268 lines
19 KiB
Markdown
268 lines
19 KiB
Markdown
# Managing SIM Subscriptions
|
||
|
||
## Overview
|
||
|
||
This journey covers everything a customer can do with an active SIM subscription in the portal. It includes viewing SIM details and data usage, changing plans, topping up data, reissuing a SIM card, managing voice features, viewing call and SMS history, and cancelling the service. SIM operations flow through the Freebit MVNO platform and are tracked in WHMCS for billing.
|
||
|
||
## Portal Flow
|
||
|
||
### Viewing a SIM Subscription
|
||
|
||
1. Go to **Subscriptions** from the sidebar.
|
||
2. The subscriptions list shows all services with their name, status, billing amount, cycle, and next due date.
|
||
3. Click on a SIM subscription (product name contains "SIM") to open the detail page.
|
||
4. The detail page has two tabs at the top: **Overview & Billing** and **SIM Management**.
|
||
5. The **Overview & Billing** tab shows four stat cards: Service Status, Billing Amount (with cycle), Next Due Date, and Registration Date. Below that is a Billing History table showing related invoices.
|
||
6. Click **SIM Management** to see the full SIM dashboard.
|
||
|
||
### SIM Management Dashboard
|
||
|
||
The SIM Management tab is the main hub. It shows:
|
||
|
||
**Header area:**
|
||
|
||
- The phone number (MSISDN) as the heading.
|
||
- A prominent **Top Up Data** button at the top right.
|
||
|
||
**Left column (larger):**
|
||
|
||
- **Action tiles** in a 2x2 grid: Call History, Change Plan, Reissue SIM, and Cancel SIM (shown in red).
|
||
- **Voice/Network Status** section with toggle switches for Voice Mail, Network Type (4G/5G), Call Waiting, and International Roaming. If the SIM is a data-only plan, voice features are hidden and a note says "Voice features are not available on data-only plans."
|
||
|
||
**Right column (smaller):**
|
||
|
||
- A **circular data usage chart** showing remaining data in MB and how much has been used.
|
||
- **Billing summary** rows: Monthly Cost, Next Bill on, and Registered date.
|
||
- **Important Notes** box explaining that changes take about 30 minutes, may require a device restart, voice/network/plan changes must be at least 30 minutes apart, and Voice Mail / Call Waiting changes must be requested before the 25th of the month.
|
||
|
||
### Topping Up Data
|
||
|
||
1. From the SIM Management dashboard, click the **Top Up Data** button (top right) or click the action tile.
|
||
2. This navigates to a dedicated **Top Up Data** page.
|
||
3. Enter the amount of data in whole GB (minimum 1 GB, maximum 50 GB).
|
||
4. The page shows a real-time cost calculation: 1 GB = 500 JPY. For example, entering "5" shows 5000 MB and a cost of 2,500 JPY.
|
||
5. Click **Submit Top Up**.
|
||
6. Behind the scenes, the system creates a WHMCS invoice for the calculated amount, captures payment using the customer's stored payment method, and then adds the data quota via Freebit.
|
||
7. On success, a green banner confirms the top-up with the amount and cost.
|
||
8. If payment fails, no data is added and an error message is shown.
|
||
|
||
### Changing the SIM Plan
|
||
|
||
1. From the SIM Management dashboard, click **Change Plan**.
|
||
2. This navigates to a dedicated **Change Plan** page.
|
||
3. The page shows the **Current Plan** at the top (name, data size, monthly price).
|
||
4. Below that, a list of **available plans** is displayed as radio-button cards. Only plans other than the current one are shown. The available plans are:
|
||
- SIM Data-only 5GB (Freebit code: PASI_5G)
|
||
- SIM Data-only 10GB (Freebit code: PASI_10G)
|
||
- SIM Data-only 25GB (Freebit code: PASI_25G)
|
||
- SIM Data-only 50GB (Freebit code: PASI_50G)
|
||
5. Each plan card shows the plan name, data size, plan type, and monthly price.
|
||
6. Select a plan and click **Confirm Plan Change**.
|
||
7. Important rules displayed on the page:
|
||
- Plan changes take effect on the 1st of the following month.
|
||
- Requests must be made before the 25th of the current month.
|
||
- The current data balance will be reset when the new plan activates.
|
||
8. On success, a green banner shows a message like "Plan change scheduled for the 1st of next month."
|
||
|
||
### Reissuing a SIM (Physical or eSIM)
|
||
|
||
1. From the SIM Management dashboard, click **Reissue SIM**.
|
||
2. This navigates to a dedicated **Reissue SIM** page.
|
||
3. The page shows the current SIM information: phone number, current SIM type (physical or eSIM), ICCID (for physical), and current EID (for eSIM).
