Maya Mobile Product Guidance

Product Guidance

Start

CLASS RULES

• Communication with respect
• No electronic devices
• Participation
• Questions
• Good posture
• Hydrate yourself
• Have fun!

Agenda

ESCALATION GUIDELINES

HOW TO ACTIVATE

eSIM Troubleshooting Guide

Refunds, Rules & Guidelines

Objectives

Determine how a customer can activate an eSIM and the basic troubleshooting steps when this one does not work.

Categorize situations to process a refund and the rules and guidelines for this process.

Detect the scenarios in which a case needs to be escalated to a different department.

How to activate your eSIM?

Install with QR Code

1. On the device where you want to install the eSIM data plan, open the Camera app(Alternatively, go to Settings > Cellular > Add eSIM, and select Use QR Code.) 2. Point the camera at the QR Code. Tap on the notification that appears, which should say Cellular Plan Detected - Tap to preview this cellular plan. 3. On the following screen, follow the prompts to install the new Data Plan. Usually, the default options are okay to accept. 4. Once the new Data Plan has been added, make sure that Data Roaming is set to ON in your phone's Settings, under Cellular Data > Your new eSIM plan. Note that your eSIM plan may be called "Secondary" or "Personal".

Help Center: How to activate?

Install with Manual Activation Code

If you are unable to scan the activation QR code or prefer to activate a different way, you can enter a Manual Activation Code on your device.

1. Log in to your Maya Mobile account.
2. Click Plans in the navigation menu
3. Click the options icon next to your eSIM, and look for Get Activation Code
4. Copy the activation code, and enter it on your device when prompted.

Activate an eSIM with Manual Activation Code

Standard Troubleshooting Process

The issues that eSIM users face are usually simple, and easy to identify the root cause. We can check the eSIM status in the Support Dashboard and usually identify their problem, before our first response to the customer. Our goal is to verify that the eSIM is installed correctly, configured properly, and connected to a supported network.

1. eSIM Installed?

Process Overview

2. Is the Data Plan Active?

First, locate the customer’s account in the Support DashboardYou can use email, customers name or phone number (if it's available).

3. Data Usage

Next, identify the eSIM or plan related to the concern

4. Assign to Network Team

eSIM Installed?

On the eSIM dashboard page, check the [eSIM Status]. This indicates the eSIM install status on the phone:

• NOT INSTALLED - eSIM is awaiting installation by the user.
• DOWNLOADED - eSIM is downloaded to the device, but Install is not complete.
• INSTALLED - eSIM is installed on the device, but not successfully activated.
• ACTIVE - eSIM is installed, and configured as the primary Cellular Data Plan.
• INACTIVE - eSIM is installed, but turned off (not the primary Cellular Data Plan).
• DELETED - eSIM has been removed from the device.

+ info

Phone compatible?

Is the Data Plan Active?

On the eSIM page, click the Packages tab. Under All Packages, each data package has a status that indicates its availability on the network:NOT ACTIVE - The package is available, but not yet activated by the device. ACTIVE - The package is available and in use. TERMINATED - The package is expired or no longer available.

• 2a. User in Supported Location?

• 2b. APN Required?

• 2c. Settings Correct?

Has the customer turned on Data Roaming and set the eSIM as their data plan?

DATA USAGE

Manual Network Selection Note that the Manual Network Selection macro requires filling in the Network Operator (Carrier) name that the user should connect to. Find the correct Network by looking in: eSIM Page > Packages tab > [ Network ] Maya Dashboard > eSIM > Search bar

If there is no usage, send macro: Data Package Refreshed, and if a customer is still unable to connect, send macro: Manual Network Selection (depending on the user's phone).

Assign to Network Team

Remember in rare cases the troubleshooting steps might not work. If the issue cannot be solved after following all of the diagnosis steps, assign the ticket to the Network Team with macro: Assign to Network Team

Refunds, Rules & Guidelines

Support agents are authorized to handle order cancellations, upgrades, refunds, and other billing requests, with customer authorization. Here some examples:

1. Accidentally ordered multiple eSIMs
2. Requesting a refund because the phone is not compatible
3. Didn’t realize Auto Renew was turned on
4. Top up or Add data package to eSIM
5. Change the eSIM activation date
6. Ordered the wrong eSIM
7. Delete account
8. Unable to complete order / “Your request could not be processed”

Refund Scenarios

• Original order was more than 60 days ago (not 30, as in the policy)
• The related eSIM / data package consumed more than 20% of its data quota (or more than 1GB of data for Unlimited plans)

• Customer’s phone is not compatible with eSIM, or locked by their carrier
• Customer is having trouble installing the eSIM and doesn’t wish to continue
• Customer ordered multiple eSIMs but only needed one
• Customer never installed the eSIM (status ‘NOT INSTALLED’)
• Customer enabled Monthly Auto Renew or Auto Recharge and requests refund of an unexpected auto payment

Please keep in mind we do not offer refunds proactively unless customer ask for it.

Escalation Flow

Management Team

Partner Team

Billing Team

Network Team

• Partnership requests: Affiliates, Distributors, Resellers
• B2B sales quotes: Requests for quotes for large quantities of eSIMs

• API Support or Questions
• Partner account technical support

• Strong complaints or threats
• Risky or fraudulent behavior

• Unauthorized transaction report
• Unrecognized email from Maya Mobile
• Law enforcement or regulatory agencies

THANK YOU FOR YOUR TIME

• If the status is NOT INSTALLED, proceed to "Phone Compatible?"
• If the status is ACTIVE or INACTIVE, proceed to "Data Plan Active?"
• If the status is DELETED, refer to: "Re-enable eSIM in Terminated status"
• If the status is DOWNLOADED, refer to: "eSIM Stuck in DOWNLOADED State (Samsung/Android)"

It's highly important to verify if the device in which the eSIM will be installed is compatible or not. If the device works with eSIM, an account Will be created at the moment you purchase your eSIM.

Many new smartphones come with eSIM support, including the latest iPhone, Samsung Galaxy, and Google Pixel phones, among others. A complete list of compatible phones can be found here:

COMPATIBLE PHONES

• The quickest way is to copy their Zendesk requester email address into the Smart Search bar in the Support Dashboard (you can also copy an Invoice ID, Order ID, and other identifiers).

• If no account is found, use the macro “Account not found” to request their Maya Mobile account email address or order information.

If the user has multiple eSIMs and it is unclear which is related, ask the customer to please confirm which eSIM they are having trouble with.

APN - Auto or Manual activation (normally is auto but it could happen it is manual)

On the eSIM page, on the Packages tab, check the value for [ APN ].

• If APN is Manual, send macro: APN Update
• If APN is Auto, send macro: Request Screenshots and await customer reply to verify their basic settings are correct.

How to Update APN Settings

eSIM settings on the phone must be correct

After installing the eSIM, users must turn on “Data Roaming” and set the eSIM as their main Cellular Data Plan. If these steps are not done, the service will not work. Sometimes, there is additional configuration required.

User in Supported Location?

The user must be in a location supported by the eSIM / Data Plan they have purchased. For example, a France eSIM provides coverage only in France.

• If it is not clear where a user is currently located, send macro: Request Location.

• If a user is NOT currently located in a supported location, send macro: Location Not Covered (replace 'COUNTRY' with the unsupported location in the macro)

Settings Correct?

The eSIM requires some basic settings to be configured on the user's phone in order to connect to a network.

• If the settings are not correct, you can share the screenshots below as needed, or explain the info in the Basic Troubleshooting macros.

• If the settings appear to be correct, send macro: Data Package Refreshed