Triage ladder
The 30-second model
Every ticket lives in one of three layers. The customer says "it's not activated" and means five different things. Your job is to find the layer that's actually broken.
| Layer | What it is | Answers |
|---|---|---|
| 1 · Profile | The eSIM itself (the downloadable SIM) | "Is it installed on the phone?" |
| 2 · Connectivity | The line on the network | "Is it registered? Which country?" |
| 3 · Usage / plan | The data bundle & validity | "How much left? When does it expire?" |
The six rungs
Resolves ~80% of tickets. Walk it in order; stop at the first rung that fails.
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Compatible? eSIM-capable and carrier-unlocked?
No → device issue. Explain; refund if not yet installed.
-
Installed? profile state = Downloaded / Installed?
No → installation problem → Playbook A.
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Enabled? is the installed line switched on?
No → walk them through enabling the line.
-
Configured? roaming ON + set as data line + correct APN?
No → the #1 "installed but no data" cause → Playbook B.
-
On network? registered? which operator / country?
No → coverage / registration → Playbook C.
-
Plan OK? within validity, data remaining, not throttled?
No → top-up / expiry → Playbook D. All six pass → escalate.
Ask on first contact
- Order ID or email used at purchase
- ICCID of the eSIM (or plan name + country)
- Device make & model
- What they see: exact error or screenshot
- Which step: buying / installing / activating / no data / ran out
- At the destination yet?
The three docs
Support Agent Runbook
Glossary, playbooks A–E, actions you can take vs. escalate, do/don't, canned replies.
Help Center Pack
The customer-facing articles: compatibility, install, activate, troubleshooting, FAQ.
1GLOBAL Integration Notes
What the Connect API can and can't do, onboarding questions, policy decisions.
Canned replies
Roaming reminder, don't-delete warning, set-as-data-line. Tap one to copy it.