eSIM switch - monitor and troubleshooting
You can easily check the status or monitor a switch request whenever you need to.
Request status
Subscriptions > Inventory > ESIM > Search > EID Subscriptions > Requests > Switch Requests > Request ID
Search and select the EID or the Reference ID using one of the following options.
Inventory list - Search for the ICCID or EID from the Inventory list. Select the EID and review the eSIM history for the request. You can search by ICCID or sort by request type. Note the color of the icon next to the Request ID.
Switch Request page - find the request and review the request status to see if further action is needed.
Request status definitions
Icon
Status
Description
Processing
The request has started but is not complete.
Processed
The request is complete, but there are errors.
Cancelled
The request was canceled.
Completed
The request was successful, and the process is complete.
Monitor a request
Select the Request ID to monitor the request.
Number
Field or component
Description
1
Process bar
The process bar shows the process for all SIMs in that request. If a section is marked with a green dot/s, it has been completed successfully.
2
Status
The status explains the current state of the switch.
The section and status indicate the current stage of the request. Check the appropriate section below based on the request's status:
Processing - statuses during processing
Processed - troubleshoot a processed request
Statuses during processing
As the request progresses, you may see the following statuses.
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.
Service type KATTCC only
Description
Policy check initiated
The policy status check has started.
Policy check completed
The policy status check is complete.
Policy removal initiated
The policy removal step has started, and is waiting for the carrier’s response.
Policy removal completed
The policy removal is complete.
Troubleshoot a processed request
Any switch request in an incomplete status may have at least one eSIM that has failed. Review the status to determine the reason and any action that can be taken.
You may be able to troubleshoot and complete the request without contacting Support for assistance. The failed status message includes the description and possible action taken.
Follow the instructions below based on the status message SIM. You can retry a maximum of five (5) times.
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.
eSIM pairing failed
Wait 5-10 minutes, then select retry. Contact Support if unsuccessful.
Failed
Read the information in the details field for additional information.
Failed to activate
Failed to acquire new profile
Wait 5-10 minutes, 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 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 publish download profile request
Wait 5-10 minutes, verify SMS is working, and then select retry. Contact Support if unsuccessful.
Failed to publish enable profile request
Wait 5-10 minutes, 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 send deactivation request
Wait 5-10 minutes, then Contact Support if unsuccessful.
Service type KATTCC only
Action
Policy check failure
Select retry.
Failed to send policy check request
Select retry.
Failed to send policy removal request
Select retry.
Policy removal failure
Turn on the device, check the connection status, and then select retry.
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