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.

• 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 status description 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.

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 an incomplete 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.

Before selecting Retry, check that the device is powered on, connected to the network, can receive binary SMS, and can be remotely provisioned.

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	Contact Support.
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.