Internal · support & tech support team

Support Agent Runbook

Glossary: terms every agent must know

Term	What it means
ICCID	Identifies the eSIM profile. Your primary lookup key.
EID	Identifies the physical eSIM chip in the device. Used to re-issue / match a profile to a device.
LPA string	The text behind the QR code (e.g. `LPA:1$smdp.example.com$ABC123`). This is what actually installs the eSIM.
QR code	A visual wrapper around the LPA string. Usually single-use.
Profile states	GSMA lifecycle: `Available → Allocated → Released → Downloaded → Installed`, plus `Error`. Downloaded/Installed = it's on the phone.
Enabled vs Disabled	An installed profile can still be switched off. Enabled = the line is turned on.
Attach / registration	The line is currently seen by a network.
Data roaming	Must be ON for most travel eSIMs, because they roam on partner networks.
APN	The gateway setting that lets data flow. Sometimes must be set manually.
Validity clock	When the countdown starts: on purchase, on install, or on first network connection. Know which one your plans use. It drives a huge share of "my plan expired early" tickets.

The four views (and what to look at)

Account / order view

Customer, order ID, bundle bought, payment status, refunds, number of eSIMs on the account.

eSIM / profile detail view (your most-used screen)

ICCID, EID (if captured), the LPA/QR and whether it's been consumed
Profile state (Available → … → Installed → Error) and Enabled/Disabled
Buttons: resend, reissue, reset state

Connectivity view

Registered now? Last-seen timestamp
Serving operator + country (from network MCC/MNC, not GPS)
Line status: active / suspended / barred

Usage view

Allowance / used / remaining
Start + expiry date; which event started the clock
Throttle / fair-use status; session history if available

Privacy: you see "attached to Vodafone UK", never a precise location. Say "your line last connected to a network in the UK", not "you are in London". Never imply you can pinpoint or track a customer.

Playbooks: symptom → cause → fix

A "The QR won't install / install failed"

Likely cause	Fix
No internet during install	Connect to WiFi (or another working line), retry. Install needs data.
QR already used	Check profile state. If consumed, reissue a new profile. Do not tell them to rescan.
Device not eSIM-capable / locked	Verify model + unlock status. Incompatible and not installed → refund.
Manual entry needed	Give them the SM-DP+ address + activation code to type in manually.

B "Installed but no data" most common live-travel ticket

Check in this order:

Data roaming ON for the eSIM line? (Off = classic cause.)
Is the eSIM set as the cellular / mobile data line? (Many enable it but leave data on the home SIM.)
APN correct? Set manually if the plan requires it.
Airplane mode off, then toggle on/off to force re-registration.
Restart the device.
Still nothing → Playbook C.

C "No service / can't connect on network"

Cause	Fix
Not yet at destination	Many plans only attach in the covered region. Confirm location.
Auto network selection failed	Settings → manually select an available partner operator.
Coverage gap / congestion	Try a different operator; move location; wait and retry.
Line barred / suspended	Check connectivity view; unsuspend or escalate.

D "Plan expired / ran out of data"

Confirm when the clock started: genuinely expired vs. not-yet-started.
Data remaining = 0 → offer top-up / add bundle.
Validity expired but data left → explain policy; extend if the platform allows.
Hit fair-use throttle → explain the speed cap and reset timing.

E "I deleted my eSIM / factory reset / new phone" 1GLOBAL specifics

Deleting an installed eSIM destroys the profile. The same QR won't work.
New iPhone → iPhone? Try the EID rebind first (1GLOBAL supports moving a profile to a new Apple device) before issuing a new profile.
Otherwise reissue = place a new ACTIVATION order → new ICCID, new QR. Remaining balance does not carry over automatically. Comp it per Atlas policy (see 1GLOBAL notes §3).
Never bought/installed yet and wants out? → delete SIM = clean cancel + refund (uninstalled profiles only).
Log it: repeat deleters need clearer warnings.

Actions: self-serve vs. escalate

Adjust the middle column to your actual platform / aggregator permissions.

Action	Self-serve?	Notes
Resend QR / install email	✓ yes	First thing to try for "lost my QR".
Check install / enable / usage	✓ yes	Read-only, always safe.
Reissue / regenerate profile	✓ usually	For deleted / consumed eSIMs.
Top-up / add bundle	✓ yes	Confirm it applies to the active eSIM.
Extend validity	~ sometimes	Platform-dependent.
Suspend / unsuspend line	~ sometimes
Reset profile state (re-download)	~ sometimes
Deactivate / terminate eSIM	✓ yes	Irreversible. Confirm with the customer first.
Refund / cancel order	✓ per policy	1GLOBAL: uninstalled profiles can be deleted via API = clean cancel + refund. Installed = per Atlas policy.
Force re-download / deep network diag	✗ upstream	Escalate to 1GLOBAL with ICCID + X-Correlation-IDs + timestamps.

How to deactivate

open profile detail→ confirm ICCID + identity→ Deactivate / Terminate→ confirm plan is forfeited→ note the ticket

State your refund policy, and warn that this is permanent: a new purchase is needed to use the service again.

How to top up

open account / eSIM→ confirm eSIM is installed→ TOPUP order on the ICCID→ matching region / plan→ confirm timing

1GLOBAL supports unlimited renewals to the same installed profile, so a returning customer never needs a new eSIM. If the profile is already installed, the new plan typically starts working right away.

Escalate when…

Profile stuck in Error and reissue doesn't clear it.
Installed, enabled, roaming on, correct data line, but still zero data across multiple operators.
Charging mismatch (data used doesn't match reality) or double-billing.
Line shows barred / blocked with no reason on your side.

Include in every escalation: ICCID, EID, device model, timestamps, serving operator seen, steps already tried, and screenshots.

Do / Don't

Do ✓

Confirm compatibility + unlock status before anything else.
Warn customers before they delete an eSIM.
Set expectations on when the validity clock starts, both at point of sale and in support.

Don't ✗

Don't tell a customer to rescan a QR that may be consumed. Reissue instead.
Don't imply precise location tracking. Network-country only.
Don't deactivate / terminate without explicit customer confirmation.

Canned replies

Tap a card to copy the reply, then paste it into the ticket.

Roaming reminder

Your travel eSIM connects through partner networks, so Data Roaming must be turned ON for the eSIM line. This won't cost extra. It's how the plan is designed to work.

Don't-delete warning

Please don't delete the eSIM from your phone. eSIM QR codes are single-use, so deleting it means we have to issue a brand-new one. If you're switching phones, contact us first.

Set as data line

After enabling the eSIM, go to your cellular/mobile data settings and make sure the eSIM is selected as your Data line. Otherwise your phone keeps using your home SIM and the plan won't be used.