|
||
4. Choose a replacement SIM type by clicking one of two large cards:
|
||
- **Physical SIM** -- a new SIM card will be shipped (typically 3-5 business days). The old SIM is deactivated once the new one is activated.
|
||
- **eSIM** -- download a new eSIM profile instantly. Requires entering the new device's 32-digit EID.
|
||
5. If eSIM is selected, an EID input field appears. The EID must be exactly 32 digits. A character counter shows progress (e.g., "28/32").
|
||
6. Click **Submit Reissue Request**.
|
||
7. On success:
|
||
- For eSIM: "You will receive instructions via email to download your new eSIM profile."
|
||
- For Physical SIM: "You will be contacted shortly with shipping details (typically 3-5 business days)."
|
||
|
||
### Managing Voice Features and Network Type
|
||
|
||
1. On the SIM Management dashboard, the **Voice/Network Status** section has toggle switches.
|
||
2. Available toggles (for voice-enabled plans):
|
||
- **Voice Mail** -- toggle on/off (300 JPY/month when enabled).
|
||
- **Call Waiting** -- toggle on/off (300 JPY/month when enabled).
|
||
- **International Roaming** -- toggle on/off.
|
||
- **Network Type** -- toggle between 4G and 5G.
|
||
3. Flip any toggle and the change is sent immediately.
|
||
4. Rules and constraints:
|
||
- Changes take effect in approximately 30 minutes.
|
||
- Voice, network, and plan changes must be at least 30 minutes apart. If you try to change too quickly, the portal shows: "Please wait 30 minutes between voice/network/plan changes before trying again."
|
||
- Voice Mail and Call Waiting changes must be requested before the 25th of the month.
|
||
- A device restart is recommended after changes are applied to ensure they take effect.
|
||
5. If the SIM is a data-only plan, voice toggles (Voice Mail, Call Waiting, International Roaming) are hidden. Only the Network Type toggle is shown.
|
||
|
||
### Viewing Call and SMS History
|
||
|
||
1. From the SIM Management dashboard, click the **Call History** tile.
|
||
2. This navigates to a dedicated **Call & SMS History** page.
|
||
3. At the top, a banner shows which month's data is displayed (e.g., "Showing data for: September 2025").
|
||
4. There are three tabs:
|
||
- **Domestic Calls** -- shows Date, Time, Called To, Call Length, and Call Charge (in JPY).
|
||
- **International Calls** -- shows Date, Start Time, Stop Time, Country, Called To, and Call Charge.
|
||
- **SMS History** -- shows Date, Time, Sent To, and Type (Domestic SMS or International SMS).
|
||
5. Each tab shows the total record count in parentheses.
|
||
6. Tables are paginated (50 records per page).
|
||
7. Important notes at the bottom:
|
||
- History is updated approximately 2 months after calls/messages are made.
|
||
- Approximately 3 months of records are available.
|
||
- Charges are based on carrier billing data.
|
||
|
||
### MNP -- Mobile Number Portability
|
||
|
||
MNP allows a customer to bring their phone number from another carrier when activating a new SIM. This happens during the **order activation** flow (not as a standalone action on an existing subscription).
|
||
|
||
During SIM order activation, the customer can choose "I want to port my number" which reveals the MNP form. The MNP form collects:
|
||
|
||
- **MNP Reservation Number** -- obtained from the customer's current carrier.
|
||
- **Reservation Expiry Date** -- the date by which the port must be completed.
|
||
- **Phone Number** -- the number being ported.
|
||
- **Current Carrier Account Number** (optional).
|
||
- **Porting Person Details** (optional): Last Name, First Name, Last Name (Katakana), First Name (Katakana), Gender, Date of Birth.
|
||
|
||
These details are sent to Freebit during SIM provisioning. The ported number replaces the default assigned number.
|
||
|
||
### Cancelling a SIM Subscription
|
||
|
||
1. From the SIM Management dashboard, click the **Cancel SIM** tile (shown in red).
|
||
2. This navigates to the **Cancel SIM Service** page, which uses a multi-step cancellation flow shared with Internet services.
|
||
3. If the cancellation is already in progress (Salesforce Opportunity is in "Cancelling" stage), the page shows a "Cancellation In Progress" status with the scheduled end date.
