📲 Activation
CSR staff are responsible for ensuring all SIM and eSIM activations are completed accurately and on time. Here’s what you need to know:
Types of Activations
| Activation Type | Description |
|---|---|
| Physical SIM Cards | |
| Plug & Play | Preloaded SIM card, ready to use immediately without requiring activation. These will start as soon as customer inserts the SIM card in any of the roaming countries. |
| Blank SIMs (Credit to Be Loaded) | SIM card shipped empty, requires manual top-up before use. |
| Blank SIMs (Credit Preloaded) | Preloaded with initial credit, but requires ongoing top-ups after the initial usage. |
| eSIM | |
| QR Code Before Arrival | eSIM activated by scanning a QR code sent before the customer’s arrival. |
| QR Code on Date of Arrival | eSIM activated by scanning a QR code sent on the customer’s arrival date. |
| Manual Activation (SM-DP+ Address) | eSIM activated manually by entering the SM-DP+ address and activation code. |
| Push Notification Activation | eSIM activation via push notification sent to the device, triggered by IMEI-2 and EID. |
Activation by Carrier
| Region | Carrier | Format | Activation Type | Notes |
|---|---|---|---|---|
| North America | T-Mobile | eSIM | Arrival Date Required | IMEI, EID, Arrival Date |
| Physical | Arrival Date Required | SIM Number, Arrival Date | ||
| North America | AT&T | eSIM | Arrival Date Required | iPhone-only IMEI, EID, Arrival Date |
| Physical | Arrival Date Required | SIM Number, Arrival Date | ||
| Europe & UK | Three UK | Physical | Plug & Play | Auto-activates upon inserting into device |
| Europe & UK | EE | Physical | Arrival Date Required | SIM Number, Arrival Date |
| Europe & UK | Orange France | Physical | Plug & Play | Auto-activates upon inserting into device |
| Europe & UK | Vodafone Spain | eSIM | Arrival Date Required | Arrival Date, Email, Passport |
| Physical | Arrival Date Required | Arrival Date, Email, Passport | ||
| Europe | Orange Spain | eSIM | Arrival Date Required | Arrival Date, Email, Passport |
| Japan | AU (KDDI) | eSIM | Manual | QR code sent to customer directly, must be activated before expiry date |
| Asia | Various | eSIM | Manual | Arrival Date QR code sent before arrival (roaming eSIMs) |
| Middle East | Various | eSIM | Manual | Arrival Date QR code sent before arrival (roaming eSIMs) |
| South America | Various | eSIM | Manual | Arrival Date QR code sent before arrival (roaming eSIMs) |
CSR Activation Responsibilities
- Always confirm whether the SIM/eSIM is plug & play or manual before responding to inquiries.
- For manual activations, double-check customer details are correct and match the carrier requirements.
- Record activation results in Airtable, including phone number (if applicable), activation status, and notes.