If a user is experiencing issues with their eSIM or if a number needs to be reallocated to a new team member this is how you do it.
Things to Keep in Mind
Local eSIMs can only be reset once every 24 hours.
Resetting an eSIM will immediately stop service on the current device.
The user should delete the existing eSIM profile(s) from their device to avoid confusion before reinstalling.
Steps to Reset a User's eSIM
Go to the Mobile Plan portal.
Find the user who is currently assigned the number that needs to be reset or reallocated.
If you're assigning the number to a new team member, first go to the "Person info" tab, add the new user, and allocate the number to them.
Navigate to the "Number info" tab.
Click “Reset and Resend Local eSIM” or "Reset Travel eSIM" (depending on the type of eSIM).
A confirmation popup will appear — confirm the action to proceed.
The end user will receive an email with installation instructions, allowing them to reinstall and activate the eSIM.