|
||
4. Otherwise, the cancellation flow has three steps:
|
||
|
||
**Step 1 -- Review Service Information:**
|
||
|
||
- Shows service details: product name, phone number, plan, start date, billing amount.
|
||
- Displays cancellation terms and conditions.
|
||
- If the subscription is within its minimum contract period, a warning banner appears with the minimum contract end date.
|
||
|
||
**Step 2 -- Select Cancellation Month:**
|
||
|
||
- The customer selects from available cancellation months (dropdown).
|
||
- Default is the 1st of next month.
|
||
- Must check two confirmation boxes: "I have read the cancellation terms" and "I confirm I want to cancel."
|
||
- Optional comments field.
|
||
|
||
**Step 3 -- Confirm and Submit:**
|
||
|
||
- Summary of service info and selected cancellation month.
|
||
- Any additional notices (e.g., voice SIM billing notes).
|
||
- Click **Submit Cancellation**.
|
||
|
||
5. On success: "Cancellation request submitted. You will receive a confirmation email." The page redirects to the subscription detail after 2 seconds.
|
||
|
||
## What Happens in WHMCS
|
||
|
||
| Action | WHMCS Impact |
|
||
| --------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|
||
| **View subscription** | Subscription data (product name, status, amount, cycle, dates) is read from WHMCS via the client mapping. Cached for 5-10 minutes. |
|
||
| **Top up data** | A new Invoice is created with the top-up amount (e.g., "SIM Data Top-Up 5GB" for 2,500 JPY). Payment is captured immediately using the customer's stored payment method. |
|
||
| **Change plan** | The plan change is scheduled in Freebit. The WHMCS product/service record is updated to reflect the new plan once the change takes effect on the 1st of next month. |
|
||
| **Reissue SIM** | No direct WHMCS changes for the reissue itself. The service continues under the same WHMCS service ID. |
|
||
| **Voice features** | Voice option state is tracked in the portal's database. Freebit is called to apply the changes. WHMCS add-on services for Voice Mail (pid 119) and Call Waiting (pid 123) are updated to reflect the new state. |
|
||
| **Call history** | Read-only. History data comes from Freebit SFTP files, not WHMCS. |
|
||
| **Cancel SIM** | The service continues until the end of the current billing cycle (or the selected cancellation date). No pro-rated refund is issued. The cancellation is scheduled in Freebit, and the WHMCS service status changes to Cancelled when the billing period ends. |
|
||
|
||
**Where to find SIM services in WHMCS:**
|
||
|
||
- Go to **Clients > [Client] > Products/Services**.
|
||
- SIM services have product names like "SonixNet SIM Service Data-only/5GB (Monthly)" or "SonixNet SIM Service Data+Voice/10GB (Monthly)."
|
||
- The Domain field on the WHMCS service often stores the phone number (MSISDN).
|
||
- Invoices for top-ups appear under the client's invoice list.
|
||
|
||
## What Happens in Salesforce
|
||
|
||
| Action | Salesforce Impact |
|
||
| --------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|
||
| **View subscription** | No Salesforce read for basic subscription display (comes from WHMCS). |
|
||
| **Top up data** | No Salesforce record is created for individual top-ups. |
|
||
| **Change plan** | The plan change is scheduled in Freebit. No direct Salesforce update is triggered from the portal for plan changes. |
|
||
| **Reissue SIM** | The reissue request is sent to Freebit. The new SIM identifiers (ICCID, EID) are stored by Freebit. |
|
||
| **Cancel SIM** | The linked Salesforce Opportunity stage changes from "Active" to "△Cancelling" with a scheduled end date. When cancellation completes, it moves to "〇Cancelled". A new internal Case (Origin: "Portal Notification") is also created to notify the support team. |
|
||
| **MNP (during activation)** | MNP details are stored on the Salesforce Order record's custom fields (see doc 05 for the full MNP field list). |
|
||
|
||
### How Cancellation Links WHMCS to Salesforce
|
||
|
||
The portal knows which Salesforce Opportunity to cancel by using the **WHMCS Service ID**:
|
||
|
||
1. The portal reads the WHMCS Service ID from the customer's subscription.
|
||
2. It searches Salesforce for the Opportunity where `WHMCS_Service_ID__c` matches that WHMCS Service ID.
|
||
3. It updates that Opportunity's stage and cancellation fields.
|
||
|
||
**Salesforce Opportunity fields updated during SIM cancellation:**
|
||
|
||
| Field | API Name | Value |
|
||
| -------------------------- | ---------------------------------------- | -------------------------------------------- |
|
||
| Stage | `StageName` | Changes to "△Cancelling", then "〇Cancelled" |
|
||
| SIM Cancellation Notice | `SIMCancellationNotice__c` | Updated with cancellation status |
|
||
| SIM Scheduled Cancellation | `SIMScheduledCancellationDateAndTime__c` | The selected cancellation date |
|
||
|
||
**Where to find SIM data in Salesforce:**
|
||
|
||
- **Opportunity**: Look for Opportunities on the Account where `CommodityType__c` = "SIM". Check `WHMCS_Service_ID__c` to verify it matches the WHMCS service. The `StageName` shows the lifecycle state.
