eSIM Activation Request Process

Overview:

Customers are instructed to submit their Indonesia eSIM activation request via the provided Airtable link.

The customer service team will then handle the activation requests according to the following process. It is important to ensure all submitted information is accurate before proceeding with the activation.

Customer Instructions for Activation Request:

Customers will submit their eSIM activation request through the Airtable form here. The following information is required:

• Order Number
• Email Address
• Arrival Date
• Device Information (Dial *#06# to get IMEI details)
• Passport Photo (Only photos accepted—no scanned copies)

Customer Service Duties Upon Receiving a New Activation Request:

Customer service will be able to access the Indonesia eSIM activation request via this Airtable Link.

1. Order Number Validation:

   • Action: Check and validate the order number.
   • How: Manually enter the order number in the “Link to Order ID” field.
   • If the order number is valid, a popup will display the order details. Select the correct order number to link it.
   • Result: Once linked, you will see the activation plan and quantities appear in the order line.

2. Check Uploaded IMEI Screenshot:

• Action: Verify that the full device information is correctly submitted.
• Check for: EID, IMEI, and IMEI 2 must all be clearly displayed in the uploaded screenshot.

3. Check Uploaded Passport:

• Action: Ensure a clear and sharp passport photo has been uploaded (no scanned copies).
• Important: Only photos are accepted per supplier request. DIGIPOS uses OCR to read passport details, so the image must be sharp and full.
• Tip: The entire passport should be visible in the photo, with all details legible.

4. Verify Details and Update Status:

• Action: If all information is correct, change the status to “Details Verified - Send Confirmation.”

• Result: This triggers an automated confirmation email to the customer from Airtable.

• Note: A sample confirmation email is included below for reference.

5. Follow Up for Missing Information:

• Action: If further details are required, change the status to “Further Details Required.”
• Next Step: Write a follow-up email to the customer requesting the missing or corrected information.
• Procedure: Once the necessary information is received, update the status back to “Details Verified - Send Confirmation” to trigger the confirmation email.

Important Notes:

• First Stage Completion: At this point, the first half of the SIM activation process is complete.
• The activation request will now wait until 1 day before the customer’s arrival date for the final activation.
• Ensure the correct status is always updated in Airtable to maintain an accurate workflow.