What are chat support hours?
Our help desk agents are available to chat from 7AM to 5PM (AZ Time)
How do I tell what type of data connection my device is using?
Cellular:
Wi-Fi:
What is prebilling?
Prebilling is a tool that can be utilized in our Asset Manager portal which allows you to review any lines you need updated and submit changes in bulk. For example, if you need 20 lines to be suspended, you can make all of those changes in prebilling at one time. It allows you to update lines in bulk without having to submit an individual request for each line.
Prebilling is open for any bulk change requests from the 1st to the 10th of every month. Prebilling can only be utilized during this time frame. If you miss submitting your prebilling request, you can either submit a ticket to the help desk team, or wait until the next cycle to submit your changes.
What are buddy lines?
Buddy lines are a term used by carriers to refer to an option wherein you can "borrow" an upgrade from an existing line that is upgrade eligible when your line may not be. For example, if Johnny has a line that's eligible for upgrade and Billy needs an upgrade due to a broken phone but his line isn't eligible to be upgraded, we can use Johnny's upgrade for Billy. Johnny's line will then be under contract for the standard time frame (usually 2 years).
What can I expect when I need to port my line?
There are two different types of requests: AOL’s and Ports.
An AOL is when a line is moved from one carrier account to another carrier account under the same provider. For example: Verizon to Verizon or AT&T to AT&T. If you have requested an AOL, all that is needed is permission on the account for us or the other account holder to take over the line. When moving to the eSquared account, we require that the user deals with any contract before moving over to the company account to avoid complications with their line like ordering a device or the company generally not wanting to deal with the contracts.
A port is when a line is moved from one carrier account to another under a different provider. For example: Verizon to AT&T or AT&T to T-Mobile. When a user is moving to a different carrier, information will be required such as account #, pin #, etc. If you are moving to a personal account, we cannot give that information to you directly. For security reasons, this information can only be given to a carrier representative.
For each type of request, the eSquared help desk will guide you through the process from start to finish.
I received my carrier order but don't have my accessories yet, why didn't I receive them at the same time?
Any orders placed with the mobile carriers are shipped by the respective carrier; however, the accessories are shipped separately. This can lead to the device arriving before the accessories.
How do I add more users to my SOTI server?
Submit a ticket to the help desk to add new SOTI users.
What do I do if my SOTI Mobicontrol subscription says it's expiring?
SOTI servers will display a notification when the server license renewal is approaching. Unless you are a customer who owns and manages their own server, renewals are handled by the eSquared team so you do not need to worry about it.
How do I put my SOTI device in admin mode?
On the main MobiControl/SOTI screen, press and hold the back arrow key. You will see the two prompts shown below:
Select "Administrator" and enter in admin passcode. Please note: help desk will only provide code to authorized contacts.
To lock device back down, open the MobiControl application. Press and hold the back-arrow key and select “User Mode”
How do I set up my device for Jasper?
Go to your devices APN (Access Point Name) settings. Add a new APN using the following:
Name: Jasper Data
APN: esquaredinternet.com.attz
Note: Jasper SIMs can’t be used with Apple devices.
Looking for help on billing related items? Check out the Billing FAQ here.