Troubleshooting

'User not assigned to a retailer'

This error is displayed when a user logs in but does not have an assigned Sales Outlet. In POS User Management, open the affected users settings, and assign their Sales Channel and associated Outlet. They will then be able to refresh their page or log in again to access the Retail POS.

"Activation Unsuccessful"

This error is displayed if there was a failure activating the customer plan. The customer should be refunded.

Note

A fault is automatically logged when this error appears and no further action is required.

"Unable to complete the Sales Order"

If an "Unable to complete the Sales Order" message appears, the Account Manager should be notified, with the error code referenced if available.

One or more of my eSIM plans has disappeared, but we didn't remove it.

If no stock is available for a given eSIM that is sold as batches rather than on-demand, it may not appear in your POS listings. You should confirm stock levels in the Management Console to ensure this plan is still available.