SIM Swap
Change SIM Card in Vcare account.
Maria Ortega
Last Update 3 年前
When the reason to perform a SIM swap is to fix an account unable to use services, always offer to troubleshoot.
If the caller (dealer, street agent, customer) insists on performing sim swap, let them know we need to troubleshoot de device first, if they keep saying they only want to perform the swap, proceed with the sim swap and notate the account that the caller did not want to perform troubleshooting and insisted on performing the sim swap.
1. Check if the SIM card is in the inventory:
2. Check the Carrier & Status:
3. Click on the edit pencil in the Line Information:
4. In "ESN/SIM Change" select the following:
a. New ESN/SIM: Enter the New SIM Card number.
b. Return to original Master: Uncheck the box
c. Reason for ESN/SIM: USED
d. Type of Change: Electronic Change
e. Master: Original Master who owns the SIM Card we are adding
f. Distributor: Original Distributor who owns the SIM Card we are adding
5. Click "Submit"
