Activation (Vodafone AU Network)

Airtable: https://airtable.com/appjcejDCqfcsklhv/pag2AMBj5a41Lgpm4?detail=eyJwYWdlSWQiOiJwYWd4Q3d6Z2FnV2xUck9XQiIsInJvd0lkIjoicmVjSm52MHI4djdPTFl0aUoiLCJzaG93Q29tbWVudHMiOmZhbHNlfQ

1. Find the customer’s activation request in the activation portal which you would like to complete.
   &#xNAN;Note: Please also check Additional Notes for any customer requests (example provided).
   

2. As the Activation Request for the Vodafone AU eSIMs are completed 1 day prior to customer’s Arrival Date, if customer’s Arrival Date is:
   - Same-day activation: Complete the activation process immediately
   - Activation Date is tomorrow: Complete the activation process
   - Activation in the future: Put the activation request on hold in the Activation Form (using ‘Pending - Date > Validity’ and add the Activation Date under CSR Notes). Make sure to update the Airtable with both Activation Date and Arrival Date. The Activation Date will be 1 day prior to the customer’s Arrival Date. This means when we are doing our daily activation check, our team will pick up the request.

3. Verify the Customer’s Passport Details: https://online.immi.gov.au/lusc/login.
   - Select ‘New Enquiry’
   - Enter Customer’s Family Name, and select Document type as Passport. Proceed with entering customer’s Passport Details and click ‘Submit’ once completed.

   If the following page appears, then we can proceed with the Activation Request. Keep in mind some customer’s location may be ‘Offshore’ as they may not have arrived in the country yet.
   &#xNAN;Note: As we roll out this new eSIM product, please be aware that our team has more experience assisting customers from Asia. We are still in the process of gathering feedback and insights from customers in the UK and US. If you notice anything unusual or encounter any issues specific to these regions, please report them to us immediately. Your observations will help us improve our service and ensure a smooth activation experience for all our customers.

   If the following page appears (with the red error bar at the top), then this means there is a problem with the details provided by the customer. We’ll need to contact the customer to confirm details.
   &#xNAN;Note: A visa is required for all non-Australian permanent residents (PR) or citizens to enter Australia. This includes visitors from any country, regardless of their nationality. The type of visa needed will depend on the purpose of the visit (e.g., tourism, business, work, study) and the visitor’s nationality.

4. Once the Customer’s Passport and Visa has been verified, search the order in Airtable.

5. Check the first line for any notes (from the customer), internal notes or cancellations/refunds before processing.
   &#xNAN;Note: If there is a cancellation/refund, please DO NOT process the request.

6. Proceed to the second line of the Airtable and begin checking the SIM Type and Activation Plan.
   

7. Open a new tab with the Airtable, but under Orders, select the ‘Physical SIM Activations’.

   Note: Because we own the QR codes for the Vodafone AU eSIMs, they are uploaded in our system and therefore treated like physical SIM Cards unlike the other eSIMs where we have to generate the QR code or redemption code from a portal.
   

8. Create a Filter using Product Description to find the SIM Type required. For this customer we will be looking for the EzySIM Beauty $30 35GB 30 Days option.

9. Select the first product towards the top that doesn’t already have an order number, and copy the ICCID.

10. Return to the Customer’s order in Airtable and scroll down to ‘Physical SIM Activation’. Click the ‘Add record’ button on the right hand side, and search the ICCID number which was copied.\

    
    

11. Once selected, a new line will appear below. Please make sure that the SIM Type under Product Details and Product Description match.
    

12. When you click into the line, you will see the QR code, SM-DP+ Address, Activation Code and Confirmation Code are automatically added. Complete the following steps:

    1. Activate Date should be 1 day prior to Arrival Date (unless it’s a same day activation)
    2. Arrival Date should be customer’s Arrival Date and Days should be 30 days
    3. Update the Activation Status to ‘Active’, and add the customer’s email address
       

13. Visit the EzySIM Portal to activate the eSIM: https://dealer.ezysim.com.au/

    1. Select ’ Activate SIM’

    2. Add customer’s email address to set up an account
       &#xNAN;Note: It will ask if you want to set up a new account for this email. You will need to select ‘Yes’.
       

    3. When using the EzySIM Portal, you will be asked how many services the customer has previously activated. If this is their first activation, enter ‘0’. Next, proceed to add the last 10 digits of the ICCID number, along with the Customer’s First and Last Names exactly as they appear on their visa. Before submitting, carefully review all the information to ensure everything is correct, then proceed to submit the activation request.

    4. Once completed, it will show the below. Please ensure to add the Phone Number to Airtable under the ‘Mobile Number’ section of the customer’s order and also add a copy of the Customer’s Passport Details (First and Last Name, Passport Number, DOB) as per the Visa under the ‘Remarks (Internal Section)’ of the Order.\

       
       

14. Once the customer’s visa has been verified, the Airtable has been completed, and the eSIM has been activated via the EzySIM Portal, you can then send the confirmation email to the customer. Ensure that all steps are fully completed before sending the email to confirm successful activation.
    

15. 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.

16. Make sure to go back to the Activation Portal to mark the line as ‘Yes’ for the ‘Processed’ column.