanding payments. There is not a way to manually trig...
How does an end-user know if their payment went through successfully or was unsuccessful?
If it is the first payment for the subscription, the end-user will receive a “plan order receipt” email informing them that the payment was successful...
How many times will Gigs attempt a payment until the subscription is canceled?
Once a payment attempt has failed, it will be retried 4 times over the next duration of 21 days. In parallel, email notifications will be sent to the ...
How to refund a payment
A refund is returning funds from a successful purchase back to the original payment method of that purchase. A successful purchase is made when money ...
SIMs
PUK Code
Welcome to our guide on PUK, or PIN Unlock Key! In this article, we will explain what a PUK is, why it’s important, and how you can retrieve it if nee...
Expired SIMs
When working with T-Mobile SIMs, it's important to keep in mind that these SIMs come with an expiration date. The expiration date is 2 years after the...
Confirming SIM Provider type
Welcome to our guide on confirming SIM types in the Gigs dashboard! Whether managing subscriptions or checking inventory, knowing how to identify SIM ...
Can a SIM card be reused?
Welcome to our guide on SIM card activation! Here, we will clarify how SIM cards work once activated and what happens if a different user tries to use...
Connect Portal
The button at the end of the Gigs Connect flow that links to our company website/app no longer appears
This is relevant if you have chosen to customize the end of the Gigs Connect flow so that the final button pushes the end-user to a location of your c...
The end-user is not able to complete their purchase after selecting a plan in the checkout flow
Ask the end-user to ensure the payment details (both their payment method and their address) are up-to-date. If they aren’t, please update them and tr...
Porting
Number Porting Out
Porting is when a phone number is being moved away from one current carrier to another carrier. When you are moving away from a carrier, this is refer...
How can we troubleshoot a number porting request that shows requested?
Please reach out to the user to confirm that all of the information provided is correct. The user should match the information in the port request to ...
Usage & Data Reporting
Verify active data use
Welcome to our guide on how to check data usage for end-user plans on the Gigs Dashboard! Whether you're managing subscriptions or just curious about ...
View subscriber usage data
Welcome to our guide on accessing and interpreting usage data within your subscription records! This feature is designed to help you keep track of you...
Data Usage accuracy and overview.
Welcome to our guide on data usage discrepancies! In this article, we will explore the common differences you might notice between the data reported b...
Guide: Usage Alerts
Welcome to our guide on usage alerts and notifications! Here, we’ll walk you through how Gigs keeps you informed about your data usage, ensuring you n...
How do we reconcile a potential error in reported usage?
If a subscriber believes that the usage data is inaccurate they may contact customer support for more information, please contact Gigs Support to cond...
How do network providers report usage?
AT&T Delay 2-5 days Frequency Updated every 3 hours Accuracy Up to 5-7% higher data reported than actual usage For more information on AT&T usage plea...
How is usage calculated?
Our Network Provider registers usage events for data, text and voice when it is sent from the network to the subscriber’s device. We rely upon the eve...