eSIM switch

The switch feature is an automated process that allows you to switch between profiles 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 included in your contract.

The switch time is approximately 10 minutes, depending on the network. Notification will be received by SMS or data.

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Requirements

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

  • Contract terms and plans for switchable profiles available on your account
  • eSIM or eSIMs must be in active, test, or ready state
  • Activation profiles for all downloadable profiles
  • eSIMs must be connected to the network and have SMS MO/MT enabled (Subscription details page)
  • The bulk eSIM switch feature requires that all eSIMs have the same product offer

Switch process

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

  1. Check that the device is on, connected to the network, and has SMS MO/MT.
  2. Select the eSIM or eSIMs using one of the following options.
    1. Single eSIM - use the filter to select the EID, select the ICCID or EID, and select Switch.
      esw_02.png
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    2. Bulk switch - select Switch from the subscription list and either select or paste a list of EIDs.
      esw_03.png
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  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. Review all the information, and then select CONFIRM.
    Note: The new ICCID will not be available until after the switch. confirmation plan image
  5. 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.

 

Monitor and troubleshooting

A switch can take approximately 10 minutes to complete. You can monitor the progress and check the status at any time from the provisioning request page.

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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. 
    esw_16.png
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Status descriptions

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Request status

Icon Status Color
image of completed message Complete Green
pending_2.png Not complete; the request is still in process, or if there are multiple SIMs, some SIMs have switched, and others have failed. Yellow or amber

 

SIM status - in process or complete messages

The following messages are viewable on the eSIM switch request page or the request details page 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 acquired from inventory.
eSIM pairing completed The new profile is paired with the device EID.
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.

 

SIM status - failed statuses and actions available
esw_21.png

The request will show in pending status even if the switch has failed. Review the request details and refer to the actions in the following table for your next steps. 

Status Action
Device not In session Turn on the device and retry the switch request.
Failed to acquire new profile Retry the request. If this fails, contact Support.
eSIM pairing failed Retry the request. If this fails, contact Support.
Failed to publish download profile request Retry the request. If this fails, contact Support.
Failed to download profile Turn on the device and retry the switch request. If this fails, contact Support.
Failed to send activation request Contact Support.
Failed to activate Contact Support.
Failed to publish enable profile request Contact Support.
Failed to enable profile Restart the device and retry the switch request. If this fails, contact Support.
Failed to send deactivation request Contact Support.

 

Retry and skip step

Based on the action listed with the failure message, you can retry your request from the request details page. There is no limit on the number of times you can retry a switch.
Note: Skip step is not available at this time.

  1. Select the SIM or SIMs from the List of SIMs Affected.
  2. Select Retry.
    image of retry button
  3. If the retry is not successful, Contact Support.

 

 

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