Activation (EE)

Activation Process

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

Activation Portal: https://topup.core-retail.com/

Customer’s Arrival Date Form: https://airtable.com/appjcejDCqfcsklhv/pagcrTxXvexOhkANW/form

1. Find the customer’s activation request in the activation request form which you would like to complete, and Link to Order ID (add in the customer’s order number).
   &#xNAN;Note: We do not need to add in eSIM ICCID like we do for the Indonesia eSIMs.

2. Search the order in Airtable.

3. 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.
   

4. Proceed to the second line of the Airtable and begin checking the SIM Type.

5. Scroll down to ‘Physical SIM Activation’ 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. You will see a new section pop up which also shows the Activation Plan.
   

7. Scroll down until you see ‘Activation Information’. For EE you will need to fill out the following:

   1. Activate Date and Arrival Date which should match, and Days which should always be 30 days
   2. Activation Status: For EE SIM cards, once this has been submitted to the portal it should be ‘Active’, and Email Address

   Note: Confirmation Email is to be completed last
   

8. From here you will need to submit the activation request to the EE portal:

   1. Sign into EE portal.

   2. Check the Account Balance. If the account balance is less than £100.00, please notify Sharon so she can top up.

   3. If Account Balance is ok, select TopUp > select EE button > select Direct button > input customer’s Mobile Number (which can be found in the Airtable) > select £15 (75GB) button > select Submit button.

9. Once the EE TopUp has been completed, we can send the confirmation email to the customer.

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.

11. Return to the Airtable - Activation Requests tab and make the SIM Card activation request as Active.

What does the customer do when they arrive?

Once the customer has arrive, the customer simply needs to insert the SIM card into their device. It should already be active and ready for use without any need to enable data roaming, as this is not a roaming SIM card.

Some customers may also need to check their APN settings (however, this is usually set up automatically).

How does the customer find their phone number?

The EE SIM Card comes with a UK phone number. The phone number for the customer’s SIM card is printed on the packaging. Alternatively, they can find out their phone number by texting NUMBER to 150 after the SIM card is activated and connected to the network.