SIM/eSIM support tool

1. In Atlas, choose the Troubleshooting tab. Select Tech Tools > SIM/eSIM Support Tool. Tapestry or Rebellion, select Tools > SIM/eSIM Support Tools.
2. Enter the 19-digit ICCID or 32-digit EID and choose the Search icon.
3. If you entered an EID, view the Profile Status. You'll see up to five of the last T-Mobile EID/ICCID pairings. Non T-Mobile pairings won't show.
   • Enabled: The profile/ICCID installed on the device that is linked to a MSISDN and currently connected.
     • A green connected icon will be displayed.
   • Installed: A profile/ICCID installed on the device. It may or may not be linked to a MSISDN.
   • Downloaded: A profile/ICCID downloaded to the device but not yet installed.
   • Available: A profile/ICCID that has not been linked to a MSISDN or downloaded/installed on a device.
   • Released: A profile/ICCID that is linked to a MSISDN but is not downloaded/installed on a device. Tell the customer to download the eSIM profile.
   • Unavailable: A profile/ICCID that cannot be used. Swap SIM in Atlas and tell the customer to download the eSIM profile.
   • Disabled: A profile was installed but is not currently active.
     
     • For phones:
       1. If the issue persists, reset network settings, and attempt to enable the cellular line via settings again.
       2. As a last resort, delete the eSIM profile via settings, perform an eSIM change in Atlas using the device EID/IMEI, and attempt to redownload the eSIM profile.
     • For watches:
       • The customer likely unpaired their watch or removed the cellular plan.
       • If the SIM status is Available, confirm the cellular plan is removed via settings, complete a SIM change in Atlas using the EID, and attempt to set up cellular again.
       • If the SIM status is in use:
       1. Confirm the watch line is paired with the correct primary line in billing.
       2. Confirm the primary line can connect to data and the line is turned on via settings if using eSIM.
       3. Walk the customer through re-pairing their watch and setting up cellular.
       4. If that fails, perform a SIM swap in Atlas using the EID and attempt to set up cellular again.
   • Reserved: SIM is reserved for eSIM or CSN. (iPads only: if there are CSN issues, SIM Support Tool will give the option to change status to "Bound." Select Request ICCID under Actions and move to “Bound” state.)
   • Bound (iPad only): SIM is bound to the device. If an issue is encountered activating the iPad, select “Delete Profile” under Actions and select “Request Profile.” Then, complete a SIM swap using the EID or CSN in Atlas and follow device steps to download the eSIM profile.
   • Transient (iPad only): SIM is in the process of downloading to the device. Wait a few minutes for the installation to complete.
   • Linked: Appears right before the eSIM goes into Released status. During this time, the customer cannot download their eSIM profile. Allow for standard provisioning times (up to 2 hours) before completing another SIM swap.
4. View the SIM status.
   • Aging: SIM deactivated less than 60 days ago.
   • Available: SIM not activated and available for activation.
   • Assigned In-Use: SIM activated and in use.
   • Terminated: SIM not activated and expired or SIM deactivated more than 60 days ago. Physical SIM only.
   • Error: Check out the System Issues space for known issues and then work with your coach or manager to have a Service Desk ticket filed for any new issues if needed.
5. Brand ID: This will display results for EIDs activated on the T-Mobile brands.
   • TMO - TMobile
   • MPC - Metro PCS
   • BST – BOOST
   • SPT - SPRINT
   • AWL - ASSURANCE
   • ALL - UNKNOWN
6. SIM Indicators: These indicators will display the SIM type the customer uses on their device.  
   • pSIM indicates the customer uses a physical SIM on the device and will provide the associated details.
   • eSIM indicates the customer uses an embedded SIM on the device and will provide the associated details. 
   • pSIM / eSIM indicates the customer uses both physical and embedded SIM cards and will provide the associated details.
   • Note: If a customer moves from using 2 active eSIMs to 1 eSIM + 1 pSIM or vice versa, there may be a delay in the SIM/eSIM tool reflecting the change. Use the Atlas device dashboard to confirm account setup.
7. View the SIM Version.
   • Legacy SIM: No compatible with standalone 5G, customer will want to use the SIM that comes with their new device.
   • Release 8 and 12 SIM: Compatible with standalone 5G via an automatic OTA update.
8. View the OTA Sent status.
   • Only appears when a Release 8 or Release 12 SIM is in use.
   • If using an R8/R12 SIM and OTA status shows no see 5G Standalone network for more details.
9. Select X to return to the tools.

Follow these steps to skip the normal "aging" wait time and make a physical SIM immediately available. eSIMs do not go into aging status.

1. Atlas Toolbox, select SIM/eSIM Support Tool.
2. Enter the 19-digit ICCID and choose the Search icon.
3. Choose the Actions drop down and select Change to available.

Most eSIM devices should use the On Device eSIM Activation process, this process should be used for troubleshooting.

Important: Device Profile status must be Released and SIM status must be Assigned In Use to send a QR Code (or see the Actions button in some scenarios).

1. Open the SIM/eSIM Support Tool in Atlas Troubleshooting Dashboard, Rebellion Troubleshooting, or Tapestry.
2. Enter the 32-digit EID or 19-digit IMEI and select the Search icon.
3. Choose Actions, then select Generate/Send QR Code.
   • If the option to send a QR code is not available in the SIM/eSIM Support Tool, confirm that the device Profile status is Released and the SIM status is Assigned In Use.
4. Enter the customer's email address, then choose Send.
   • You must enter the customer's email in all lowercase. Using uppercase letters will result in an error message regarding an invalid email address. 
   • If the error “There was a problem sending the QR code. Please try again.” appears, the email address entered was invalid and needs to be reconfirmed. 
5. Instruct the customer to follow the device specific steps to scan and download their eSIM profile. 
   • Most emails will contain the QR Code in the body of the email.
   • Gmail email addresses will receive the QR Code as a PDF attachment instead.

Only follow these steps when directed by troubleshooting. Follow these steps to reset the network counter on an eSIM wearable. This is required when an eSIM device has requested too many profiles, such as when Apple Watches show error 406 when downloading their eSIM.
Note: Reset Allocation does not work on eSIM smartphones. 

1. Go to the ESIM profile on the Device tab.
2. Under Actions, select reset allocation.

• Some SIMs released using the SIM/eSIM Support Tool can't be used right away. This is due to a timing issue with a backend database that houses SIM status.
• SIMs attached to canceled MSISDNs can't be released by the SIM/eSIM Support Tool. Follow SIM reuse to check eligibility and file SIM/MSISDN Reuse forms through Atlas. SIMs affected by this issue appear as "Aging" in the SIM Support Tool.
• SIMs attached to MSISDNs cancelled or suspended by RAT cannot be reused.
• eSIMs activated on Wholesale accounts will display “N/A” in the MSISDN field. Fix is TBD.
• Do not file SIM/MSISDN forms or contact NTC Resolution Team to request one of these SIMs be reused.

• If you encounter an IMPI Error when attempting to use a SIM after changing the SIM Status to Available in SIM/eSIM Support Tool, complete the SIM/MSISDN Reuse form. You must file the form to resolve the customer's issue.
• Include in the comments that an IMPI error was received.
• If the situation requires an escalation, have your coach/senior email the SIM/MSISDN escalation team to work on resolving the IMPI error.
• Include the SIM/MSISDN Reuse form number in the email.
• The SIM/MSISDN Escalation team will attempt to resolve the issue but may need to submit a help desk to for resolution.
• Once the issue is resolved, they will contact the customer to complete their request.