Frequently Asked Questions

Troubleshooting Guide

• How Do I Verify if Packets Are Being Sent or Received?
• Can I Cancel an Order?
• Why Is My Device Unable to Connect to the Network?
• Why Is My Device Not Reconnecting to the Cellular Network?
• How to Change Your Soracom Lagoon Plan
• Can I Transfer the Ownership of My Soracom Account from One Person to Another?

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SORACOM Air for Cellular: General FAQ

• What Triggers a Soracom IoT SIM to Change Its Status from "Ready" or "Standby" to "Active"?
• What Frequency Bands Can I Use with Soracom IoT SIMs?
• Does Soracom IoT SIM Support IPv6?
• Can I View How Much Data an IoT SIM Has Used?
• Can Soracom Enable My IoT SIMs If I Set Them to Suspended Status?
• How Can I Tell Whether a SIM Belongs to My Account?

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SORACOM Air for Cellular: Features

• Do Soracom IoT SIM Cards Support SMS?
• How to Terminate My VPG?
• Will My IoT SIM Session Timeout After a Certain Amount of Time?
• Can I Disconnect or Delete a Specific Data Session?
• Can I Manually Assign a Global or Public IP Address to My IoT SIM?
• What Are the Features of Soracom Air for Cellular?

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SORACOM Access Management (SAM)

• How Do I Create a SAM User in Order to Share Access to My Account?
• What Are Some Examples of SAM Permissions?
• Is There a Limit to the Number of SAM Users or Roles?

SORACOM Services

• How Do I Request Access to Specific Soracom Plans?
• What Should I Do If I Do Not Know My Login Information for Soracom Lagoon?
• The SIM to Be Visualized Is Not Added to Soracom Lagoon
• Can I Customize How My Harvest Graph Looks?
• Is There a Limit to the Number of Credential Sets That I Can Store?
• Is the User Console Compatible With My Browser?

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Devices

• Is It Recommended to Configure Modems Manually?
• What Is the Function of the White Switch Within the Soracom Onyx LTE USB Modem?

API

• Why Does the Soracom API Return a "Payment Method Is Not Registered" Warning?
• Can I Check My Data Usage via the Soracom API?
• Do You Have an Environment for Testing the Soracom API?

Operation, Support

• What Does Public Beta Mean?
• How Do I Contact Soracom Support?
• Where Can I Get Information About Maintenance or Downtime?
• What Are Your Support Hours?
• How Reliable Are Soracom Services? What Is the Uptime Like?

Orders & Delivery

• Order Status, Tracking, Cancellation, and Returns

Invoice

• How Can I See When My SIMs Will Be Charged an Annual Renewal Fee?
• What Currency Is Supported for My Soracom Billing?
• What Is the 'Soracom Air Contract Renewal Charge' on My Invoice?
• Why Does the Total Amount on My Invoice Differ From the Detailed Billing CSV?
• Can I Split My Soracom Bill by Item?

Credit card

• Can I Use Soracom's SIM Cards and Services Without a Credit Card?
• What Credit Cards Can I Use?
• When Will My Credit Card Be Billed?
• My Credit Card Payment Failed. What Should I Do?

Charges

• How Do I View Billing Details and Invoices?
• How Can I Be Sure That All Soracom Services Have Been Cancelled?
• Why Am I Being Charged Even Though I Canceled My SIM or Service?
• How Does Soracom Calculate and Bill for Data Usage?
• Is There a Fee for Terminating an IoT SIM?

Payment

• Understanding Payment Statuses in the Billing Dashboard
• Can I Get a Receipt for My Payment?

Account

• What Is My Account Password and How Do I Reset It?
• Is Expedited Shipping Available When Ordering Soracom Products?
• How to Access a Soracom Account When the Owner Has Left the Company
• How Do You Cancel a Soracom Lagoon Subscription?
• Managing Account Email Addresses
• Can I Keep My Soracom Account Without Any Active Soracom SIMs or Services?

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