Performing a SIM Refresh

This section explains:

What a SIM refresh is.
How to perform a SIM refresh.

What Is a SIM Refresh?

Performing a SIM refresh sends an update to the subscriber's device instructing it to refresh the services on the SIM. You may wish to perform this action if the subscriber's device is not functioning as anticipated, for example, if it is experiencing connectivity issues.

Performing a SIM Refresh

To perform a SIM refresh:

Navigate to the subscriber management page for the subscriber you want to refresh.
This can be achieved by using the Search Bar, for example.
Click on the Troubleshooting tab.
Click on the SIM Refresh button to complete the process.

Note

Depending on the network operator that the subscriber is provisioned on, the refresh may take up to 48 hours to occur.

Please refer to the FAQs section for further information on how long the refresh will take to complete.

Tip

If the SIM refresh does not resolve the issue, we recommend that you reboot the device.

If the reboot does not resolve the issue, please raise a support ticket.

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