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dylan contois
[Our initial support request]
Our 3rd party application references hardware IMEI, which then coverts into the new software IMEI that is displayed inside your portal.
This causes two problems:
  1. It is difficult to find which specific device a customer is asking support for.
  2. Please see image attached. We just released the full version of our app, and have had alpha users using our testflight app. Now that the app has launched, these users have to download the new fully released app and log into their existing profiles to set up their devices again.
However, now that the SIMs card is activated and IMEI is converted with the luhn, it appears customers cannot use the hardware IMEI that is printed on the device boxes. The attached image shows a customer of ours trying to put in their hardware IMEI, which does not work. Half of the users receive an IMEI does not exist error, or nothing happens.
Is there a solution to this? Thanks for your help.
Dylan
[Emnify Response]
--- (emnify)
Jul 31, 2024, 22:34 GMT+2
Hi Dylan,
We acknowledge your question regarding the IMEI as reference for Device setup.
Please be informed that the IMEI in the portal shown is automatically computed and assigned based by the 3GPP TS23.003 Standard (IMEI+SV) as explained on the KB Article.
Per my understanding, the hardware IMEI's information shall be used when entering it to the tracker ID.
Is it possible to use the portal generated IMEI (IMEI+SV)?
Is there a possibility to put a sticker of the hardware's IMEI and the SIM ICCID of the SIM to the device? In this way, when the user reported, you'll be able to find it on the emnify portal and the device can easily be identified most especially for troubleshooting (when necessary).
Hope this suggestion helps.
With kind regards,
---
Customer Support & Operations
EMnify
[Response to Emnify support]
dylan ---
Jul 31, 2024, 23:03 GMT+2
Thanks for the response Emmanuel.
We already have the hardware IMEI printed on the box. Printing the SIMs number only half solves the first issue of finding them in our portal. An issue of depending on the SIMs number could be; what if the SIMs is defective and we have to send them a new one? Printing the IMEI+SV is a massive undertaking because this requires us to activate all SIMs cards, somehow tether them to IMEIs we don't have in stock to generate the IMEI+SV, tell the manufacturer the IMEI+SVs, have them reprint the IMEI+SV, and then relabel the boxes. This just is not a solution.
The second issue again is that people enter in the hardware IMEI to set up their trackers. If they ever need to enter the hardware IMEI again (for example; deleting their account and coming back) they are not able to enter the hardware IMEI because Emnify changes it to the software IMEI.
We are looking for scalable solutions to this, not workarounds. Your representatives have told me these two things:
Customers have complained about this before.
Development team actually listens to feature requests.
Things would be a thousand times easier if we could just search hardware IMEIs, and users could use their hardware IMEIs more than one time.
Best
Dylan
Sorry for the novel, I want to be as thorough as possible so this can be figured out.
Thank you