Gen Mobile | New Enrollment

New Enrollment | eSIM

Received 10/21/25 | Updated: 7/3/26

Menchie Parilla

Last Update hace 12 horas

This process is for fulfilling new plan orders from Shopify in Telgoo. This process covers order activations for eSIMs with plans.

1. Start by going to Shopify and opening the new SIM and plan order. You will need it to get the customer and order information.

For eSIM orders use the “eSIM Queue” filter

IMEI Verification

Verify IMEI compatibility for eSIM orders. Send the correct eSIM type based on the compatibility and device type (Apple or Android).

If all 3 carriers are not compatible, select a Rose (DISHTMB) eSIM.

A Rose (DISHTMB) eSIM should be selected, even if it shows it is not compatible with Rose, Sky or Orange.

If you receive an error with the activation, you will need to refund and cancel. See slide 7.

On Telgoo:

Check for the device type

Go to Prepaid/Postpaid Orders (PC109)
Click on Query GSM Device (PC872)
Enter the IMEI in the Device/IMEI
Click Submit.

For Apple Devices complete the order with a DISHTMB eSIM.

For Android/all non Apple devices, complete with a DISHATT eSIM.

If the IMEI is valid on an eSIM order, click the Fulfill Item button before starting the process to create an account.

This will send an email to the customer so they know the eSIM is going to be sent.

Start completing the order after clicking the Fulfill Item button.

You can identify eSIM orders by checking the order type.

An email is sent automatically, DO NOT click the button to send a notification, if the box is checked, uncheck it.

If there is an error when creating the account, have a supervisor submit a ticket to [email protected] copy [email protected]. Provide the account number and error message in the email.

You will have the make (Apple or Android) and Device

For all Apple eSIM devices, send a DISHTMB eSIM.

For Android send based on compatibility and send the same previous carrier.

AT&T use DISHATT

T-Mobile use DISHTMB

Boost use DISHMNO

Verizon use DISHATT(Android) or DISHTMB(Apple)

None of the Above use DISHATT or DISHTMB

DISHATT should be prioritized over DISHTMB when both are available and it is an Android phone.

To process a refund click the Refund button on the Shopify order

Change the quantity to 1 or more depending on the quantity purchased that needs to be refunded.

If there is a shipping cost, refund the shipping with all items in the order.

Check the box to refund the shipping and click the Refund button.

All Medium and High Risk orders should be cancelled and refunded.

Low Risk orders with more than 5 eSIMs should be cancelled and refunded.

Low Risk orders with 5 or less SIMs can be fulfilled. This includes new activations, refills and top-ups.

There is no limit to the number of refills or top ups that can be processed. Only cancel refills and top-ups if they are labeled High Risk.

When refunding a High Risk or Medium Risk order, notate, “Unable to fulfill order. Refund processed, please advise the customer to make a new purchase.”

All Medium and High Risk eSIM orders that have PayPal payments should be cancelled and refunded.

All Medium and High Risk eSIM orders with multiple payment attempts should be cancelled and refunded.

All Medium and High Risk eSIM orders that don’t have a real name should be cancelled and refunded.

Notate order: “Unable to fulfill order. Refund processed.”

TelgooOrder Creation for eSIM

1. Go to Prepaid/Postpaid Orders in Telgoo and click on New Enrollments

2. Enter the customer zip code and information.

3. Enter the Billing Address as the Service Address.

4. Enter the Shipping Address as the Mailing Address, if a Shipping address is provided.

5. Choose the plan with the amount that matches the amount on the selected order before the discount.

PO Box Addresses:

PO Boxes can be used as the Mailing Address, but the account needs to have a non-PO Box address as the Service Address.

If the account only has a PO Box, refund the order and notate “Unable to complete the order due to address entered as a PO Box.”

If the account has a valid address and a PO Box, use the PO Box as the mailing address and the valid address as the Service address, even if the valid address is not the Billing address.

Add the customer’s email to the order information. Enter
the Shopify Order ID in the Shopify ID section.

Click the Is eSIM button in the next section. Enter the IMEI and select the correct carrier.

For all order types enter ECOM ORDERS for the Master, ECOM ORDERS for the Distributor, ECOM ORDERS for the Retailer, and ECOM ORDERS as the Employee. It should be pre populated as the only option.

On the next page, select Skip Payment and hit the Proceed button.

Plans:

For eSIM orders choose the plan that matches the purchase. Do not use the Preact version of the plan for eSIM orders.

For the $10 plan choose the $10 1GB Data plan
For the $20 plan choose the $20 5GB Data plan
For the $30 plan choose the $30 11GB Data plan
For the $40 plan choose the $40 17GB Data plan
For the $50 plan choose the $50 Unlimited plan
For the $60 plan choose the $60 Unlimited+ plan

If the account is for multiple months enter the advanced billing amount. Minus 1 month from the total if it is more than 1 month and enter that as the advanced billing amount.

Example - If it is a 3 month order, enter 2 for advanced billing, the 1 month of the current activation and 2 months for advanced billing.

(If there is no advanced billing leave the section blank and only activate the current month’s plan).

Copy the Customer ID from theCongratulations! page and enter it in a new Telgoo tab

Add Note to Account

Use the Shopify Note type and enter the Shopify order number and IMEI. Enter the IMEI for eSIM orders.

Example:

Shopify order 5554411 IMEI 3596364249111110

Shopify:

Go back to the Shopify order and enter the customer ID for the new account that was created in the Timeline notes.

Add a tag for all completed orders with a note that says Telgoo and the customer ID.

For eSIM orders the device does not need to be added to inventory.

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