| QR renders, but the device reports the activation code as invalid or the profile download fails | The failure is between the device’s LPA and the upstream SM-DP+: the device does not support eSIM provisioning, its profile slot is full, or the activation code was already consumed by another install (a code installs one profile) | Read the exact LPA error text on the device. Confirm the device supports eSIM, and check the Installation column on the detail page: if it reads Installed, the code was consumed by an earlier install and cannot be reused. If the error names a code that was never installed, escalate with the capture set below. |
| Detail page shows “No activation material yet” instead of a QR | The upstream has not yet assigned this profile its SM-DP+ address and activation code. The page withholds the QR until both halves exist rather than showing a half-formed activation string. | Wait a few minutes after purchase and reload the page; the assignment usually lands shortly after purchase. The row is already yours and your balance was charged correctly. If it is still missing well after purchase, escalate with the ICCID and your organization id. |
| Purchase dialog: “Insufficient balance — add funds in Billing and try again.” | The purchase total exceeds your available Orbit balance. | Top up in Billing, then retry the same package. |
| Purchase dialog: “Your role can’t spend from the account balance. Ask an owner or admin.” | The signed-in role is not in the purchasing allow-list. | An owner or admin completes the purchase, or is assigned one of the roles below. |
| Purchase dialog: the service answers that fewer eSIMs are available than requested (e.g. “Only 7 eSIMs available. Please select a smaller package.”) | The requested quantity exceeds the stock currently available. | Lower the quantity. The dialog quotes the currently available stock before you confirm. |
A purchase errored or timed out, but the eSIMs appear in your list afterwards (or a retry of the same purchase returns a 409 — ICCID already provisioned) | The first purchase completed even though its response never reached you; the retry collides with ICCIDs that are now provisioned. | Check the list before retrying: the Total eSIMs card counts what you own, and the rows are in your inventory, not lost. This is the same ICCID-already-provisioned pattern the connectivity guide §10 lists for the API lane, with the same reading: reuse the existing rows, do not re-order. |
| A teammate cannot see Numbers → eSIM or its purchase button at all | The whole surface is role-gated, the same allow-list as Billing: owner, admin, and billing roles. Roles outside it never see the page. | An owner or admin handles the eSIM work, or changes the teammate’s role in the organization settings. Access follows role; no other entitlement turns the surface on. |
| The list says “No eSIMs match your search or filter.” while the stat cards count eSIMs | A search term or status filter is hiding them. Note the filters reconcile status with assignment: rows your customers are using count under Assigned even when their raw status is ACTIVE, so a filter choice can look empty while the card counts them. | Clear the filters. If the page shows “Showing the X most recent of Y eSIMs”, search and filters only cover the loaded window; narrow by status instead of searching across the full inventory. |
