Internal agent FAQ
This is the internal version — diagnostic steps, known issues, things customers shouldn’t see. The customer-facing FAQ is at Product / FAQ.
”My eSIM installed but shows no service”
Most common cause (80% of tickets): device didn’t automatically enable the eSIM line, or Data Roaming is off for that line.
Ask them to check:
- Settings → Cellular/Mobile → is the new line toggled ON?
- Settings → Cellular/Mobile → [line] → Data Roaming enabled?
- Is “Primary line for data” set to the new eSIM?
If yes to all three and still no service → reissue (see activation failure SOP).
”I’m being charged in USD but I’m in Australia”
This is a known post-upgrade currency bug. See Tech for the fix status. Workaround: manually refund the difference and apologize.
”Your eSIM doesn’t work in [country]”
Check our coverage_countries field for that SKU before reassuring the customer. Don’t guess. Multi-country SKUs sometimes have exclusion footnotes (e.g. Türkiye often excluded from EU bundles due to regulatory complexity).
”How do I top up my eSIM?”
Most of our eSIMs are not topup-able — when the quota runs out, the customer buys a new one. Check the specific SKU’s documentation. For the few topup-able variants, link them to the supplier’s topup page (not ours).
”Can I use this eSIM for hotspot / tethering?”
Check the supports_hotspot field on the SKU. Many Asian eSIMs (especially China) don’t allow hotspot. Don’t promise it works if the field says false.
Known supplier issues
Fill in as we encounter them. Format: [Supplier name, date range] — [issue], [workaround], [resolution status].
- None logged yet.
Customer asks for something we don’t support
- Extension beyond the original validity → no (buy a new one)
- Multi-device use on one eSIM → no (eSIMs are device-bound)
- Transferring to a different phone → depends on carrier; check supplier portal