Frequently Asked Questions

Troubleshooting Guide

• Purchased Soracom IoT SIM Is Not Displayed in the User Console
• Soracom Napter Troubleshooting Guide
• After Adding a Subscription to the IoT SIM, the Status Does Not Change From "Shipped"
• I Cannot Register My Soracom IoT SIM in the User Console
• What Is the Error Log in the User Console?
• How Do I Verify if Packets Are Being Sent or Received?

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SORACOM Air for Cellular: General FAQ

• Can I Connect to an LTE Network with Soracom IoT SIM?
• Is There a Difference Between IoT SIMs Sold via Distributors and IoT SIMs Sold on the User Console?
• How Do I Terminate My IoT SIM?
• Can I Extend the Registration Deadline of an Expired IoT SIM?
• How Do I Return My IoT SIM?
• How Do I Resize My Soracom IoT SIM?

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SORACOM Air for Cellular: Features

• After I Register My IoT SIM, Why Does the Status Automatically Change to Active?
• My IoT SIM Is Not Connecting. What Should I Do?
• When I Change My IoT SIM From Suspended to Active, How Long Do I Have to Wait Until It Can Connect?
• Can I Transfer My IoT SIM to a Different Soracom Account or Operator ID?
• What are the differences between Inactive, Suspended, and Terminated statuses?
• Where Can I Find My PIN Code or PUK (Personal Unlocking Key)?

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SORACOM Access Management (SAM)

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

SORACOM Services

• When I Set Up Gate, What Do innerIpAddress and outerIpAddress Refer To?
• Will Enabling or Disabling Gate Affect My Device's Connection?
• Can I Change Internet Access Settings for a VPG?
• Does Disabling the Internet Gateway on a VPG Affect All IoT SIMs? Can I Individually Control Internet Access for Each IoT SIM?
• Can I Temporarily Disable or Suspend a VPG That Is in Use?
• 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

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

Operation, Support

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

Orders & Delivery

• Order Status, Tracking, Cancellation, and Returns

Invoice

• Can I Split My Soracom Bill by Item?
• Why Does the Total Amount on My Invoice Differ From the Detailed Billing CSV?
• 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?

Credit card

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

Charges

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

Payment

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

Account

• Can I Keep My Soracom Account Without Any Active Soracom SIMs or Services?
• How Do I Find My Operator ID?
• How Do I Cancel My Soracom Account?
• I Can't Receive an Email to Reset My Password
• What Are Coverage Types?
• What Is My Account Password and How Do I Reset It?

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