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The eSIM Lifecycle Explained: From Order to Install, Use, Top-Up and Expiry
The eSIM lifecycle has six stages: the eSIM is ordered, delivered to the customer, installed on the phone, activated on a network, used until its data or days run out, and then expires or is topped up. Knowing each stage helps resellers answer support questions, time messages and apply refund rules — Fully Signal shows each eSIM's status in the panel and through webhooks.
In this article
Every eSIM you sell goes through the same journey. Understanding the eSIM lifecycle lets you answer "where is my eSIM?" in seconds, send the right message at the right time, and know when a refund is possible.
The six stages at a glance
| Stage | What happens | Customer question |
|---|---|---|
| 1. Ordered | You buy the plan from your balance | "Did my order go through?" |
| 2. Delivered | Customer gets the QR code or install link | "I didn't receive it" |
| 3. Installed | The eSIM profile is downloaded to the phone | "How do I install it?" |
| 4. Active | The plan connects and starts counting | "It's not connecting" |
| 5. In use | Data is consumed over the validity period | "How much data do I have left?" |
| 6. Ended | Data used up or days over — or topped up | "Can I get more data?" |
Stage 1: Ordered
You order the plan from the Fully Signal partner panel or the API, paid from your prepaid balance at your wholesale price. API integrations should use idempotency keys so a retry never orders twice (idempotency guide).
Stage 2: Delivered
The customer receives a QR code — in your logo and colour — and a link to a neutral install page that detects iPhone or Android and offers one-tap installation where supported, in 8 languages.
Tip: if a customer says they did not receive it, check spam first, then resend from your order history.
Stage 3: Installed
The eSIM profile is downloaded to the phone. Most profiles can be installed once: deleting an installed eSIM usually removes it permanently, so tell customers not to delete it. Step-by-step help: how to install an eSIM.
Stage 4: Active
The plan starts counting days — on many travel plans when the eSIM first connects to a supported network in a covered country, on others when it is installed. Check each plan's rule (validity and activation).
Common fix for "not connecting": turn on data roaming for the eSIM line, select it as the mobile data line, and restart the phone.
Stage 5: In use
Data is used until the allowance or the validity runs out. You can track usage per eSIM in the partner panel, and API integrations can receive status changes through webhooks instead of polling.
Stage 6: Ended — or topped up
When data or days run out, the eSIM stops providing data. Where the plan supports it, the customer can top up the same eSIM without a new QR code — your best repeat sale (top-ups explained). Otherwise, they buy a new eSIM for the next trip.
Where refunds fit
On Fully Signal, an eSIM that was never installed and used no data can be refunded to your balance within the refund window. Once installed or activated, it cannot be refunded. In lifecycle terms: refunds are possible in stages 1–2 only. More: eSIM refunds.
Messages to send at each stage
| Stage | Message |
|---|---|
| Ordered / delivered | "Here's your eSIM and how to install it" |
| 1–2 days before travel | "Install it now on Wi-Fi" |
| On arrival | "Switch on data roaming for your eSIM" |
| 80% data used | "Running low? Top up in one tap" |
| After the trip | "Planning your next trip?" |
Pair these with ready answers from our customer support playbook.
FAQ
What are the stages of the eSIM lifecycle?
Ordered, delivered, installed, active, in use, and ended (data used up or validity over), with top-ups extending the in-use stage where supported.
Can an eSIM be installed twice?
Usually not. Most eSIM profiles can be installed once, and deleting an installed eSIM typically removes it permanently.
When can an eSIM be refunded?
On Fully Signal, only before it is installed and while no data has been used, within the refund window.
How can I see an eSIM's status?
In the partner panel's order and usage views, or via the API and webhooks for automated systems.
What happens when an eSIM expires?
It stops providing data. The customer can top up the same eSIM if the plan supports it, or buy a new eSIM.
