The update can be performed on your Home SIM or KnowRoaming Active, as long as you are connected to a cellular data network.
1) Ensure that Cellular Data is turned ON (if you are using on KnowRoaming Active, ensure Data Roaming is also ON). This update can only be done over data channels, so your device cannot be connected to WiFi during the update. This update only requires 100-200 KB of data, which is a very small amount for any data plan.
2) Select 'Check for Updates' within the SIM Toolkit (Android) or SIM Applications (iPhone) menu:
Android - Apps Menu > SIM Toolkit > Check for Update
iPhone - Settings > Cellular or Mobile Data > SIM Applications > Check for Update
*On older versions of iOS, SIM Applications is located in Settings > Phone.
3) You will see a pop up message that says "Updating Firmware... this may take up to a minute," followed by pop ups that tell you what percentage of the update is complete (25%, 50%, etc). You do not need to do anything at this time, simply wait for the update to complete.
Note: iPhone 7 and iPhone 7 Plus users may not see the SIM Update pop up after pressing Check for Updates. Not to worry, often this means the update still worked. You can confirm by checking the version in the SIM Applications menu (iPhone Settings > Cellular or Mobile Data > SIM Applications > View Info > View Version > the version should be "2016-11-25"). If you see a different version number, please reach out to our support team at [email protected] for assistance.
If you get an error message, please repeat the above steps. If you get an error again, please reach out to Customer Support at [email protected] and let us know what error message you saw (one example is below).
4) The final pop up you will see says "TCP update complete. Please restart your phone in 10 seconds." After this message pops up, wait 10 seconds and then restart your device to complete the SIM Update process.