Frequently Asked Questions

Troubleshooting Guide

• How to change SORACOM Lagoon plan
• Can I transfer the ownership of my Soracom account from one person to another?
• SORACOM Napter Troubleshooting Guide
• SORACOM Air SIM for Japan Troubleshooting Guide
• SORACOM Air SIM for Global Troubleshooting Guide
• I cannot register my SORACOM Air SIM in the User Console

SORACOM Air for Cellular: General FAQ

• Identifying when a SIM was last connected
• When is the data usage bandwidth limit/throttling applied?
• I want to know what IMSI, IMEI, etc. mean on the SIM management screen in the user console.
• SORACOM Air for Cellular data traffic volume is higher than expected
• When I check the Session Logs for my Air SIM, what does each Event mean?
• What is the operating temperature range for Air SIM?

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SORACOM Air for Cellular: Features

• Will my Air SIM session timeout after a certain amount of time?
• Can I disconnect or delete a specific 3G/LTE session?
• Can I manually assign a global or public IP address to my Air SIM?
• What are the features of SORACOM Air for Cellular?
• Can I connect to my FTP server using SORACOM Air?
• Can I get notifications or automatically change my Air SIM speed based on bandwidth usage?

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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

• Can I customize how my Harvest graph looks?
• Is there a limit to the number of credential sets that I can store?
• What is the price structure for Canal, Direct, Door, and Gate?
• Is the User Console compatible with my browser?
• Can I temporarily disable or suspend a VPG that is in use?
• Does disabling the Internet Gateway on a VPG affect all Air SIMs? Can I individually control Internet access for each Air SIM?

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Devices

• What is the function of the white switch within the Onyx Dongle?

API

• How do I use the SORACOM API Reference to make API calls?
• How is the SORACOM API Reference structured?

Operation, Support

• Where can I find the latest information on SORACOM?
• What does Public Beta mean?
• What does Limited Preview mean?
• How do I contact SORACOM?
• How do I create a support ticket?
• Where can I get information about maintenance or downtime?

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Credit card

• My credit card payment failed. What are the possible causes?
• What credit cards can I use?
• When will my credit card be billed?
• My credit card expired or its credit limit was exceeded. What should I do?

Charges

• Why doesn't the actual billed amount and the total cost of each item match from my invoice to my bill?
• Where can I check past charges?
• How do you calculate data usage?
• Can I see the billing details of each Air SIM?
• Is there a fee for terminating an Air SIM?

Payment

• Can I get a receipt for my payment?
• How do I use a coupon code?

Account

• The owner of my Soracom account has left the company, how do I access the Soracom account?
• How do you cancel a Lagoon Subscription?
• Adding additional billing and recovery email addresses to your Soracom Operator account
• I can't receive an email to reset my password
• How do I cancel my Soracom account?
• How do I find my Operator ID?