Upstream issues - Profile 2

Update timeline

1. investigating Jul 05, 2025, 11:44 AM UTC

   We are currently investigating connectivity issues relating to our Profile 2 provider. We are working with them to identify the root cause. Affected destinations may include: Caribbean destinations Ethiopia India Japan Jordan Nigeria Peru Turkey

2. investigating Jul 05, 2025, 11:55 AM UTC

   We are continuing to investigate this issue.

3. identified Jul 05, 2025, 11:58 AM UTC

   The root cause of the issue has been identified. There is an SMDP+ issue affecting a small number of our eSIMs. We will be switching over to our backup SMDP+ provider until this issue is resolved.

4. monitoring Jul 05, 2025, 12:05 PM UTC

   We have now migrated Profile 2 to use our backup SMDP+ provider. Existing eSIMs affected by this issue should be refunded and reissued. Any new eSIMs issued will come from the backup SMDP+ and will function as expected. We apologise for this disruption.

5. monitoring Jul 05, 2025, 01:34 PM UTC

   The issue affecting our original SMDP+ provider has been resolved. All affected eSIMs should now connect as normal. We will continue to issue new purchases via our backup SMDP+ until we are satisfied that the fix is effective. Please note, the backup SMDP+ will display different a SMDP+ Address and profile statuses than our original provider.

6. resolved Jul 05, 2025, 05:19 PM UTC

   After a period of monitoring, we are happy that the fix to our original SMDP+ is good. We have now reverted back to using the original SMDP+ for newly issued eSIMs. We apologise for the disruption caused by this.