SIM change: Samson

1. Access the Profile tab.
2. Click Add.
3. Select the SIM radio button.
4. Enter the number.
5. Click OK.
6. Click the SAVE icon.

Prior to changing the SIM number:

• Follow the steps in Changing SIM cards and explain to customers everything listed there..
• Physical SIMs: Activate the SIM within the billing system prior to having the customer insert the SIM card to their device. 
• eSIMs: Ensure the customer has a Wi-Fi connection and provide the device specific steps to download their eSIM profile. 
• Do not attempt to change the SIM card again if it's been less than 2 hours since the first SIM card change. 
• Do not file a ticket in Atlas Troubleshooting Dashboard if it's been less than 2 hours since the SIM card change.

To complete a SIM number change, follow these steps:

1. Access the Profile tab.
2. Highlight the current SIM card number under the equipment window.
3. Click Change.
4. Send a one time PIN for verification.
5. Select the reason.
6. Enter the new SIM number.
7. For eSIM, if you receive the message “eSIM associated is already in use”, select the Override check box to create a new eSIM profile.
8. For eSIM entering the IMEI will retrieve the EID automatically.
9. Click OK.
10. For eSIM, ensure the customer has a Wi-Fi connection and provide the device specific steps to download their eSIM profile.
11. For unauthorized SIM swaps, see Fraud call scenarios > Account takeover fraud > SIM swap fraud.

Business Accounts: Select the SIM card icon on the Activities toolbar to open the SIM Card Change widget.

• SIM replacement
• SIM Starter Kit orders
• eSIM
• Fraud call scenarios