|
||
- **Order**: SIM orders have `Type` = "SIM". Check the SIM-specific fields listed in doc 05.
|
||
- **Product2**: SIM products have `SIM_Data_Size__c` and `SIM_Plan_Type__c` fields. `WH_Product_ID__c` maps to the WHMCS product.
|
||
|
||
## Key Things to Verify
|
||
|
||
### Subscription Detail Page
|
||
|
||
- [ ] SIM subscriptions show both "Overview & Billing" and "SIM Management" tabs.
|
||
- [ ] Non-SIM subscriptions (Internet, VPN) do not show the SIM Management tab.
|
||
- [ ] The four stat cards display correct values matching WHMCS.
|
||
- [ ] Billing history shows invoices related to this subscription.
|
||
|
||
### SIM Management Dashboard
|
||
|
||
- [ ] Phone number (MSISDN) is displayed correctly as the heading.
|
||
- [ ] The circular data usage chart shows correct remaining and used values from Freebit.
|
||
- [ ] Monthly cost, next bill date, and registration date match WHMCS data.
|
||
- [ ] All four action tiles (Call History, Change Plan, Reissue SIM, Cancel SIM) are present and clickable.
|
||
- [ ] For data-only plans, voice toggles are hidden and the note about data-only plans appears.
|
||
- [ ] For voice-enabled plans, all four toggles (Voice Mail, Call Waiting, International Roaming, Network Type) are visible.
|
||
|
||
### Top Up Data
|
||
|
||
- [ ] The cost calculator updates in real time as the GB amount is typed.
|
||
- [ ] Minimum 1 GB, maximum 50 GB, whole numbers only.
|
||
- [ ] On success, a WHMCS invoice is created and paid.
|
||
- [ ] Data is added to the SIM (takes a few minutes to reflect in the usage display).
|
||
- [ ] If payment fails, no data is added and the user sees an error.
|
||
|
||
### Change Plan
|
||
|
||
- [ ] Current plan is highlighted at the top with correct details.
|
||
- [ ] Only plans other than the current plan are listed.
|
||
- [ ] The important notice about the 25th deadline and 1st-of-month activation is visible.
|
||
- [ ] After submitting, the success message mentions the scheduled date.
|
||
|
||
### Reissue SIM
|
||
|
||
- [ ] Current SIM details (number, type, ICCID/EID) are shown.
|
||
- [ ] Physical SIM option shows shipping info (3-5 business days).
|
||
- [ ] eSIM option requires a valid 32-digit EID.
|
||
- [ ] The submit button is disabled until a SIM type is selected (and EID entered for eSIM).
|
||
|
||
### Voice Features
|
||
|
||
- [ ] Toggling a feature sends the change and the toggle updates optimistically.
|
||
- [ ] If a change is rejected (e.g., too soon after a previous change), the toggle reverts and an error is displayed.
|
||
- [ ] The 30-minute spacing rule between changes is enforced.
|
||
|
||
### Call and SMS History
|
||
|
||
- [ ] All three tabs load their respective data.
|
||
- [ ] Tables show correct columns (domestic: Date, Time, Called To, Call Length, Charge; international: Date, Start/Stop Time, Country, Called To, Charge; SMS: Date, Time, Sent To, Type).
|
||
- [ ] Pagination works when there are more than 50 records.
|
||
- [ ] The "2 months delay" note is displayed.
|
||
|
||
### Cancellation
|
||
|
||
- [ ] If already cancelling, the "Cancellation In Progress" status page appears.
|
||
- [ ] The cancellation month dropdown offers future months.
|
||
- [ ] Both confirmation checkboxes must be ticked before the submit button is enabled.
|
||
- [ ] Minimum contract warning appears when applicable.
|
||
- [ ] After submission, the Salesforce Opportunity moves to "Cancelling" stage.
|
||
- [ ] The confirmation email is sent to the customer's email address.
|