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Customer ServiceTrainingNorth AmericaActivation T Mobile

Activation (T-Mobile)

Important Links

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

MVNO Portal
https://docs.google.com/spreadsheets/d/1nzAA9Tv_ByV-Gw6a7p4WGq50b2ceNpeZTfC2W_alteU/edit?gid=0#gid=0

T-Mobile IMEI Check
https://prepaid.t-mobile.com/bring-your-own-device

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

eSIM Activation Process

  1. Find the Activation Request
    Go to the Activation Request Google sheet, and filter by the order number so you are reading the correct information.

    Note: Please check Additional Notes for any customer requests (example provided).

  2. Search the Order Number in the Retail Airtable.

  3. Check the first level for any notes (from the customer), internal notes or cancellations/refunds before processing.

    ⚠️ Do not process if there’s a cancellation/refund.

  4. Click into to the second level of the Airtable and check that SIM Type is T-Mobile eSIM and if Physical SIM/eSIM is eSIM.

  5. From here, scroll down to the eSIM Activation section and click ‘Add order’. You will see a new line appear as shown.

  6. Click into the line to view the details for the order. Please make sure you check the:
    1. Line Item: This is the title of the product purchased by the customer

    2. Option: This is the variant or option purchased by the customer

    3. Activation Plan: This is the plan which needs to be activated (in the example show, the plan will be for 30 days)

  7. From here, return to the customer’s Activation Request and copy the customer’s IMEI/IMEI2 number. Open the T-Mobile IMEI Checker website on a different tab. Right click in the IMEI text box and select ‘Paste and Match Style’ to paste the customer’s IMEI.

    Once IMEI is there, click ‘Check compatibility’.

    Note: It should show the customer’s device is partially or fully compatible with the T-Mobile Network. If it shows Incompatible Device, then there’s a high chance the customer won’t be able to use the eSIM. In this case we need to notify the customer.

  8. From here, return to the Retail Airtable and scroll down until you see ‘Activation Information’. For T-Mobile you will need to fill out the following:

    1. IMEI (15-digits) & EID Numbers (32-digits), Activate Date and Arrival Date which should match, and Days which for this customer is 30 days
      &#xNAN;Note: IMEI 2 is preferred from the customer as this has a better compatibility than IMEI but it is not always available (if available on the T-Mobile IMEI Checker, please use IMEI 2)
    2. Activation Status: for T-Mobile eSIMs once this has been submitted to the supplier it should be ‘Submitted - Activation Pending’
    3. Email Address: will need to be added
      &#xNAN;Note: Confirmation Email is to be completed last
    4. QR Code (which is a generic QR code for all T-Mobile eSIM customers)
    5. Check APN details are correct
    6. SM-DP and Activation code: to be copied from the examples provided

    Note: Redemption URL and Redemption Code are not required for T-Mobile Activations.

  9. For the T-Mobile QR code, you will need to save this somewhere which is easy to access. Please make sure it is named something appropriate such as TMobile_QR_Code (as customers will be able to see this). You will then either directly drop the saved QR code or click the ‘Drop files here or browse’ and drop the file in before clicking ‘Upload file’. Once uploaded, the QR code should appear.\


  10. From here you will need to submit the activation request to the MVNO portal or Jake’s portal:

    1. Make sure you have selected the correct tab: 30/60/90 days plan or Daily Plan Activations
      &#xNAN;Note: Anything which is over 30 days which is not 30/60/90 days will need to be submitted to our second supplier Jake (please see AT&T Activations)

    2. Add in the customer’s Arrival Date, IMEI, EID Number, Plan and Plan Days

      Note: For Retail customers, we only sell the eSIM T55 plan but you can find the plan details from the Airtable (as pictured)

  11. Once the T-Mobile Activation Request has been submitted to the supplier. If it is a same-day or next day activation, we need to firstly notify the supplier (example provided) and then we need to send the confirmation email to the customer.
    &#xNAN;Note: No need to notify the team if it’s not a same-day or next day activation.

  12. 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.\


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

How does the customer activate the eSIM

Once the customer has arrived into the US, they need to connect to a Wifi connection and wait for a push notification to come to their phone which may say ‘Your eSIM is ready for activation’. Alternatively, they can manually do this either via the QR code or using the SM-DP and Activation Code provided in the email.
&#xNAN;Note: The customer cannot install the eSIM before they arrive into the US

See below link to see an example of what an iPhone customer can expect:

View example video (Google Drive)

What does the customer do when they arrive

Once the customer has installed their eSIM. If they are travelling to Canada & Mexico, 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.

Physical SIM Card Activation Process

  1. Find the Activation Request
    Go to the Activation Request Google sheet, and filter by the order number so you are reading the correct information.

    Note: Please also check Additional Notes for any customer requests (example provided).

  2. Search the Order Number in the Retail Airtable.

  3. Check the first level for any notes (from the customer), internal notes or cancellations/refunds before processing.

    ⚠️ Do not process if there’s a cancellation/refund.

  4. Click into to the second level of the Airtable and check that SIM Type is T-Mobile Blank SIM and if Physical SIM/eSIM is Physical SIM.

  5. From here, scroll down to the Physical SIM Activation section and select the SIM Card you would like to activate. Please make sure you check the SIM Card you are wanting to activate matches the SIM Card submitted by the customer (especially if there are multiple SIM Cards).

  6. Click into the line to view the details for the order. Please make sure you check the:
    1. Line Item: This is the title of the product purchased by the customer

    2. Option: This is the variant or option purchased by the customer

    3. Activation Plan: This is the plan which needs to be activated (in the example show, the plan will be for 10 days)

  7. From here, scroll down until you see ‘Activation Information’. For T-Mobile you will need to fill out the following:

    1. Activate Date and Arrival Date which should match, and Days which for this customer is 10 days
    2. Activation Status: For T-Mobile physical SIM cards, once this has been submitted to the supplier it should be ‘Submitted - Activation Pending’
    3. Email Address: will need to be added
      &#xNAN;Note: Confirmation Email is to be completed last

  8. From here you will need to submit the activation request to the MVNO portal or Jake’s portal:

    1. Make sure you have selected the correct tab: 30/60/90 days plan or Daily Plan Activations
      &#xNAN;Note: Anything which is over 30 days which is not 30/60/90 days will need to be submitted to our second supplier Jake (please see AT&T Activations)

    2. Add in the customer’s Arrival Date, ICCID (SIM Number), Plan and Plan Days

      Note: For Retail customers, we only sell the 55 plan but you can find the plan details from the Airtable (as pictured)

  9. Once the T-Mobile Activation Request has been submitted to the supplier. If it is a same-day or next day activation, we need to firstly notify the supplier (example provided) and then we need to send the confirmation email to the customer.
    &#xNAN;Note: No need to notify the team if it’s not a same-day or next day activation.

  10. 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.

What does the customer do when they arrive

Once the customer has installed their eSIM. If they are travelling to Canada & Mexico, 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 T Mobile Or Mvno PortalOverview