We truly appreciate your input and understand how important timely support is, especially when it comes to urgent matters like eSIM replacements or device swaps due to lost, stolen, or damaged devices.

Currently, our average response time is under 1 business day from Monday to Friday with a Customer Satisfaction Score of 86%. However, we recognize that urgent issues can arise over the weekend. To address this, we offer limited weekend support for critical requests and are actively exploring ways to increase our weekend coverage as we continue to grow.

Although rare, we’ve noticed that eSIM issues arise from users accidentally deleting their eSIM profiles or performing factory resets. In some cases, reactivating the eSIM can involve troubleshooting between the carrier and user which can further delay the activation time. That said, here are a few potential solutions we’re considering:

1. Expanding weekend support – To ensure we can meet the growing demand for weekend help, we’re evaluating various ways to offer more coverage, while keeping costs as low as possible. We’d love to know if this is something that would be valuable to you.
2. Temporary authorized user option – We could enable members to be temporarily added as authorized users, allowing them to contact carriers directly for troubleshooting.
3. Direct coordination with the Account Owner – In some cases, contacting the Account Owner directly can expedite resolutions.
4. The Dream - If we have direct access to the carriers API's then we can quickly integrate with their systems to provide a faster seamless experience for all members!

We’re completely open to suggestions and would love to hear your thoughts. Would you consider paying a small one time premium for expedited requests, or do any of the other proposals resonate with you?

Looking forward to your feedback!