Troubleshooting

Digits, ODA, & eSIM Support

Android Watch On-device Activations (ODA) Page ID: dd760

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Use these steps to support the Android Watch On-device Activation (ODA).

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Understanding the ODA process Manually activate Data with Paired DIGITS line Android Watch ODA Android Wearable EID connected to MSISDN that's not on customer's account Android Wearable error codes

Understanding the ODA process On Device Activation is considered as a completely unassisted activation process that can be completed by a customer who has an eligible device. Retail or care team members can assist the customer with ODA, but will not get credit for the activation. See Samsung Galaxy Watch activation for assisted activations. When you start ODA, Samson checks the account the Phone is on and looks for a line with an ICCID associated to the Android Watch EID. If it doesn't find a line an ICCID associated to the Android Watch EID, it starts the Add A Line (AAL) process. If there's an ICCID associated with the Android Watch EID, it completes the ODA process. The phone and Android Watch lines must be on the same account. If they already have a line, make sure it's on the Data with paired DIGITS plan, it's paired with DIGITS to the phone line and the Watch ICCID is activated on the line. The Android Watch has an EID number instead of a SIM number. T-Mobile automatically assigns a SIM number (ICCID) to the Watch EID when you activate it. It's vital you confirm you have the correct EID and enter it correctly. You won't see an error if you enter the wrong EID in T-Mobile systems. The EID can only be paired with one ICCID at a time. If you master reset the Android Watch, you can delete the EID to ICCID pairing by choosing to remove the cellular plan. If a device was used with another carrier, you must master reset it and opt to remove the plan before it can be used with T-Mobile. Pairing can mean multiple things

Watch line mobile number changed

Manually activate Data with Paired DIGITS line Use these steps to manually activate the Data with Paired DIGITS line.

Activate the line in Samson or Dash with the following information. For the rate plan, be sure to select an Data with Paired DIGITS plan. For Device Information Options, select BYOD-Device Present. For the SIM number, enter the EID of the Watch. Pair the Data with Paired DIGITS line with the primary line in Samson or DASH.(Line pairing). Walk the customer through pairing their watch with their phone and complete Samsung ODA and Google ODA cellular set-up.

Android Watch ODA Activation is handled through the Samsung Galaxy Wearable app. See Samsung Galaxy Wearable app for information and steps.

Android Wearable EID connected to MSISDN that's not on customer's account If the EID shows that the watch is connected to a MSISDN on an account that does not belong to the customer, follow these steps:

Reset mobile networks on the watch. For the Samsung Galaxy Watch: On the Galaxy Watch, go to Settings > General > Reset. Scroll down on the "Reset" screen, and click Reset Networks. When the watch asks “Reset mobile networks?” select the I’ll contact to cancel my data plan if I don’t need it any more radio button. Click the Reset button. Wait for the reset to complete. Activate the EID on the customer's secondary line if not already done. If prompted, select Override and Save in Atlas to create a new eSIM profile. Go to the Samsung Galaxy Wearable app, open Mobile Network, and walk customer through activating the released profile.

Android Wearable error codes Error 901 - Let’s get your watch paired!

Scenario: Fraud Requirement: SIM change within the past 5 days Resolution: Authenticate customer and AAL or SIM swap depending on customer needs Error 902 - Contact account holder to set up your watch line

Scenario: Customer's account has no line designated as PAH Resolution: Authenticate customer and AAL Error 903/904 - Contact your admin to set up your watch line

Scenario: A business/government account user attempted to activate a watch plan Resolution: Obtain account administrators authorization to add a line Error 905 - Looks like this is a Prepaid account

Scenario: A prepaid customer attempted to activate a watch plan Resolution: Postpaid account type required to support watch rate plans Error 906/915 - Give us a call to finish setting up your watch

Scenario: Mobile Internet line limit reached Resolution: Authenticate customer and Add-A-Line with deposit if required Error 907 - Give us a call to finish setting up your watch

Scenario: Phone number is Suspended/Canceled Resolution: Active phone line required to pair watch rate plan with Error 908 - Let’s get your watch paired!

Scenario: ICCID maxed on the watch Resolution: Authenticate customer and reset SES counter for the watch in GC Error 909 - Give us a call to finish setting up your watch

Scenario: Watch activated on an incompatible rate plan Resolution: Authenticate customer and update the rate plan Error 910 - Looks like your account isn’t eligible

Scenario: Customer’s phone belongs to a No Credit check accounts Resolution: Postpaid account type required to support watch rate plans Error 911 - Give us a call to finish setting up your watch

Scenario: Apple Watch paired with phone Resolution: Authenticate customer and AAL or Change plan and SIM swap depending on customer needs Error 912 - Invalid code

Scenario: Three incorrect attempts entering OTP code Resolution: Only Authorized user can ALL, authenticate customer and ALL Error 913 - Give us a call to finish setting up your watch

Scenario: Line type activate on the phone is not a voice line Resolution: Active phone line required to pair watch rate plan with Error 914 - Let’s get your watch paired!

Scenario: Customer’s account has a SIM Swap block on Resolution: Authenticate customer and SIM Swap Error 950 to 971 - This watch is active on another account

Scenario: Backend errors/timeouts Resolution: Restart device and try again, if the error persists submit a ticket to Engineering Error 1000, 3001, 3010, 5000, 5001, 5010 (missing) - Samsung Error Codes

Scenario: This is a code from the Samsung server. Resolution: The fix is to unpair and retry and if it continues, contact Samsung. Error 4001 - Samsung Error Code

Scenario: Permission to access the phone is declined. Resolution: On the phone go to Apps, Samsung Wear, and allow permissions to Phone.