| Question | Answer / How to do it in Telgoo5 |
| A SIM is showing as unavailable when I try to assign it. Why? | Either it has already been provisioned to another order, it has been marked Bad/Damaged/Lost via Manage Equipment Status, or it has been deprovisioned. Check Inventory → Manage Inventory → search by ICCID. |
| I need to swap a customer's SIM. How? | Customer Profile → Quick Links → SIM Swap. Pick the new SIM, confirm. The Sim Swap Completed notification fires. For bulk SIM swaps, use Inventory → Bulk Process. |
| A shipment is stuck in Pending Shipping for days. What now? | Inventory → Shipping Queue. If the order is not assigned a SIM/device or label, fix it there. If the 3PL is the bottleneck, escalate to the 3PL (Vertex / Frontier) per their queue. |
| Can I bulk-activate or bulk-suspend a list of MDNs? | Yes — Inventory → Bulk Process supports bulk activation, suspension, restore, plan change, hotline/un-hotline, and billing-code change. Upload the CSV with the required columns. |
| How do I add new device SKUs to the store? | Inventory → Manage Model. Add make/model, price, grade, memory, color, and image. Pricing changes flow through the same screen and are reflected on the customer site immediately. |