eSIM switch

The article includes the following:

What is an eSIM switch?

The eSIM switch feature is an automated process that allows you to switch to a new profile on your eligible eSIMs. The switch is done remotely without removing and physically swapping your SIM cards to get service from another provider or carrier. The eSIM profile you are switching to does not need to be in your account inventory but must be in your contract.

The switch time can take up to 10 minutes. Refer to the monitor and troubleshooting section of this article for additional information.

Components

You must have the following components available before you start the eSIM switch process.

API (optional) The eSIM switch APIs are available on the KORE Developer Portal.
SIMs or Subscriptions SIMs you are switching must be eSIMs with an EID.
SIM states eSIMs must be in test, ready, or active state.
Note: test and ready states availability depend on the service type and your contract.
Activation profiles These should be created before the eSIM switch.

Activation profiles include:
  • Cost center
  • Data plan
  • SMS plan
  • Features
IPND KORE TELS2 requires IPND information during the eSIM switch process.
Usage rules (optional) Adding usage rules is a separate process but recommended after the switch is complete.
Additional fields (optional) Additional fields allow you to add custom information to your SIMs inventory.

This is optional and is a separate process but recommended after activation.

 

Requirements

The following is required before you can switch a profile on your eSIM:

  • Contract terms and plans for switchable profiles must be available on your account
  • The device must be connected to the network and support binary SMS
  • The bulk eSIM switch feature requires that all eSIMs have the same product offer
  • The device must have the ability to be provisioned remotely; use the eSIM validation tool to confirm

Fields changed

The following fields will change during the eSIM switch:

  • Service type
  • ICCID
  • IP address
  • MSISDN
  • IMSI

Switch process

Subscriptions > Inventory > eSIM view > Switch
Subscriptions > Inventory > eSIM view > ICCID > Switch

Note: We recommend waiting until the device is in the geographical area of the switch profile to ensure it can connect to the new networks.

  1. Check that the device is powered on, connected to the network, can receive binary SMS, and can be remotely provisioned.
  2. Select the eSIM or eSIMs using one of the following options.
    1. Single eSIM - use the filter to select the EID, the ICCID or EID, and then select Switch.
      esw_02.png
      esw_04.png
    2. Bulk switch - select Switch from the subscription list and either choose or paste a list of EIDs.
      esw_03.png
      esw_05.png
  3. Select the service type and activation profile. The features and plans will automatically display. Review and then select CONTINUE.
     feature and plan screen image
  4. Add the IPND information for KORE TELS2.
  5. Review all the information, and then select CONFIRM.
    Notes:
    The new ICCID will not be available until after the switch.
     confirmation plan image
  6. Add a usage rule if needed once the switch is complete.
    Note: Once the switch is complete, the new ICCID profile will be in ready state until the first CDR file is processed. Then it will automatically switch to active. If ready state is unavailable for that service type or is not part of your contract, the new profile will be moved to active.

 

Monitor and troubleshooting

An ESIM switch can take up to 10 minutes to complete. You can monitor the progress and check the status of the request and each eSIM from the provisioning request page.

The section includes the following:

Switch requests tab

Subscriptions > Requests > Switch Requests

The switch requests tab or menu includes all eSIM switch requests for that account. Refer to the request details - switch requests for additional information on this page.

 

Review switch request

Subscriptions > Requests > Switch Requests

  1. Find the switch request using one of the following:
    1. Select the alerts/notification icon, review the notifications until you find the switch request and select View.
      esw_06.png
    2. Go to the switch requests menu (Subscriptions > Requests > Switch Requests) and locate the request on the table or using the search.  
      esw_22.png
      Select the Request URN to review the status of any switch. esw_23.png
  2. Find the status for each EID and review it against the following status tables. Review the request details article for additional request details information.
    esw_16.png
    esw_17.png

Switch request status descriptions

The section includes the following:

Request status

Subscriptions > Requests > Switch Requests

The different statuses for an eSIM switch request are explained in the following table.

Icon Status Color
esw_24.png The request has been created but has not started. Yellow or amber
image of completed message eSIM switch was successful for all eSIMs, and the process is complete. Green
pending_2.png The request is not complete. It could be that the request is still processing or the process is complete, but not all eSIMs switched.

Refer to the review pending or processed requests or completing a pending switch request sections for troubleshooting information.		 Yellow or amber
esw_25.png The eSIM switch request is complete, but there are errors. 

Refer to the completing a pending switch request sections for troubleshooting information.		 Yellow or amber

 

eSIM - during the switching process

Subscriptions > Requests > Switch Requests

The following status types can be seen at the eSIM level on the eSIM switch request page as the request is processing.

Status Description
Created The request is created but not started.
Pending The request is queued but not yet started.
Waiting for session The device is not online, but the request is on hold for one hour.

Action - connect the device to the network and retry the switch request.
Acquired new profile The new profile is obtained from KORE for your switch.
eSIM pairing completed The new profile is paired with the device EID.

The step includes ordering the new profile to stock and the new ICCID being available in inventory in stock state.
Download profile requested The request to download the new profile to the device has been sent to the RSP.
Download profile completed The new profile is successfully downloaded to the device.
Activation requested An activation request is created for the new profile.
Activation completed The new profile is available for use and is in ready state.
Note: The state will change to active once the first CDR is received.
Enable profile requested The request to enable the downloaded profile was sent to the RSP.
Enable profile completed The profile is enabled on the device.
Deactivation requested The deactivation request is created for the original device profile.
Completed The switch process is complete.

 

Review pending or processed requests

Subscriptions > Requests > Switch requests

An eSIM switch request showing as pending or processed may mean that at least one eSIM has failed to switch. Select the switch request and find the List of SIMs Affected section. Any status that is not "completed" is an error message.
eswitch_01.png

 

Completing a pending switch request

You may be able to troubleshoot the request and complete it without contacting Support for assistance. The failed status message includes the description and possible action taken.

  1. Check the device or devices to ensure they are powered up, on the network, and can receive SMS binary messages.
  2. Find the List of SIMs Affected at the bottom of the pending request and select the SIM or SIMs that did not switch (not in completed status).
  3. Follow the instructions below based on the status message for each SIM. You can retry a switch a maximum of five (5) times. 
    image of retry button
    Failed status Action
    All Verify that your device can be provisioned remotely using the eSIM validation tool (eDVT).
    Device not in session Turn on the device, check the connection status, and select retry. If unsuccessful, wait 5-10 minutes, and retry again.
    If this does not work, select skip step.
    Contact Support if both options are unsuccessful.
    Failed to acquire new profile Wait 5-10 minutes, then select retry.
    Contact Support if unsuccessful.
    eSIM pairing failed Wait 5-10 minutes, then select retry.
    Contact Support if unsuccessful.
    Failed to publish download profile request Wait 5-10 minutes, verify SMS is working, and then select retry.
    Contact Support if unsuccessful.
    Failed to download profile Turn on the device, check the connection status, verify SMS is working, and then select retry.
    Contact Support if unsuccessful.
    Failed to send activation request Wait 5-10 minutes, then select retry.
    Contact Support if unsuccessful.
    Failed to activate Contact Support.
    Failed to publish enable profile request Wait 5-10 minutes, then select retry.
    Contact Support if unsuccessful.
    Failed to enable profile Wait 5-10 minutes, turn on the device, check the connection status, verify SMS is working, and then select retry.
    Contact Support if unsuccessful.
    Failed to send deactivation request Wait 5-10 minutes, then select retry.
    Contact Support if unsuccessful.

 

 

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