Tier 1 support, which relates to basic "end user" troubleshooting is the responsibility of the direct to consumer eSIM vendor. As an eSIM Go partner you will be expected to identify and subsequently provide the end user with advice to aid in resolving basic problems arising due to "user error". Support tickets should only be raised to eSIM Go when it has unequivocally been determined that there is a technical or connectivity issue which cannot be resolved without eSIM Go support. Tickets should not be raised to eSIM Go to aid with identifying Tier 1 end user faults.
Help us to help you by using the flow chart below, which will assist you in providing solutions for basic "end user" issues.
It is worth noting that there is an "optional" step whereby, as long as the bundle has remained unused (most likely to be the case between steps 1-11), then it can be revoked from the eSIM and added back into your inventory to reuse later, help article below:
https://help.esim-go.com/hc/en-gb/articles/11836999920145-Revoke-A-Bundle
Each of the numbered steps below correspond to the box numbers in the flowchart.
1. Check the eSIM status. The two possible eSIM states are “Installed” or “Released” (released meaning uninstalled). If “Released” follow the steps in numerical order, if “Installed” skip to step 7. Help article below to check eSIM status:
https://help.esim-go.com/hc/en-gb/articles/12513660203281-Check-The-Status-Of-An-eSIM
2. The device must be eSIM compatible, check this list to ensure the device does support eSIM
https://help.esim-go.com/hc/en-gb/categories/14057633542929-eSIM-Compatible-Devices
3. The device must be network unlocked, help article below with method to check this:
https://help.esim-go.com/hc/en-gb/articles/10051936206097-How-To-Check-If-Your-Phone-Is-Unlocked
4. The device must have a stable internet connection in order to install the eSIM. Either Wifi, or a good 4G connection are advisable
5. Did the QR code scan successfully? If you are using your own branded QR code, ensure the embedded URL is identical to the URL we provide, one incorrect character will render the QR code useless.
6. If the QR code did not scan successfully then a manual install is advisable, help article below which shows you how to locate the SMDP+ address and activation code:
7. Check the status of the eSIM, to determine if a network connection has been established
https://help.esim-go.com/hc/en-gb/articles/12513660203281-Check-The-Status-Of-An-eSIM
8. Cross check the country displayed is included in the country list for the applied bundle
9. Cross check the network the eSIM has established a connection on is included as a roaming. Example image for steps 8. and 9.
10. If all of the above is checked and correct then the most likely cause of the issue is that “Data Roaming” has not been enabled.
11. Suggest asking for a screenshot from the customer if you are not confident they have enabled data roaming.
12. The APN is automatic and should not require setting, however if data roaming has been confirmed as "on" then it is worth checking this is programmed correctly.
13. If no APN is present, advise manually programming the APN, which is "drei.at"
14. If no network has been registered then it is highly likely the eSIM has not been turned on in the first place. End users have been known to get confused with which eSIM they are meant to be using, so ensure the correct eSIM is turned on (Drei should be displayed at the top of the mobile / cellular data page).
15. Relevant help article link coming soon
16. Relevant help article link coming soon
17. Relevant help article link coming soon
18. Likely no further action required after this point, however if a separate issue appears, go back to step number one and start again.
19. Advise, best resolution is to revoke bundle from old eSIM and generate new eSIM, then go back to step number one and start again.
20. If the previous bundle has been fully utilised or expired and therefore unusable, advise a top-up to continue using eSIM.
21. Has the end user had a good connection previously when using this eSIM?
22. If the end user has previously had a good connection, but no longer does then it's possible a location change could be the reason for this change in service. Suggest manually switching to another network included in the roaming partners list.
23. Suggest a SIM Refresh, help article below:
https://help.esim-go.com/hc/en-gb/articles/14673111109265-SIM-Refresh-