eSIM activation failure

Status: skeleton. Fill in the real flow during the next Bali CS meeting. Owner: Bali CS lead.

1. Purpose

Restore service for customers whose eSIM failed to activate, with minimum friction and minimum cost to G-Starlink.

2. Scope

Applies when: customer reports the eSIM QR code didn’t install, or installed but shows “no service” after following the activation guide.

Does NOT apply when: customer is asking a pre-purchase “will this work” question — that’s a CS inquiry, not an activation failure.

3. Owner

[Bali CS lead name]

4. Prerequisites

• Access to OMS (to look up order)
• Access to supplier portal for the specific carrier variant (to reissue if needed)
• Customer’s original order number or email

5. Steps

5.1. CS agent locates the order in OMS using the customer’s email or order number.

5.2. CS agent checks the variant carrier and the supplier that provisioned it. Note the variant_sku.

5.3. CS agent confirms with the customer:

• Device model (verify eSIM compatibility)
• Whether they’re physically in the coverage region
• Whether they installed via QR scan or manual LPA entry

5.4. CS agent attempts diagnostic questions from the FAQ before reissuing. If the customer hasn’t waited 15 minutes after install, ask them to.

5.5. If diagnostics don’t resolve: CS agent logs into the supplier portal and reissues the eSIM. Send the new QR via email.

5.6. If reissue doesn’t work either: escalate to the variant’s supplier support. Offer customer a refund while waiting for resolution (see Refund review).

6. Exception handling

• Customer has an incompatible device → full refund, apologize, recommend compatible devices
• Country is not in coverage but customer is in an adjacent country → explain, offer correct product at cost
• Multiple failures in a week from the same supplier → flag to Ray for supplier quality review

7. Acceptance criteria

• Customer confirms service is working, or a refund has been issued
• Incident logged in [incident tracking system] with root cause tagged

8. Related resources

• Refund review SOP
• Supplier contact list: Tech / Suppliers — internal only
• Device compatibility chart: Product / FAQ

9. Change log