📵 Compatibility

eSIM Compatibility

Supported Devices:
eSIM works on both iPhones and Android devices, as long as the device is eSIM compatible.
How to Check Compatibility:

• Dial *#06# to find your device’s IMEI or EID numbers.
• eSIM Compatible: Devices with an EID number.
• Non-eSIM Compatible: Devices without an EID number.

Note: AT&T eSIMs are iPhone-only due to compatibility issues with certain Android devices, particularly those from overseas manufacturers (e.g., Australian devices).

Understanding IMEI and EID

What is IMEI?

• IMEI (International Mobile Equipment Identity) is a unique identifier assigned to each mobile device (e.g., phones and tablets). It is used to identify and track the device on a network.
• Each device has its own IMEI, which helps carriers and manufacturers verify devices on their network.
• Some devices have both IMEI and IMEI 2 available. IMEI 2 is preferred when completing activation requests as it has better compatibility for eSIMs.

How to Find Your IMEI Number:

• On most phones, dial *#06# to display the IMEI number.
• Alternatively, you can find it under Settings:
  • iPhone: Settings > General > About > IMEI
  • Android: Settings > About Phone > Status > IMEI

What is EID?

• EID (eSIM ID) is a unique identifier for devices that support eSIM technology. It allows the eSIM to be activated on a network and serves as the identifier for eSIM-enabled devices, such as modern iPhones and Android smartphones.

How to Find Your EID:

• iPhone: Settings > General > About > Scroll to the eSIM section to find your EID.
• Android: Settings > About Phone > Status > Look for SIM Card Status or eSIM (if available) to locate your EID.

Why are IMEI and EID Important for Activation?

For Physical SIM Cards:

• The IMEI number confirms that the SIM card can be activated on the device and prevents fraud or compatibility issues.
• IMEI is required for activating a physical SIM card to ensure it is tied to the right device.

For eSIM Activation:

• The EID number is required to activate the eSIM. It helps authenticate the eSIM profile and ensure the device is compatible with the network.
• EID ensures that the correct device is activated with the eSIM, preventing activation issues and network compatibility problems.

How IMEI and EID Impact Customer Service

• Verification:
  When customers provide their IMEI or EID numbers, it helps verify that their device is compatible with the service they are purchasing.
  • If a customer asks about eSIM activation, you can use their EID to check compatibility.
• Activation Issues:
  A mismatch or invalid IMEI/EID can result in activation failure. The CSR team will need to assist the customer in resolving the issue.
  • For instance, a customer may be trying to activate a T-Mobile eSIM in a device that doesn’t support the necessary eSIM bands, or they may have provided an incorrect EID.
• Device Compatibility:
  Knowing whether a device supports eSIM is essential for guiding customers to the correct product. If a device is not eSIM-compatible, a physical SIM may be required.
• Troubleshooting:
  If customers experience activation issues, verifying the IMEI or EID number is often the first step in troubleshooting. Incorrect or mismatched information can prevent successful activation.

Quick Reference for CSRs:

• IMEI: For physical SIM cards, used for device identification and network verification.
• EID: For eSIM cards, used for verifying and activating the eSIM profile on compatible devices.
• Activation Check: Always ask for the IMEI (physical SIM) or EID (eSIM) when troubleshooting activation issues to ensure compatibility with the device and service.

Device Compatibility

• General:
  Most of the SIM cards we offer are designed for use in mobile devices such as iPhones and Android smartphones, (especially if they are from the last 3 years). While some of these SIM cards may work in tablets, iPads, smartwatches, and other devices, they are not specifically designed for such use. Some customers may inquire about using SIM cards in dongles. A dongle is a portable device that provides internet access by plugging it into a computer or other device, often used for mobile broadband connections. We cannot guarantee that the SIM cards will work in such devices.

• Compatibility with Modern Devices

  Most modern devices are compatible with our SIM cards, with the exception of US SIM cards. Android phones from brands like Huawei, Oppo, Vivo, Xiaomi, and other Chinese manufacturers may not be compatible with the T-Mobile or AT&T networks in the US. This information is included in the ‘Things to Know’ section of the US product listings. The reason for this incompatibility is that overseas devices may operate on different band frequencies than those used by US networks. More details on band frequencies will be provided in the next slide.

• eSIM
  We ask customers to check if their device is eSIM compatible before purchasing an eSIM because we cannot offer refunds once a QR code or redemption code has been sent and the device is found to be incompatible. During checkout and in the activation form, customers will be required to tick a checkbox confirming that their device is eSIM compatible and that they understand no refunds will be provided for incompatible devices. This policy is to protect us and ensure customers verify their device compatibility before the purchase or activation.

  The only exception is US eSIMs, which require the IMEI/IMEI 2 and EID numbers for activation. Without the EID number, we cannot process the activation request, ensuring compatibility checks are inherently part of the process.

• Band Frequencies:

  Importance of Band Frequencies:

  Band frequencies are the specific radio frequencies that mobile networks use to transmit data and calls. Different countries and carriers operate on different band frequencies, making it crucial for devices to support the right frequencies to ensure proper functionality.

  US SIM Cards and Band Frequencies:

  In the US, both T-Mobile and AT&T operate on different band frequencies, even though they are in the same country. This means a device that works on one carrier’s network might not work on another’s, or it might only partially work (e.g., only calls or only data).

  Australian Devices and US Networks:

  Australian devices often operate on different band frequencies compared to those used by US networks. This difference can lead to compatibility issues when using US SIM cards. We have had cases where customers purchase a SIM card, but their device can only use calls, data, or neither due to band frequency incompatibility.

  Key Points to Communicate to Customers:

  • Check Compatibility: Before purchasing a SIM card, customers should check if their device supports the band frequencies used by the carrier (T-Mobile or AT&T) in the US.
  • Potential Issues: If a device is not compatible with the band frequencies, it may only support calls, data, or neither, resulting in limited or no functionality.
  • Device Limitations: Customers should be aware that even modern devices may face compatibility issues due to these differences in band frequencies.

  Example Frequencies:

  • T-Mobile US: Commonly uses bands 2, 4, 12, 66, and 71.
  • AT&T US: Commonly uses bands 2, 4, 5, 12, 17, 30, and 66.

  Customer Awareness:

  To avoid disappointment and ensure full functionality, it is essential for customers to verify their device’s compatibility with the carrier’s band frequencies. This information helps set expectations and prevent potential issues during their travels.