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Customer ServiceTrainingAsiaActivation (Joytel)

Activation (Joytel)

Important Links

Airtable
https://airtable.com/appjcejDCqfcsklhv/pag2AMBj5a41Lgpm4

Joytel Portal
https://joytel.shop/#/baseData/product/price

Google Sheet
https://docs.google.com/spreadsheets/d/145QgdjnKZ0kol9os03SsDUKBYI-HHfYc3DUzYzm1tF4/edit?resourcekey#gid=1064925540

eSIM Activation Process

Step 1: Locate the Activation Request

Find the customer’s request via:

  • Activation Portal → locate the request to be processed

OR

  • Cowlender Email → search for a new activation request

🔍 Also check:
Look at any Additional Notes from the customer for special requests (e.g., activation timing, alternate email).

Step 2: Find the Order in Airtable

Use the customer’s order number or email to search for the order.

Step 3: Check Order Status

Look at the first line in the Airtable order record and review:

  • Customer Notes
  • Internal Notes
  • Refund or Cancellation status

⚠️ Important:
If the order is cancelled or refunded, DO NOT proceed.

Step 4: Confirm SIM Type & Plan

Check the second line of the Airtable order for:

  • SIM Type: Confirm it is a BC eSIM
  • Activation Plan: e.g., “Unlimited 15 Days”
    Once confirmed, open the BC Portal.

Step 5: Add an eSIM Activation Record in Airtable

In the same Airtable order, scroll to “eSIM Activation”.
Click “Add Record”. A new line will appear.

Click into that new record and review:

  1. Line Item – product title (e.g., KDDI eSIM - Unlimited 15 Days)
  2. Option – the selected variant (e.g., 4 Days / 7 Days)
  3. Activation Plan – this must match the correct product variant

Step 6: Fill Activation Information in Airtable

Under the “Activation Information” section, complete:

  • Activate Date: 1 day before the customer’s Arrival Date
  • Days: Match the plan duration (e.g. 15 days)
  • Activation Status: Leave as Pending until QR is received, then change to Active
  • Email Address: Customer’s email
  • ✅ Ensure these are correct:
    • APN Settings (from the Joytel QR code email)
    • Redemption URL and Redemption Code (these are required for Joytel eSIMs)

Step 7: Submit Activation in Joytel Portal

  1. Log in and switch language to English
  2. From the left-hand menu, go to:
    Order Mgmt → eSIM Order → New eSIM Order
  3. When prompted:
    • Select QR Code Generate: No (we generate QR code later)
    • Click Select Product, search using the Product Name from Airtable
    • Tick the correct product and click Confirm

Step 7: Complete Customer Details

  1. Fill out:
    • Customer Name: Use name from order
    • Phone No.: Can leave blank or use placeholder
    • Customer Email: Copy exactly as shown in Airtable
      ⚠️ Double-check for typos before clicking Save
  2. Click Save in the bottom right corner
    🔒 You cannot edit once saved.

Step 8: Wait for Joytel Emails

Part A – Redemption Code

  • When received, update Airtable with:
    • ICCID (SN)
    • Redemption Code
    • Redemption URL
  • ✅ Confirm APN Settings before sending email

Part B – QR Code

  • When received, update Airtable with:
    • ICCID (SN)
    • SM-DP+ Address
    • Activation Code
    • QR Code
  • ✅ Confirm APN Settings again before sending email

Step 9: Finalise in Airtable

  1. Enter the Activate By Date
  2. Update the Confirmation Email status to:
    • Sent via email or
    • Sent manually
  3. Cross-check that the email has been sent via the Sent Mail folder

Step 10: Mark as Processed in the Activation Portal

  • Return to the Activation Portal
  • Set the order’s Processed column to Yes

  1. Wait for the eSIM detailsto come through via email and proceed to add the Activate By Date, ICCID, SM-DP+ Address, Activation Code and QR Code.

    Note: Please check the APN Settings before sending the email via Airtable.

  2. Once details have been completed in Airtable, update Confirmation Email status to ‘Sent via email’ or ‘Sent manually’

  3. Once the email has been sent, you can double check in the ‘Sent’ inbox that it indeed was sent, along with the confirmation email which was sent.

How does the customer activate the eSIM

The Joytel team only recommend the customer installing the eSIM after they arrive at their destination, as sometimes pre-installing the eSIM can potentially activate the eSIM earlier starting the service days immediately.

To install the eSIM, the customer will need to have access to a Wifi connection, and either scan the QR code provided or enter the manual installation details provided via the Redemption URL (SM-DP+ Address and Activation Code). From here the installation process can take 2-3 minutes, so customers need to make they do not exit out of the screen during this process.

What does the customer do when they arrive

Once the customer has installed their eSIM, they need to make sure Data Roaming is turned ON.

Some customers may also need to update the following:

  1. Calls & Mobile Data (if they have a SIM card still in their phone or another eSIM)
  2. Check their APN settings (however, this is usually set up automatically)

Further training on troubleshooting will be provided.

Activation (BC)Activation (KDDI)